Open to opportunities

sai priya

@saipriya1

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Customer Success leader who drives retention, ARR expansion, and operational excellence in SaaS.

India

Message

What I'm looking for

I’m looking to lead Customer Success strategy in a fast-paced SaaS environment—driving retention and ARR growth, strengthening customer-first culture, and partnering with Sales, Product, Engineering, and Marketing to deliver measurable customer outcomes.

I’m a Customer Success leader with 8+ years driving retention, revenue expansion, and operational excellence across SaaS-based B2B and marketplace platforms. I’ve built and scaled customer success operations, translating customer needs into actionable insights for Product and Tech while partnering cross-functionally to accelerate onboarding and feature adoption.

In my current role, I oversee 150+ high-value accounts and maintain an ARR of ₹1.98 Crores, while driving ₹12 Lakhs in upsells through proactive relationship management and feature-gap analysis. I also deliver measurable outcomes—97% renewal rate, 95% CSAT, and support workflows that reduced average response time to 60 minutes—combining strategic leadership with hands-on execution to strengthen long-term client value.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Success

Current

Vizmo

Jan 2025 - Present (1 year 6 months)

Led customer success strategy for a portfolio of 150+ high-value accounts, driving revenue expansion and retention outcomes. Managed upsells, renewals, CSAT performance, and cross-functional alignment with Sales, Product, Engineering, and Marketing.

Portfolio Management Upselling Renewal Management CSAT Documentation Response Time Optimization Quality Assurance Product Feedback Case Study Development Brand Advocacy

Manager - Customer Success

Freight Tiger

Jun 2024 - Jan 2025 (7 months)

Served as primary point of contact for logistics platform users, resolving technical inquiries and troubleshooting platform bottlenecks. Coordinated internally and with Product/Engineering to drive issue resolution and feature adoption.

Customer Support Issue Resolution Technical Troubleshooting Cross Functional Collaboration Escalation Management Product Adoption Communication Management

Customer Success Lead

Goama

Mar 2022 - Nov 2023 (1 year 8 months)

Managed an APAC customer portfolio and drove quarter-over-quarter revenue growth through upselling and strategic account planning. Led customer lifecycle operations, supported sales acquisition through SaaS lead conversion, and improved team productivity via workflow optimization.

Customer Portfolio Management Account Planning Upselling Revenue Growth Lead Qualification SaaS Onboarding Workflow Optimization Customer Experience Management Strategic Account Planning Escalation Management

Client Success Manager

ConvertCart

Mar 2021 - Mar 2022 (1 year)

Managed client accounts by defining KPIs and executing conversion rate optimization roadmaps to improve customer satisfaction and retention. Used analytics and A/B testing to identify funnel leaks, implement UI/UX changes, and reduce churn through proactive monitoring and escalation workflows.