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Shekhar Yadav

@shekharyadav2

Implementation Advisor at HighLevel guiding GoHighLevel onboarding and setup, with a track record of 85%+ renewals across 150+ accounts.

India

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At HighLevel, I guide new GoHighLevel customers through onboarding, implementation, platform setup, and configuration. I also facilitate education workshops and troubleshooting Q&A sessions to help customers use the platform.

I monitor customer health using CSAT, NPS, and product usage data, flagging at-risk accounts ahead of renewal cycles. I resolve technical escalations by coordinating with cross-functional departments and using KPI-based playbooks to protect retention.

At Winuall, I managed a portfolio of 150+ SMB and mid-market accounts, creating personalized onboarding and structured success plans. Recurring QBRs and account check-ins helped sustain 85%+ renewal rates across the portfolio.

Earlier, at Classplus, I guided 100+ customers through onboarding and adoption, achieving 80%+ renewal and 90%+ CSAT through proactive outreach. At Paytm, I supported merchant onboarding and software setup, sustained 90%+ CSAT, and generated 25+ high-quality referrals per quarter.

Experience

Work history, roles, and key accomplishments

Current

Implementation Advisor

Current

HighLevel

Apr 2024 - Present (2 years 7 months)

Lead onboarding and implementation for new GoHighLevel customers, guiding platform setup and configuration to accelerate time-to-value. Facilitate customer education workshops and monitor customer health through CSAT, NPS, and product usage data.

GoHighLevel Customer Onboarding SaaS Implementation Customer Education CSAT NPS Technical Troubleshooting Escalation Management Data Driven Playbooks

Customer Success Manager

Winuall

Mar 2021 - Jan 2024 (2 years 10 months)

Owned a portfolio of 150+ SMB and mid-market accounts, delivering personalized onboarding and structured success plans to drive adoption. Facilitated recurring QBR sessions and account check-ins, sustaining 85%+ renewal rates across the portfolio.

Customer Success Onboarding QBR Renewal Management Upselling Expansions CSAT NPS Churn Risk Management Account Management

Customer Success Manager

Classplus

Nov 2019 - Mar 2021 (1 year 4 months)

Guided 100+ customers through onboarding and adoption journeys, driving 80%+ renewal and 90%+ CSAT through proactive outreach. Served as primary point of contact for key accounts, resolving escalations to preserve trust and long-term retention.

Customer Success Onboarding Adoption Renewal Management CSAT Escalation Management Voice Of Customer Product Feedback

Merchant Associate

Paytm

Aug 2017 - Jul 2019 (1 year 11 months)

Managed a dedicated merchant territory, guiding onboarding and software setup for seamless, reliable platform usage. Resolved daily technical issues and troubleshot problems quickly, sustaining 90%+ CSAT through fast, friendly support.

Merchant Onboarding Technical Troubleshooting Customer Support CSAT NPS Relationship Management Referral Generation