HEENA NAVREEN S
Chennai
Summary
Customer Success professional with over 7 years of experience partnering with customers, product, and engineering teams to drive value-driven delivery in SaaS environments. Proven ability to facilitate collaboration, remove impediments, and align stakeholders to improve customer outcomes, product adoption, and long-term value realization. Strong in analytical thinking, problem-solving, and translating customer insights into actionable backlog priorities that support continuous improvement and sustainable growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager
DropThought
Chennai
06.2024 - 10.2025
- Facilitated successful onboarding and adoption of Dropthought’s real-time experience management modules by enabling teams and stakeholders through structured training, clear goals, and continuous feedback loops.
- Leveraged CX and CSAT data to drive data-informed discussions, helping cross-functional teams identify impediments, prioritize improvements, and make better product decisions.
- Acted as a servant leader and key liaison between customers, product owners, and engineering teams, ensuring customer feedback was translated into well-defined backlog items and aligned with business value.
- Conducted regular stakeholder check-ins and reviews to assess satisfaction, track engagement, and ensure transparency on progress, risks, and outcomes.
- Supported continuous improvement by gathering user feedback and facilitating retrospectives that informed product enhancements and process optimizations.
- Ensured value delivery by aligning customer expectations with sprint goals and roadmap priorities, removing communication gaps between product, engineering, and customer-facing teams.
- Partnered with governmental institutions across Brunei, Oman, Saudi Arabia, and the broader Middle East to enable smooth implementation of customer experience modules while coordinating multiple stakeholders in complex environments.
Customer Success Manager
Zluri
Chennai
06.2023 - 06.2024
- Owned and supported a portfolio of 30 customer accounts across the ROW region, ensuring consistent delivery of value through structured engagement and clear communication.
- Achieved 100% renewal (8/8 customers) over the last two quarters by aligning customer outcomes with product capabilities and delivery timelines.
- Managed a $5M USD book of business, balancing customer needs, priorities, and long-term value realization.
- Built strong stakeholder relationships through regular cadences, quarterly reviews, and audits, ensuring transparency, alignment, and continuous improvement.
- Improved product stickiness by collaborating with internal teams to identify cross-sell and up-sell opportunities aligned with customer goals.
- Supported customers with quarterly SaaS optimization reviews, helping them identify and realize monthly and annual cost savings while maximizing platform utilization.
Solution Consultant
Kissflow
Chennai
01.2022 - 05.2023
- Developed Customer Champions across Australia, Asia, Europe, and India who could then confidently utilize the tool independently.
- Conducted in-depth analysis of requirements shared by the sales team and collaborated closely with customers to understand their pain points, implemented effective solutions prior to taking workflows live.
- Handled about 25 customers and worked on 10 internal applications with a minimum of 4/5 ratings from customers and zero churns during the implementation phase.
- Made 80% of customers upgrade plans and user licenses.
Technical Product Specialist
Kissflow
Chennai
05.2018 - 12.2021
- Qualified inbound leads, conducted product walkthroughs, and built tailored workflows in trial accounts to address prospect needs, driving conversions through effective follow-ups and strategic sales approaches. Average ticket size is $590/month.
- Generated about 3,67,000 ARR from closing 50 leads across the UK, Middle East, African, and Asia Pacific regions.
Education
B.Tech - Computer Science and Engineering
B.S.Abdur Rahman Crescent Institute of Science and Technology
05.2018
Skills
- Stakeholder & Customer Management (rapport building, alignment, retention)
- Value-Driven Delivery (outcome tracking, value realization, adoption)
- Backlog & Prioritization Management (requirements clarity, roadmap alignment)
- Cross-Functional Collaboration (product, engineering, customers)
- Project & Delivery Management (planning, dependencies, risk, timelines)
- Data & Experience Analytics (CX, CSAT, insights-driven decisions)
- Product Adoption & Implementation (onboarding, enablement, change management)
Certification
Certified Scrum Master
Languages
- English, Proficient
- Tamil, Native
- Hindi, Proficient
Timeline
Customer Success Manager
DropThought
06.2024 - 10.2025
Customer Success Manager
Zluri
06.2023 - 06.2024
Solution Consultant
Kissflow
01.2022 - 05.2023
Technical Product Specialist
Kissflow
05.2018 - 12.2021
B.Tech - Computer Science and Engineering
B.S.Abdur Rahman Crescent Institute of Science and Technology