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.

Experience

Work history, roles, and key accomplishments

Support Lead / Success Manager

Grubbrr Systems Pvt. Ltd

Jun 2023 - Sep 2025 (2 years 3 months)

Led a 15-member global support team handling 1,000+ monthly tickets, introduced L1/L2 SOPs that cut escalations 18%, and built Salesforce dashboards to improve client health visibility and retention across a 35+ account portfolio.

Customer Success SLA Management Salesforce Incident Management KPI Tracking Workflow Optimization Cross Functional Collaboration

Project Coordinator

Grubbrr Systems Pvt. Ltd

Jan 2023 - Jun 2023 (5 months)

Coordinated Agile sprints and SaaS deployments for enterprise clients, acted as client liaison to align milestones with expectations and ensured on-time delivery.

SaaS Delivery Stakeholder Management Project Management Client Communication Jira Asana Cross Functional Collaboration

Customer Support Associate

Grubbrr Systems Pvt. Ltd

May 2021 - Mar 2022 (10 months)

Resolved technical issues via Salesforce case management, exceeded CSAT targets (>90%), mentored new hires to reduce onboarding time by 30%, and served as acting shift lead.

Customer Support Salesforce Technical Troubleshooting CSAT Mentoring Escalation Management

Business Development Executive

Hexagon Innovation Pvt. Ltd

Jun 2019 - May 2021 (1 year 11 months)

Built reseller partnerships across India, Africa, Middle East and UK, generated ₹13+ lakhs in revenue, and enabled ₹5 crore in transactions across 50+ institutions by partnering with payment gateway providers.

Business Development Channel Partnerships Sales Account Management Revenue Growth Negotiation