Ayesha Naaz
Bengaluru
Summary
Customer Success Manager with over 8 years of experience in enhancing client engagement and retention within SaaS environments. Expertise in aligning customer needs with product development, establishing efficient support systems, and utilizing data-driven insights to boost product usability. Demonstrated success in optimizing onboarding processes and converting trial users into loyal, paying customers.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Countable
Bengaluru
06.2025 - Current
- Served as primary liaison between customers, product, and engineering teams, translating client feedback into actionable product enhancements.
- Led implementation of customer support system and knowledge base, increasing response efficiency and reducing inbound queries by 30%.
- Designed and executed onboarding and training programs that streamlined client adoption, cutting setup time by 25%.
- Drove conversion of free trials to long-term paid partnerships through proactive guidance and personalized product walkthroughs, achieving over 80% conversion rates.
- Collaborated with product and insights team to analyze customer feedback and usage data, identifying patterns that guided feature improvements and enhanced product supportability.
- Led pre-release testing and validation initiatives to ensure feature stability, support readiness, and exceptional customer experience.
Customer Success Manager (Configuration Specialist)
Richpanel
Bengaluru
08.2024 - 05.2025
- Managed a global client portfolio across North America, Europe, Australia, and the Asia-Pacific region, achieving a 95% retention rate.
- Configured SaaS platforms for over 100 clients, ensuring a 98% success rate in seamless integrations.
- Oversaw 50+ high-value accounts, driving renewals, and boosting recurring revenue by 20%.
- Increased product adoption by 30% and platform ROI by 25% through tailored guidance.
- Partnered cross-functionally, using insights from over 200 interactions to improve features by 15%.
- Trained over 500 end users, raising platform utilization by 40% within 90 days.
- Delivered KPI-driven insights, cutting churn by 20% and improving engagement by 15%.
Senior Manager - Customer Experience
Think & Learn
Bengaluru
05.2022 - 07.2024
- Spearheaded team of 6 managers and 120 specialists to oversee product lifecycle and user experience.
- Implemented retention strategies, achieving 70% increase in renewal rates for clients in Middle East and US.
- Directed development of onboarding program, reducing customer onboarding time by 50%.
- Revamped referral campaign, generating 38,000 new users and boosting customer acquisition.
- Executed lead generation campaigns, resulting in 15% revenue growth.
- Collaborated with cross-functional teams to establish customer engagement programs and loyalty initiatives.
- Established k10 Hypercare team to prioritize escalations, reducing refund rate from 22% to 15%.
- Constructed k12 issue resolution team to address B2B and B2C client queries, decreasing repeated inquiries by 20%.
Manager - Customer Experience
Think & Learn
Bengaluru
08.2020 - 04.2022
- Led 30+ CRM specialists, boosting productivity by 20% through focused coaching and mentoring.
- Drove onboarding and adoption, strengthening customer relationships across the lifecycle.
- Aligned business reviews with customer goals, lifting engagement by 25% and usage by 20%.
- Built customer champions, increasing referrals by 30% and NPS by 15%.
- Proactively managed health metrics, achieving 98% satisfaction, and reducing churn by 20%.
- Partnered with internal teams to act on feedback, driving a 15% rise in feature adoption.
Product Specialist
Think & Learn
Bengaluru
07.2017 - 07.2020
- Served as subject matter expert, ensuring customer understanding of product features and use cases.
- Provided strategic guidance to align product capabilities with business objectives.
- Designed and delivered over 50 training sessions, enhancing product utilization for maximum impact.
- Assisted over 500 customers in customizing features, achieving 35% increase in optimal usage.
- Negotiated and secured over 100 renewal contracts, attaining 95% customer retention rate.
Education
Career Accelerator Program - Product Management
Upraised
Bengaluru04-2023
Bachelor of Technology - Computational Science
Bengal College of Engineering And Technology
Durgapur06-2017
Skills
- SaaS implementation and CRM expertise
- Onboarding and training
- Customer retention strategies
- Upselling and cross-selling
- Consultative support
- Problem solving and analytics
- Customer health monitoring
- Proactive client engagement
- Stakeholder management
- Business reviews and ROI analysis
- Process optimization
- Product feedback and development
- Technical support
- SaaS platform knowledge
- Digital adoption strategies
- Team collaboration
- Executive presentations
- API integration
- Renewal negotiation strategies
- Data analysis techniques
- Product vision development
- Roadmap planning and strategy
- Software lifecycle management
- New product launches
Tools
Leadsquared, Salesforce, HubSpot, Intercom, Zendesk, Freshdesk, Richpanel, Klaviyo, Zapier, Jira, Linear, Notion, Slack, OMS, SurferSEO, PostHog, Figma, Whimsical, Stripe, Monday.com
Timeline
Customer Success Manager
Countable
06.2025 - Current
Customer Success Manager (Configuration Specialist)
Richpanel
08.2024 - 05.2025
Senior Manager - Customer Experience
Think & Learn
05.2022 - 07.2024
Manager - Customer Experience
Think & Learn
08.2020 - 04.2022
Product Specialist
Think & Learn
07.2017 - 07.2020
Career Accelerator Program - Product Management
Upraised
Bachelor of Technology - Computational Science
Bengal College of Engineering And Technology