Naveen N

Led strategic customer engagement initiatives by conducting regular Monthly and Quarterly Business Reviews (MBRs/QBRs) to align on KPIs, drive value realization, and strengthen long-term partnerships.

Maintained a 100% customer retention rate across all assigned enterprise accounts through proactive support, relationship building, and outcome-driven account management.

Consistently achieved an NPS score of 9+ every quarter, reflecting exceptional customer satisfaction and trust.

Managed a portfolio of elite enterprise clients across the Middle East, UK, and South America, ensuring successful onboarding, adoption, and long-term success.

Spearheaded the building of a high-performing Customer Success team, leading multiple campus drives and hiring initiatives to scale support capabilities.

Designed and implemented the entire Customer Success process, enabling the team to meet key retention, satisfaction, and upsell targets.

Drove successful adoption across all enterprise accounts, elevating client relationships to the advocacy level, and secured client testimonials as a testament to value delivered and service excellence.

Provided dedicated support to B2B clients in the U.S. for a leading SaaS product, ensuring prompt and effective assistance via phone, email, and live chat.

Resolved client inquiries with a strong focus on first-contact resolution and customer satisfaction.

Collaborated with cross-functional teams in case management to address complex client issues efficiently.

Gathered and analyzed client feedback and product usage data to support the product development team in enhancing key features and improving overall user experience.

Played a key role in reducing churn and driving customer retention by aligning product capabilities with client expectations, contributing to a retention rate exceeding 90%.

Actively supported client onboarding and product adoption efforts, ensuring clients achieved measurable success with the platform.

Consistently maintained 95%+ client satisfaction ratings across all quarters through proactive engagement and relationship management.

Provided multi-channel support to clients in the U.S. via telephone, email, and live chat, ensuring timely and effective resolution of service requests.

Served as an Operations Specialist, handling complex client issues and service escalations with precision and urgency.

Acted as a Level 2 Support Specialist, stepping in when Level 1 support was unable to resolve client concerns or when managing high-sensitivity situations involving dissatisfied clients.

Played a key role in improving customer retention from 65% to 80% during the 2018–2019 period through proactive issue resolution and relationship management.

Consistently achieved 90%+ client satisfaction on a monthly basis, earning multiple internal awards for outstanding service and performance.

Designed, maintained, and updated tracking spreadsheets to monitor key operational processes and performance metrics.

Actively gathered and analyzed customer feedback to help influence product enhancements and service delivery improvements, contributing to overall customer success.