Julieo Caleb
Summary
Results driven Operations & Customer Success Leader with 12+ years of experience in B2B SaaS, AI, and IT solutions. Proven expertise in scaling customer success operations, streamlining processes, and leading cross-functional teams to deliver exceptional client experiences and business growth. Skilled in KPI,SOP & KRA framework implementation, client retention strategy, and stakeholder management. Recognised for driving operational efficiency, improving customer adoption, and fostering high-performing teams.
Overview
12
12
years of professional experience
1
1
Certification
Work History
AI Powered Business Operations Manager - SaaS
Prosperr.io
Bengaluru
06.2025 - Current
- Led and managed a cross-functional team of 30 members (Customer Success Managers, Customer Support representatives, Associate Project Managers, and MIS Analysts).
- Oversaw end-to-end ticket management (20,000+ monthly), ensuring SLA compliance, timely resolution, and escalation handling.
- Directed customer success initiatives, driving client engagement, monitoring consumption metrics, and improving retention.
- Managed APM functions, including client onboarding, webinars, Demos, SOPs, and Project escalations, for smooth execution.
- Defined and monitored KPI and KRA frameworks to streamline processes, enhance accountability, and optimize performance.
- Collaborated with Product and Engineering teams for product reviews, performance analysis, and enhancement initiatives.
- Engaged with stakeholders in weekly updates, and represented Operations in monthly and quarterly review forums, delivering dashboards and strategic insights.
- Compliance and Risk Management: Consistently ensured adherence to all relevant regulations and company policies, while proactively identifying, assessing, and mitigating operational risks.
- Created and Standardized a single SOP framework across all clients and introduced a structured audit process to detect and eliminate operational gaps.
Account Manager - Customer Success
Jasper Digital
London
02.2022 - 05.2025
- Managed a diverse portfolio of key accounts, ensuring high client satisfaction, and retention.
- Assisted with onboarding and product setup, fostering successful adoption.
- Negotiated contract renewals, securing long-term commitments from major clients.
- Served as the primary contact, building trust with key decision-makers.
- Monitored customer metrics, addressing potential issues proactively.
- Analyzed feedback to enhance service quality and product offerings.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Managed APM functions, including client onboarding, webinars, live demos, SOPs, and project escalations, for smooth execution.
- Engaged with stakeholders in weekly updates, and represented Operations in monthly and quarterly review forums, delivering dashboards and strategic insights.
- Directed customer success initiatives, driving client engagement, monitoring consumption metrics, and improving retention.
Sales Manager - B2B Business Development
WhiteHat Jr
10.2020 - 08.2021
- Lead, coach, train, and motivate direct reports through pipeline reviews, managing daily and weekly activities, forecasts and closed deals to ensure individual and team quotas.
- Analyzing sales statistics to determine growth potential and working towards specific KPIs and challenging targets.
- Update and manage all sales activities, opportunities, and account information in CRM (Salesforce).
- Managing the sales cycle for both inbound leads (80%) and outbound prospects (20%).
- Maintain a disciplined pipeline with accurate updates to ensure reliable predictability in revenue forecasting.
- Acquire and maintain a solid understanding of the value proposition of the platform as well as the existing and future needs of new prospects and existing customers.
- Strong track record of achieving sales targets.
- E-Learning - SaaS
B2B - Business Development Manager
Manorama Infosolutions
07.2018 - 09.2019
- Identify and qualify new opportunities through outbound sales, inbound enquiries, networking, use of social media and industry events.
- Feed in insight from the industry to help shape the sales and go to market strategy.
- Provide prospects with detailed proposals, product demonstrations.
- Defined sales roadmap and formulated attractive commercial propositions to attract potential clients and build goodwill.
- Manage sales pipeline and forecasting.
- Utilize various sales techniques and strategies to drive revenue growth.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Monitored market trends and competitor activities to identify areas of potential opportunity.
- HIMS - SaaS - Healthcare
B2B - Business Development Manager
TCognition Consultancy
05.2017 - 06.2018
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision-makers.
- Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Generated new business with marketing initiatives and strategic plans.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- SAP Business One
B2B- Business Development Executive
Selling Simplified
04.2016 - 04.2017
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Enhanced lead generation through cold calling and appointment setting strategies.
- Exceeded sales targets through effective prospecting, lead generation, and product demonstrations.
- Increased lead generation by conducting comprehensive market research and competitor analysis.
- Achieved sales targets consistently with effective prospecting and lead generation strategies.
- Supported sales teams with lead generation activities, resulting in increased revenue.
- Lead Generation
Account Manager - B2B Business Development
SeerMinds Technologies
08.2013 - 03.2016
- Explore new territories for sales and create new markets through portfolio enlargements and strategic partnerships.
- Managed and direct all client services and sales activities including account maintenance and daily prospecting activities.
- Successfully onboard new clients and ensure they unlock maximum value from working throughout their lifecycle as client.
- Developing strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports.
- Implemented innovative prospecting techniques that led to increased lead generation rates.
- Delivered consistent sales growth through effective lead generation and pipeline management.
- Identified prospects through cold calling, social media and trade publications.
- ETicketing System - SaaS
Education
Bachelor - Computer Application
Madurai Kamaraj University
India01.2014
Skills
- B2B Operations
- Team management
- Customer success
- Relationship building
- CRM expertise
- Salesforce and Microsoft Dynamics
- Zoho proficiency
- Negotiation skills
- Account development
- Customer relationship management
- Team building strategies
- Revenue growth initiatives
- Strategic planning
- Presentation skills
- Onboarding and training programs
- Data analytics
Accomplishments
• Improved customer retention by 35% through proactive account management and tailored engagement strategies.
• Increased renewal rates by 20%, driving $5M in additional annual revenue via upsell and retention programs.
• Successfully onboarded over 12,000 plus clients, leading to a 20% increase in product adoption.
• Spearheaded process improvements that reduced ticket resolution turnaround time by 85% and improved SLA adherence.
• Managed a portfolio of over 1,000 clients, contributing to $5M in annual revenue through relationship growth.
• Maintained 100% adherence to SOPs and compliance standards, ensuring error-free operations across processes.
• Implemented structured compliance checks that reduced documentation gaps by 75% and strengthened audit readiness.
• Standardised operational workflows, resulting in a 40% improvement in process consistency and service quality.
• Increased renewal rates by 20%, driving $5M in additional annual revenue via upsell and retention programs.
• Successfully onboarded over 12,000 plus clients, leading to a 20% increase in product adoption.
• Spearheaded process improvements that reduced ticket resolution turnaround time by 85% and improved SLA adherence.
• Managed a portfolio of over 1,000 clients, contributing to $5M in annual revenue through relationship growth.
• Maintained 100% adherence to SOPs and compliance standards, ensuring error-free operations across processes.
• Implemented structured compliance checks that reduced documentation gaps by 75% and strengthened audit readiness.
• Standardised operational workflows, resulting in a 40% improvement in process consistency and service quality.
Phone
+91, 9049886464 / +447826324193
Certification
Full UK - Driving License.
Key Product & Service Expertise
- Healthcare /HIMS/ EHR/ Telemedicine
- SAP B1 / Turnkey Software solutions
- Payment Gateway solutions / Digital Banking / Fintech
- Staff Augmentation / Managed IT services
- Tax Management Solutions / FBP / Payroll Management Solutions
- Edtech / Elearning
- AI Chatbot.
Timeline
AI Powered Business Operations Manager - SaaS
Prosperr.io
06.2025 - Current
Account Manager - Customer Success
Jasper Digital
02.2022 - 05.2025
Sales Manager - B2B Business Development
WhiteHat Jr
10.2020 - 08.2021
B2B - Business Development Manager
Manorama Infosolutions
07.2018 - 09.2019
B2B - Business Development Manager
TCognition Consultancy
05.2017 - 06.2018
B2B- Business Development Executive
Selling Simplified
04.2016 - 04.2017
Account Manager - B2B Business Development
SeerMinds Technologies
08.2013 - 03.2016
Bachelor - Computer Application
Madurai Kamaraj University