Open to opportunities

Shilpa Kumar

@shilpakumar

Message

Customer Success Manager driving SaaS and EdTech renewals through onboarding, adoption, and proactive account health.

India

Message

What I'm looking for

I’m open to remote roles globally where I can drive onboarding-to-renewal outcomes, maintain strong account health, and partner with engineering to prevent churn—using structured reviews, proactive escalation handling, and measurable CSAT/NPS impact.

I’m a Customer Success professional with 8+ years across SaaS, EdTech, HealthTech, and financial services, focused on onboarding, adoption, renewal support, and account health management. I’ve sustained 92–95% renewal rates across a 10–15 account SaaS portfolio through proactive health monitoring and early intervention.

I design structured engagement plans that reduce onboarding time from 2 weeks to 7 days, and I collaborate with engineering and DevOps to deliver phased MVP releases—cutting feature delivery wait from 4+ weeks to 2 weeks. As Voice of Customer, I write engineering user stories with business context, run structured account reviews, and resolve escalations before they threaten renewal outcomes.

I also bring a strong customer operations background from handling 59+ daily interactions at American Express across fraud, billing, and escalations while consistently meeting CSAT and NPS targets. I’m SAFe POPM certified, and I enjoy aligning customer commitments with delivery capacity through SAFe PI Planning and cross-functional workshops.

Experience

Work history, roles, and key accomplishments

Associate Manager, Customer Success

RM Education

Aug 2025 - Jan 2026 (5 months)

Managed onboarding and platform adoption for three institutional clients, reducing time-to-live from 2 weeks to 7 days. Served as Voice of Customer by translating customer feedback and issue context into Jira feature requests and engineering briefs.

Customer Onboarding Platform Adoption Voice Of Customer Jira HubSpot ServiceNow Customer Health Monitoring Executive Reporting

Customer Success & Implementation Specialist

Carestack

Oct 2023 - Nov 2024 (1 year 1 month)

Owned onboarding, adoption, and renewal touchpoints for 10–15 active SaaS accounts, sustaining 92–95% renewal rates. Reduced customer feature delivery wait from 4+ weeks to 2 weeks by negotiating phased MVP releases with engineering and DevOps.

Onboarding Adoption Renewal Management Jira HubSpot ServiceNow

Senior Customer Care Professional

American Express

Apr 2022 - May 2023 (1 year 1 month)

Handled 59+ daily customer interactions across fraud disputes, billing queries, and escalations while meeting CSAT and NPS targets in a high-volume premium environment. Identified upgrade and supplementary card opportunities and coached junior team members to improve call quality.

Customer Support Billing Support Escalation Handling CSAT NPS Lead Routing Premium Customer Service

Customer Support & Success Representative

Infoblox

Dec 2020 - May 2022 (1 year 5 months)

Managed support cases via calls and Jira within SLA thresholds, covering license renewals and ongoing account queries. Partnered with engineering to resolve complex technical issues and maintained ServiceNow case records and audit trails.

Technical Customer Support SLA Management License Renewals Support Jira ServiceNow Case Management

Account Technician & Customer Service

Allianz

Jun 2016 - Apr 2020 (3 years 10 months)

Processed policy documentation, endorsements, and compliance workflows in ServiceNow with zero case backlog. Delivered consistent customer service across insurance product lines while supporting peer development through coaching and call-handling best practices.

Insurance Customer Service Policy Documentation ServiceNow Case Management Quality Coaching