Open to opportunities

Vishwarupa Mukherjee

@vishwarupamukherjee

Message

I build customer success teams that reduce churn and improve lifecycle engagement.

India

Message

What I'm looking for

I'm looking to lead customer success, retention, and CX transformation initiatives where I can scale teams, improve lifecycle outcomes, reduce churn, and build repeatable customer engagement frameworks.

At BYJU'S, I led a 40–50-member Customer Success team serving 8,000+ active customers across premium product segments. I improved SLA adherence from 82% to 96%, resolved 250+ high-risk escalations with over 90% retention outcomes, and increased post-purchase engagement by 35%.

I've built targeted retention and lifecycle strategies using cohort analysis, behavior-based communication journeys, and customer-risk segmentation. My work reduced churn by approximately 18%, lowered repeat escalations by 28%, and improved engagement across customer segments.

I also design scalable onboarding, SOPs, and capability-building programs. I reduced new-hire ramp-up time by 40% and helped standardize training frameworks across teams.

Experience

Work history, roles, and key accomplishments

Customer Success Lead

Think & Learn Pvt Ltd (BYJU'S)

Jan 2022 - Dec 2023 (1 year 11 months)

Led a 40-50-member Customer Success team managing 8,000+ active customers across premium product segments. Drove SLA adherence from 82% to 96% and resolved 250+ high-risk escalations with over 90% retention outcome.