Open to opportunities

Shivangi Singh

@shivangisingh8

Message

I drive customer adoption, retention, and operational scale across B2B SaaS and fintech accounts.

India

Message

What I'm looking for

I'm looking to lead customer success and operations work where I can improve adoption, retention, onboarding, and escalation workflows using data, cross-functional collaboration, and AI-powered automation.

I've managed customer health, onboarding, workflow adoption, and retention across B2B SaaS and fintech portfolios worth more than $8M ARR. I support mid-market and enterprise customers in global, 24x7 operating environments.

At LEAP FinTech, I owned a 25+ account, $6M ARR portfolio and built proactive health monitoring in Totango. I coordinated escalations across Product, Engineering, and Sales while using SQL, Tableau, and Snowflake to improve performance visibility and forecasting.

At Cuemath, I led onboarding and go-live coordination for 50+ SMB and mid-market accounts, improving CSAT by 25% through structured escalation resolution and proactive health monitoring. At Better.com, I helped improve SMB renewal rates by 12% and reduced time-to-value by 20% through stronger onboarding, handoff, and escalation processes.

I'm also building AI-powered operational automations with n8n, Make, and Zapier AI for onboarding coordination, escalation routing, and reporting. I enjoy turning manual workflows into scalable processes that help customer and internal teams move faster.

Experience

Work history, roles, and key accomplishments

Current

Operations & AI Workflow Consultant

Current

Digithink Technologies

Jul 2024 - Present (2 years 2 months)

Designed and deployed AI-powered workflow automations using n8n, Make, and Zapier AI, improving operational efficiency and turnaround time. Built automated workflows for onboarding, escalation routing, and reporting aggregation.

N8n Make Zapier AI Workflow Automation Prompt Engineering Process Optimization

Customer Success Manager

LEAP FinTech

Oct 2023 - May 2024 (7 months)

Owned account health and operational effectiveness for a 25+ account portfolio ($6M ARR), managing onboarding, platform configuration, and operational requests. Built a proactive customer health monitoring system in Totango and managed escalations across Product, Engineering, and Sales.

Customer Success Account Health Totango SQL Tableau Snowflake Escalation Management Data Governance

Customer Success Manager

Cuemath

Apr 2022 - Sep 2023 (1 year 5 months)

Owned end-to-end onboarding and workflow adoption for 50+ SMB and mid-market accounts, improving CSAT scores by 25% through structured escalation resolution and proactive account health monitoring. Developed operational playbooks and documented requirements for Product and Engineering.

Customer Success Onboarding ChurnZero CSAT Escalation Management Playbooks

Customer Success Manager

Better.com

Jun 2021 - Mar 2022 (9 months)

Partnered with Sales, Marketing, and Product to monitor account KPIs and execute interventions that improved SMB renewal rates by 12%. Built customer health dashboards in Salesforce and designed structured onboarding and escalation processes.

Salesforce Customer Health Renewal Rate Improvement Onboarding Escalation Management

Associate Customer Success Manager

IDFC First Bank

Apr 2019 - May 2021 (2 years 1 month)

Managed operational support for a large portfolio of SME and enterprise accounts, using SQL and Excel-based analytics to track engagement and account health. Delivered structured insights to Sales and Operations teams, improving retention and portfolio growth.

SQL Excel Account Health Portfolio Management Process Improvement Forecasting