Keerthana N D Raju

• Owned post-onboarding success for a portfolio of enterprise B2B SaaS customers, driving adoption, account health, and long-term value realization.
• Partnered closely with customer stakeholders to understand business objectives, and translate them into actionable platform usage strategies.
• Led regular customer reviews with senior stakeholders, presenting usage metrics, performance insights, risks, and next-step recommendations.
• Monitored account health signals and proactively identified churn risks, coordinating with Sales and Support teams to stabilize accounts.
• Worked cross-functionally with Product, Engineering, and Support to resolve issues, improve workflows, and ensure timely customer outcomes.
• Delivered enablement sessions and large-scale webinars to improve product understanding, feature adoption, and customer confidence.

Impact:

• Strengthened account health and retention by proactively identifying adoption gaps, risk signals, and escalation patterns, and coordinating corrective actions with Sales, Support, and Engineering teams.
• Supported renewal and expansion readiness by uncovering new use cases and improvement opportunities through regular customer reviews and usage analysis.
• Improved customer confidence and engagement through structured executive-level reviews, clear action plans, and consistent follow-ups.
• Delivered large-scale customer enablement through enterprise webinars and training sessions, driving broader platform understanding and adoption.
• Contributed to customer experience improvements by participating in internal automation and support tooling initiatives that reduced response times, and improved service consistency.

• Owned end-to-end success for premium clients, from discovery and onboarding, through delivery, reviews, and repeat engagements.
• Acted as the primary point of contact, managing goals, timelines, expectations, and escalations across multiple stakeholders.
• Designed structured communication cadences, milestone reviews, and feedback loops to ensure consistent delivery quality and customer satisfaction.
• Proactively identified risks, improvement areas, and opportunities for deeper engagement, driving repeat business and long-term relationships.
• Operated in a high-ownership, fast-paced environment, independently managing multiple client accounts and priorities.

Impact:

• Achieved strong repeat engagement rates through proactive relationship management and outcome-focused delivery.
• Improved client satisfaction by introducing clearer onboarding, milestone tracking, and review processes.

• Owned end-to-end seller relationships, resolving complex operational, compliance, and account issues.
• Managed high-severity escalations and collaborated cross-functionally with Payments, Investigations, and CS teams.
• Used data and trend analysis to identify recurring pain points and recommend process improvements.

• Provided L2 technical support for global enterprise clients across SAP, mainframe, and enterprise applications.
• Handled incident and problem management, service impact analysis, and technical escalations.
• Contributed to internal knowledge bases and technical training initiatives.