Harleen Kaur
Bengaluru
Summary
Passionate about driving customer success and delivering measurable outcomes, I bring over 5 years of experience in the SaaS industry, including 2 plus years in a leadership capacity. I’ve successfully managed enterprise portfolios with $1M+ ARR, led high-impact onboarding and adoption initiatives, and unlocked $200K+ in upsell and cross-sell opportunities. With deep expertise in Customer Success Management (CSM), CRM, customer retention, and lifecycle management, I focus on building strong, value-driven relationships that lead to multi-year renewals and high NPS scores (avg. 9.1). Skilled in QBRs, stakeholder engagement, and change management across verticals like healthcare, BFSI, and automotive. Technically fluent in Salesforce, SAP ERP, JIRA, and Microsoft Dynamics, and grounded in a strong foundation of sales and marketing from the EdTech space.
Overview
6
6
years of professional experience
Work History
Digital Adoption - Customer Onboarding Specialist
Whatfix - Contractor ( Spurrtree Technologies)
Bengaluru
07.2023 - 01.2025
International Customer Success Manager
LearnDesk
Bengaluru
12.2021 - 06.2023
- Led customer success initiatives across North America, enhancing product adoption and engagement for a diverse client portfolio.
- Executed sales strategies and secured major contracts, driving significant revenue growth and expanding customer accounts.
- Managed renewal processes for high-value accounts, achieving a 95% renewal rate through effective negotiation and relationship management.
- Implemented churn reduction strategies by analyzing customer feedback, identifying risks, and proactively addressing issues to improve retention.
- Delivered impactful product demos and training sessions, maximizing client understanding and utilization of features.
- Collaborated with the sales team to identify upsell and cross-sell opportunities, and utilized customer success metrics to optimize strategies and improve satisfaction.
Sales Manager
Upgrad Pvt Ltd
Kolkata
12.2020 - 03.2022
- Developed and implemented strategic sales plans to achieve revenue targets, expand market reach, and increase client acquisition within the EdTech sector.
- Built and nurtured relationships with educational institutions and organizations, offering tailored solutions to meet their educational needs and drive adoption.
- Led a sales team, providing training, mentorship, and performance management to meet individual and team sales objectives.
- Conducted compelling product presentations and demonstrations to prospective clients, showcasing the benefits of EdTech solutions to drive sales.
- Managed the sales pipeline from lead generation to closing, utilizing CRM tools for tracking, forecasting, and ensuring timely follow-ups.
Sales and Marketing Manager
Byjus - Think and Learn Pvt Ltd.
Kolkata
09.2018 - 11.2019
- Implemented and refined sales processes and methodologies to enhance efficiency and effectiveness, resulting in improved conversion rates and shorter sales cycles.
- Conducted market research and competitive analysis to identify emerging trends, new opportunities, and potential threats, adjusting strategies accordingly.
- Collaborated with cross-functional teams, including marketing and product development, to align sales strategies with product features and customer needs.
- Delivered exceptional customer service and support, addressing client inquiries, resolving issues, and ensuring high levels of satisfaction and repeat business.
- Designed and executed targeted sales campaigns, leveraging data-driven insights to optimize outreach and increase engagement with key educational decision-makers.
Education
Bachelor of Arts - English Honours
University of Calcutta
Kolkata12-2020
Skills
- Customer Success Management (CSM)
- Customer Relationship Management (CRM)
- Customer Retention & Churn Management
- Account Management & Renewals
- Product Adoption & Customer Enablement
- Customer Lifecycle Management
- Stakeholder Management & Engagement
- Strategic & Technical Consulting
- SaaS / Cloud Computing Expertise
- Customer Satisfaction (CSAT) & NPS
- Upselling & Cross-Selling
- Customer Onboarding & Training
- Analytical Skills & Usage Insights
- Effective Communication & Presentation Skills
- Salesforce (or CRM platform proficiency)
Education
other
Languages
3,B1,3,B1,6,C2
Timeline
Digital Adoption - Customer Onboarding Specialist
Whatfix - Contractor ( Spurrtree Technologies)
07.2023 - 01.2025
International Customer Success Manager
LearnDesk
12.2021 - 06.2023
Sales Manager
Upgrad Pvt Ltd
12.2020 - 03.2022
Sales and Marketing Manager
Byjus - Think and Learn Pvt Ltd.
09.2018 - 11.2019
Bachelor of Arts - English Honours
University of Calcutta
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