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Shashank Singh

@shashanksingh6

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Customer Success Leader driving retention, adoption, and revenue growth in SaaS.

India

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What I'm looking for

I seek a Customer Success Manager role where I can drive retention and adoption, work cross-functionally, scale processes, and apply AI-driven automation to improve customer outcomes.

I am a Customer Success Leader with 8+ years of experience in SaaS and B2B environments, focused on retention, adoption, and strategic growth. I build and execute success plans aligned to customer KPIs and act as the Voice of the Customer to influence product direction.

At BlueStacks I led a global team of 15 and managed high-ARR accounts to achieve 95%+ retention, improved resolution time by 18% through Zendesk workflow optimization, and drove 15% account expansion revenue through upsell initiatives.

I deliver customer training and implementation support across APAC and EMEA, emphasize cross-functional collaboration with product and engineering, and recently completed a Generative AI Fundamentals certification to advance AI-driven success and automation initiatives.

Experience

Work history, roles, and key accomplishments

Customer Success Lead

BlueStacks

Jul 2019 - Jul 2025 (6 years)

Managed a portfolio of high-ARR accounts achieving 95%+ retention and led a global team of 15 to improve resolution time by 18% through Zendesk workflow optimization and coaching.

& Customer Success Retention Zendesk Team Leadership CSAT Stakeholder Management

Technical Support Executive

Dell Technologies

Jul 2018 - Apr 2019 (9 months)

Resolved 50+ weekly escalations for enterprise and SMB clients with 95%+ CSAT and reduced resolution time 12% through improved documentation and knowledge sharing.

Technical Support Escalation Management CSAT Documentation Knowledge Sharing Cross Functional Collaboration ServiceNow

Technical Support Associate

Teleperformance

Jul 2017 - Aug 2018 (1 year 1 month)

Provided setup and troubleshooting support for 100+ customers weekly, achieved 95%+ first-call resolution and increased self-service adoption by 25% through improved FAQs.