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Shilpa Aggarwal

@shilpaaggarwal

Customer Success Manager at Canterbury Education Group who built a Salesforce early-warning system and improved operational efficiency by 25%.

India

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What I'm looking for

I'm open to remote roles serving global, United States, or United Kingdom markets, and I bring experience managing clients across time zones.

At Canterbury Education Group, I own the customer lifecycle for enterprise accounts, from kickoff and onboarding through adoption, value realization, and renewal. I built an early-warning system in Salesforce to flag at-risk accounts and improved operational efficiency by 25% through workflow automation and CS process optimization.

I reduced Time-to-First-Value with a structured onboarding journey, mutual success plans, and enablement sessions. I also use DAU/WAU/MAU data to guide tailored training and product adoption.

At Umety Solution Pvt. Ltd., I managed domestic and international B2B and B2C accounts and achieved 100%+ of renewal and retention targets. Targeted CRM campaigns increased product engagement by 40%, and I developed Salesforce and Zoho dashboards to track customer metrics and forecast churn.

At Australian Technicaland ManagementCollege, I managed the student and customer lifecycle and consistently delivered 98% gross retention and 99% CSAT for the high-touch premium segment. I also implemented a Voice of Customer program using continuous feedback analysis to drive process improvements.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Canterbury Education Group

Sep 2023 - Present (3 years 1 month)

Owns end-to-end customer lifecycle for enterprise accounts, driving adoption, renewals, and expansion. Reduced Time-to-First-Value and improved operational efficiency by 25% through workflow automation.

Salesforce Customer Health Renewal Management QBRs Voice Of Customer Workflow Automation DAU WAU MAU Customer Onboarding Risk Mitigation

Customer Success Manager

Umety Solution Pvt. Ltd.

May 2022 - Aug 2023 (1 year 3 months)

Managed B2B and B2C accounts as single point of contact, achieving 100%+ of renewal targets and increasing product engagement by 40% through targeted CRM campaigns.

Salesforce Zoho CRM Customer Lifecycle Management Renewal Management Upselling Cross Selling CS Dashboards NPS CSAT Churn Prediction

Assistant Manager, Customer Success

Australian Technical and Management College

May 2017 - May 2022 (5 years)

Managed complete student/customer lifecycle, consistently delivering 98% gross retention and 99% CSAT. Implemented a Voice of Customer program and improved escalation handling.

Customer Onboarding Retention Escalation Management SLA Adherence Voice Of Customer Feedback Analysis Customer Experience

Regional Account Representative

Percept Immigration

Sep 2016 - Apr 2017 (7 months)

Built foundation in global stakeholder management and consultative onboarding, maintaining NPS/CSAT benchmarks of 90%+.

Stakeholder Management Consultative Onboarding NPS CSAT

Account Representative

7AJ World Entertainment

Sep 2014 - Sep 2016 (2 years)

Built foundation in global stakeholder management and consultative onboarding, maintaining NPS/CSAT benchmarks of 90%+.

Stakeholder Management Consultative Onboarding NPS CSAT

Education

Degrees, certifications, and relevant coursework

Alison

Certification, Customer Success

2026 - 2026

Completed certifications in B2B Customer Success Management, Scrum Master Agile Leadership Essentials, Basics of Lean Six Sigma: Green Belt, and Agile Project Management Essentials.