Santhosh User
@santhoshuser6
I lead customer success operations that improve retention, revenue, and customer experience.
IndiaWhat I'm looking for
At VJN Engineering Infra, I lead 27 Customer Success Associates and manage 30+ enterprise accounts representing over $4.2M in annual recurring revenue.
I've improved CSAT from 88% to 98%, raised NPS from 45 to 72, reduced churn by 28%, and increased expansion revenue by 22% through proactive engagement, health monitoring, and strategic account reviews.
Previously at BYJU'S, I led high-volume operations for 1,000+ customers, maintained 99% SLA compliance, and improved resolution efficiency by 35%. I bring 12+ years of customer success, account management, escalation ownership, and team leadership across SaaS, EdTech, and enterprise B2B environments.
Experience
Work history, roles, and key accomplishments
Senior Customer Success Manager
VJN Engineering Infra Pvt Ltd
May 2023 - Present (3 years 4 months)
Lead and mentor a team of 27 Customer Success Associates, managing 30+ enterprise accounts with $4.2M ARR. Achieved 95% renewal rate, reduced churn by 28%, and increased expansion revenue by 22%.
Senior Associate – Customer Operations & Success
BYJU'S – Think & Learn Pvt Ltd
May 2021 - Mar 2023 (1 year 10 months)
Directed high-volume customer operations for 1,000+ active customers, maintaining 99% SLA compliance. Improved resolution efficiency by 35% and increased CSAT from 82% to 94%.
Account Manager
Konark Herbals
Jan 2013 - Dec 2019 (6 years 11 months)
Managed a portfolio of 50+ customer accounts, achieving 92% retention and 15% year-over-year repeat business growth. Led onboarding, quarterly reviews, and team coordination.
Account Manager
R.K. Enterprises
Jan 2013 - Dec 2019 (6 years 11 months)
Managed a portfolio of 50+ customer accounts, driving retention and business growth. Led onboarding and quarterly reviews.
Account Manager
Ceasefire Industries
Jan 2013 - Dec 2019 (6 years 11 months)
Managed a portfolio of 50+ customer accounts, driving retention and business growth. Led onboarding and quarterly reviews.
Education
Degrees, certifications, and relevant coursework
Bishop Cotton Academy
Bachelor of Business Management, Business Management
Bachelor of Business Management degree from Bishop Cotton Academy in Bangalore.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Skills
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