Kamlesh Upadhyay
Pithoragarh
Summary
Customer Success Manager with 5 years of experience in customer support/success, process improvement, and product adoption across SaaS and Web3 environments.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Intract Software Private Limited
Gurugram
05.2024 - 07.2024
- Acted as primary point of contact for clients launching “quests” on Intract’s Web3 platform; guided them from initial onboarding through to live launch and subsequent engagement.
- Worked closely with clients to build, design, and optimise their quests, advising on structure, content, and user experience to maximise success and partner satisfaction.
- Monitored quest performance and user-engagement data; identified patterns and provided actionable insights to clients for improving conversion, participation, or retention.
- Acted as liaison between clients and internal teams (product/technical/support) — relaying feedback, suggesting improvements, and ensuring client requirements translated into platform enhancements.
- Identified happy partners and used those relationships to drive referrals and new quest opportunities.
Cutomer success manager
HIGHLEVEL INDIA PRIVATE LIMITED
Remote
03.2024 - 05.2024
- Guided clients through the complete onboarding process, ensuring smooth account activation and a clear understanding of platform features.
- Set up and configured the product/service based on each client’s requirements, including workflows, integrations, and initial customisation.
- Delivered training sessions to help clients adopt the platform effectively and use key tools confidently.
- Acted as the primary support contact for all inbound queries, resolving technical issues, account problems, and feature-related questions.
Customer Success Manager
LCX Technologies Pvt. Ltd (Crypto Currency Exchange)
Gurugram
10.2021 - 06.2023
- Managing different media of communication
with clients, such as calls, chats, emails, and tickets. - Ensuring timely resolution of customer queries and issues regarding blockchain, crypto and web 3
- Guiding users on trading workflows and platform features to improve adoption and reduce losses.
- Conducted competitive analysis of major crypto exchanges to identify product and support best practices, presenting actionable recommendations to management.
- Building, leading, and assisting the Customer Support team.
- Conducting daily team meetings and educational sessions for the team.
- Maintaining and renewing SOP documents for the team.
- Handling customer escalations.
- Acting as a customer advocate within the company, representing their feedback and needs to the relevant teams.
- Working on CS metrics such as CSAT, NPS, FRT, MRR, Churn rate, etc
- Conducting regular check-ins to ensure customers are leveraging the full capabilities of our offerings.
Customer Success Manager
Voicetree Technologies Pvt. Ltd
New Delhi
05.2019 - 06.2021
- On-boarding new clients and providing them with
complete product training - Developing a thorough understanding of clients'
needs and requirements and preparing
customized solutions - Expanding relations with existing clients and
channel partners by continuously proposing
solutions that meet their objectives - Increasing revenue through upsell and cross sell
- Working on renewals and finding different
methods of reducing churn - Working on CS metrics like NPS, ARPU, MRR and FRT etc
- Preparing client's profiling in order to understand
the needs of specific clients and helping the
marketing team - Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges
- Researched and recommended new products to meet customer needs
- Helping the management in creating new
processes and SOP. - Providing training to new joiners in the support team
Customer Support Executive
Voicetree Technologies Pvt. Ltd
New Delhi
09.2018 - 05.2019
- On-boarding new clients and providing them with complete knowledge of the product
- Providing technical support to 500+ clients single-handedly
- Managing different mediums of communication with the clients such as calls, chat, emails, tickets and in person meetings
- Working on renewals and churn management
- Working on referrals and increasing the revenue for the organisation
Business Development Executive
EWebGuru Solutions Pvt. Ltd
Noida
01.2018 - 06.2018
- Understanding business model of web hosting and various aspects of it.
- Exploring new avenues for business and comprehending market
- Generating new business through various platforms
- Understanding needs of existing clients in order to sustain them and lower churn rate.
- Renewal of existing customer
Education
Bachelor of Arts - Economics And Geography
Kumaon University
Haldwani (Nainital)05.2014
Skills
- Customer Success & Communication: Client support via calls/chat/email Relationship management Escalation handling Team collaboration & leadership
- Technical & Analytical: Data analysis Troubleshooting User onboarding/training and product enablement Tools: CRM & support platforms (HubSpot, Zoho), Workflow tools (Jira, Notion, Kissflow) Ticketing and knowledge bases MS Office Suite (Excel, Word, PowerPoint)
- Crypto & Web3: Blockchain fundamentals CEX & DEX DeFi concepts NFTs & tokenised assets On-chain analysis Trading fundamentals
Interests
Photography
Nature
Music
Meditation
Crypto
Timeline
Customer Success Manager
Intract Software Private Limited
05.2024 - 07.2024
Cutomer success manager
HIGHLEVEL INDIA PRIVATE LIMITED
03.2024 - 05.2024
Customer Success Manager
LCX Technologies Pvt. Ltd (Crypto Currency Exchange)
10.2021 - 06.2023
Customer Success Manager
Voicetree Technologies Pvt. Ltd
05.2019 - 06.2021
Customer Support Executive
Voicetree Technologies Pvt. Ltd
09.2018 - 05.2019
Business Development Executive
EWebGuru Solutions Pvt. Ltd
01.2018 - 06.2018
Bachelor of Arts - Economics And Geography
Kumaon University