Open to opportunities

Sagar Sahani

@sagarsahani

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Customer Support & Success leader scaling SaaS operations, improving retention and driving product adoption.

India

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What I'm looking for

I seek a senior SaaS customer success/support role where I can lead teams, improve retention and NPS, collaborate with product/engineering, and scale operations.

I am a Customer Support & Success leader with 6+ years scaling SaaS operations in high-growth environments, building and leading global teams, and optimizing workflows to drive measurable improvements in NPS, CSAT, and retention. I have managed 35+ enterprise and mid-market accounts, contributed to product roadmaps by translating client feedback, and sustained SLA compliance during rapid client-base growth.

My hands-on experience includes implementing triage workflows that cut resolution time, introducing SOPs that reduced escalations, building Salesforce dashboards for client health and renewal visibility, and spearheading a fintech vertical that enabled significant transaction volume. I collaborate cross-functionally with product and engineering to boost adoption and reduce churn risk while mentoring teams and improving onboarding efficiency.