Open to opportunities

Shray Jaiswal

@shrayjaiswal

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Customer Success professional improving retention through onboarding, renewal, and workflow optimization.

India

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What I'm looking for

I’m looking for a Customer Success role where I can drive measurable retention and adoption, partner closely with product and sales, and use data-informed workflows to remove friction for B2B clients. I value autonomy, clear SLAs, and continuous improvement.

I’m a Customer Success professional with 3+ years in B2B client operations, SaaS onboarding, and workflow optimisation. I focus on bridging client needs and product teams to drive measurable outcomes, building long-term relationships while helping businesses achieve real value from their tools.

In my recent role, I led the post-sale journey—onboarding, product adoption, and retention through renewal—while improving client retention by 30% by redesigning inbound communication workflows, establishing structured SLAs, and reducing response time. I also run quality audits of communication workflows using “Mystery Shopper” initiatives, analyzing support interactions to pinpoint customer pain points and codify best practices.

Experience

Work history, roles, and key accomplishments

Sales and Operations Leader

The Wise Parrot

Dec 2025 - Jun 2026 (6 months)

Led B2B post-sale customer journey (onboarding, product adoption, and renewal/retention). Improved client retention by 30% by redesigning inbound communication workflows, establishing structured SLAs, and reducing response time.

Customer Onboarding Product Adoption Client Retention Renewal Management Workflow Optimization SLA

Business Operations Executive

Skill Nation

Feb 2023 - Sep 2025 (2 years 7 months)

Managed end-to-end client operations and remote support for a monthly portfolio of 300+ clients, improving retention through CRM-informed follow-up. Redesigned the lead follow-up process to increase response rates by 21% and speed up query resolution.

Client Operations Remote Customer Support CRM Data Usage Customer Retention Lead Follow Up Workflow Optimization Data Informed Decision Making

Business Development Executive

Valued Epistemics Pvt Ltd

Sep 2022 - Dec 2022 (3 months)

Provided empathetic consultation and guidance to students nationwide via high-volume calls and multi-channel support. Resolved complex queries while maintaining strong client satisfaction.

Business Development Multi Channel Resolution Problem Solving Empathetic Customer Relationship Management Data Informed Decision Making