Open to opportunities

Saheel Baral

@saheelbaral

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Customer-focused SaaS professional driving onboarding, retention, and product adoption.

Sweden

Message

What I'm looking for

I seek a customer-facing SaaS role focused on onboarding, retention, and product adoption within a collaborative, remote-first team where I can drive impact and scale processes.

I am a customer-focused SaaS professional with 7+ years supporting clients across technology, education, and service industries. I specialize in onboarding, live demos, and building relationships that drive retention and account growth.

At Luneyo and iCaptain I managed customer communications, delivered 50+ live demos, and created user-friendly documentation and CRM-driven workflows to streamline support operations. My work helped deliver approximately 18% year-over-year account growth and accelerated product improvements through clear feedback loops to engineering.

I have frontline experience from retail and financial services where I consistently ranked in the top 1% for sales and customer satisfaction, meeting 110%+ of performance targets. I also teach digital marketing strategy, mentoring students to simplify technical concepts and master SaaS workflows.

I thrive in global, remote-first teams, communicate clearly in English (and Nepali/Hindi), and continuously improve processes with tools like Salesforce, HubSpot, Intercom, and ClickUp to deliver exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Accounts Manager

Current

Luneyo Digital

Jul 2020 - Present (5 years 2 months)

Managed customer communication and onboarding for SaaS and service clients, deployed CRM workflows that improved response times, and drove ~18% YoY account growth through relationship building and documentation.

Customer Onboarding HubSpot ClickUp Workflows Documentation Live Chat Support Customer Retention

Current

Enterprise SaaS Sales & Support Lead

Current

iCaptain

Jul 2020 - Present (5 years 2 months)

Conducted 50+ live demos and onboarding sessions across EMEA/APAC/NA, handled inbound technical support and adoption guidance, and relayed feedback to product teams to accelerate feature improvements.

Product Demos Onboarding Intercom Salesforce Email Support Technical Troubleshooting

Adjunct Faculty

Various College

Jan 2022 - Jan 2025 (3 years)

Taught digital marketing strategy and mentored students on SaaS workflows and customer communication, simplifying technical concepts and developing practical skills.

Teaching Curriculum Development Digital Marketing Mentoring Communication Presentation

Sales Executive

Various Employers

Aug 2016 - Jul 2022 (5 years 11 months)

Provided front-line retail and financial customer support, consistently ranked top 1% for sales and customer satisfaction, achieving 110%+ of performance targets while resolving high-volume inquiries.