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@shivangisingh1
Customer Success Leader with 6+ years in SaaS and FinTech.
I am a Customer Success Leader with over six years of experience in SaaS onboarding, customer lifecycle management, and stakeholder success across various sectors including FinTech, EdTech, and BFSI. My journey has been marked by a proven ability to drive product adoption, manage renewals, and significantly reduce churn for global clients in the US and EU. I pride myself on being a strong communicator, passionate about delivering measurable value and building long-term relationships that align customer outcomes with business growth.
In my most recent role as Senior Manager at LEAP FinTech, I led onboarding and lifecycle engagement for high-value SaaS partners across global markets. I developed frameworks to monitor customer health, identify churn signals, and drive proactive outreach, resulting in a 20% reduction in churn rate. My previous experiences at Cuemath and Better.com further honed my skills in customer experience management, where I successfully boosted feature adoption and improved customer satisfaction metrics.
Currently, I am seeking to rejoin the workforce after a planned career break to support family health. I am open to opportunities that allow me to leverage my expertise in customer success and contribute to a dynamic team. I am particularly interested in roles that offer the chance to drive customer engagement and foster long-term partnerships.
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Work history, roles, and key accomplishments
LEAP FinTech
Oct 2023 - Present (2 years 1 month)
Led onboarding and lifecycle engagement for high-value SaaS partners across global markets. Enabled a 20% reduction in churn rate by aligning product usage insights with strategic interventions.
Cuemath
Apr 2022 - Present (3 years 7 months)
Delivered training and product walkthroughs to new B2B customers, boosting feature adoption by 35%. Built success plans to align client KPIs with internal performance metrics.
Better.com
Jun 2021 - Present (4 years 5 months)
Acted as a strategic advisor to US-based clients, resolving high-impact issues while improving NPS by 22%. Introduced escalation SOPs and built customer satisfaction frameworks.
IDFC First Bank
Apr 2019 - Present (6 years 7 months)
Managed onboarding of digital banking tools for SME clients, focusing on training and adoption. Strengthened customer loyalty by executing account health checks and retention programs.
Degrees, certifications, and relevant coursework
MBA, Marketing & Business Analytics
Completed a Master of Business Administration with a dual specialization in Marketing and Business Analytics. Gained expertise in strategic marketing, market research, data analysis, and business intelligence to drive informed decision-making.
B.Tech, Mechanical Engineering
Earned a Bachelor of Technology in Mechanical Engineering. Developed a strong foundation in engineering principles, design, and problem-solving methodologies.
Software and tools used professionally
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