Open to opportunities

Shivani Grover

@shivanigrover

Message

Customer Success leader driving engagement, retention, and data-driven operations.

India

Message

What I'm looking for

I seek a customer-success leadership role where I can scale operations, drive data-led engagement, partner with product, and mentor teams in a collaborative, outcome-focused environment.

I am a Customer Success leader with 3.5+ years of experience building engagement and scaling operations in fast-paced tech environments. I have driven a 92% active user rate, led initiatives that increased active engagement by 22% and on-time completion by 12%, and reduced repeat issues by 90% through cross-functional collaboration.

I design data-driven workflows, SOPs, and dashboards to improve KPI visibility and operational efficiency, and I mentor teams to adopt metric-driven practices. I partner closely with Product and external vendors to prioritize features and manage projects that improve retention and revenue.

Experience

Work history, roles, and key accomplishments

Current

Senior Lead – Customer Success

Current

Crio.Do

Apr 2025 - Present (4 months)

Drove user engagement across 1,100+ users, achieving a 92% active user rate and a 9+ satisfaction score while managing end-to-end onboarding-to-graduation journeys. Conceptualized a Rewards initiative that increased active engagement 22% and on-time completion 12%, and reduced repeat issues by 90% through cross-functional alignment.

Customer Success User Engagement Onboarding Product Feedback Vendor Management CRM Analytics KPI Tracking

Team Lead – Customer Success

Crio.Do

Apr 2024 - Mar 2025 (11 months)

Implemented and optimized LeadSquared CRM workflows and built Metabase dashboards to improve KPI visibility and enable data-driven decisions. Authored and rolled out SOPs, mentored Customer Success Associates, and led automation projects that reduced manual operations and scaled team impact.

Metabase Workflows SOP Development Process Automation Team Leadership Performance Metrics

Customer Success Associate

Crio.Do

Feb 2023 - Mar 2024 (1 year 1 month)

Maintained 90%+ client satisfaction across 200+ accounts through proactive support and timely issue resolution, and achieved an 11% upsell conversion rate. Translated user feedback into actionable requirements and removed process bottlenecks to improve the user journey.

Client Success Account Management Upselling CRM

Fin-Ops Associate

BYJU'S

Mar 2022 - Feb 2023 (11 months)

Processed 500+ NACH/e-mandate registrations with a 95% electronic conversion rate, accelerating payment cycles and reducing manual workload. Improved payment SOPs and liaised with banking, logistics, and sales to shorten turnaround times and enhance operational efficiency.

Payments Process Optimization