Parvathraj Jeganathan
Customer Success Manager
Bangalore
Summary
Customer Success Manager with 3+ years of SaaS experience and 7 years in hospitality, known for building strong client relationships, driving product adoption, and delivering long-term customer value. Calm, thoughtful, and proactive communicator who thrives in remote-first, async environments. Experienced in managing accounts across EMEA and the Americas, with a strong focus on onboarding, lifecycle engagement, and strategic retention. Comfortable owning tools like HubSpot, Notion, Canva, and Zapier to support cross-functional collaboration and scalable customer success.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
5
5
Languages
Work History
Customer Success Manager (EMEA and Americas)
Tagalys Inc
06.2022 - Current
- Company Overview: SaaS, Visual Merchandising Platform (Shopify - Fashion & Lifestyle)
- Build and maintain strong relationships with key customers across regions
- Serve as a trusted advisor, providing ongoing guidance and support
- Conduct quarterly or half-yearly business reviews to assess satisfaction and align goals
- Ensure consistent communication and relationship-building across accounts
- Identify and collaborate with customers for case studies and testimonials
- Monitor and improve key customer metrics (satisfaction, retention, and performance
- Analyze usage and behavioral data to generate actionable insights
- Identify and communicate upsell and cross-sell opportunities based on product usage
- Develop and execute customer success plans for strategic accounts
- Implement proactive strategies to mitigate churn risks
- Work closely with product teams to share and act on customer feedback
- Prepare pricing sheets and proposals for new and expanding clients
- Partner with marketing on success stories and testimonials
- Coordinate with support teams for smooth escalation management
- Act as a customer advocate across internal teams to influence product and support decisions
- Handle customer escalations professionally and efficiently
- Provide tailored training sessions and resources to support feature adoption
- Develop and share best practices for product usage to drive long-term success
- Lead HubSpot CRM management, including reports, workflows, and access control
- Oversee and manage JustCall support line operations
Manager – Customer Experience
Sunday Mattress
10.2021 - 02.2022
- Effectively supervised day-to-day front and back end operations of a busy customer service department.
- Managed all inbound queries though omnichannel integration.
- Implementing change that anticipates and addresses customer questions, needs, and complaints, providing a personalized customer experience.
- Continuously improved the customer’s touchpoints with the brand.
- Reviewing and pulling insights from analytics and data ensuring the team is aligned with the company's goals.
- Created and implemented the brands SOP towards customer grievances.
General Manager – Customer Service & Operations
Ministry of Barbeque
12.2019 - 10.2021
- Hired, trained, and managed a team of more than 50 members.
- Created a unique dining experience for customers through efficient systemic processes.
- Designed operation workflows to suitably increase ROI while controlling cost flow.
- End-end business development of the outlet through coordinated efforts across multiple functions.
General Manager – Customer Service & Operations
Bindaas Rasoi
12.2017 - 10.2019
- Improved employee retention rate from 55% to 90%.
- Reduced 15% on overall expenses projected in the yearly budget through lean programs without sacrificing quality.
- Implemented on-time delivery and slashed inventory costs by 20%.
Manager – Customer Service & Operations
Diet Box
03.2015 - 11.2017
- Increased production sales by 25%.
- Reduced inventory costs by 20% by implementing lean program.
- Increased return customers to 30% through excellent customer service.
Education
Some College (No Degree) - M.Sc. in Micro And Nano Technology
TU Chemnitz
Chemnitz, Germany 09.2012 - 10.2014
B.E. - Electrical & Electronics Engineering
Anna University
Chennai 09.2007 - 09.2011
Higher Secondary - Science
Velammal Matriculation School
Chennai 06.2006 - 06.2007
SSLC - General
Gill Adarsh Matriculation School
01-2004
Skills
- Customer onboarding & enablement
- Client lifecycle management
- Customer retention & renewals
- Strategic account planning (QBRs, check-ins)
- Product adoption strategy
- Upsell & cross-sell identification
- Usage data analysis & churn risk detection
- CRM hygiene & data stewardship
- Async communication & remote collaboration
- Stakeholder engagement (internal & external)
- Process improvement & documentation
- Proactive & patient client communication
- Growth mindset & fast learning
- Prioritization & time management across multiple accounts
Tools
- HubSpot
- Chargebee
- JustCall
- Google Workspace
- Slack
- Notion
- Canva
- Zapier
- Zendesk
- Freshdesk
- N8n
- Relay
Accomplishments
- Gold Medalist – French, Velammal Matriculation
- Captain – Cricket Team, Anna University
- Admin – Indian Cultural Group, TU Chemnitz
- Visited UK-based clients multiple times in 2024 and 2025 to strengthen presence, conduct QBRs, gather roadmap feedback, and reinforce long-term partnerships.
Timeline
Customer Success Manager (EMEA and Americas)
Tagalys Inc
06.2022 - Current
Manager – Customer Experience
Sunday Mattress
10.2021 - 02.2022
General Manager – Customer Service & Operations
Ministry of Barbeque
12.2019 - 10.2021
General Manager – Customer Service & Operations
Bindaas Rasoi
12.2017 - 10.2019
Manager – Customer Service & Operations
Diet Box
03.2015 - 11.2017
Some College (No Degree) - M.Sc. in Micro And Nano Technology
TU Chemnitz
09.2012 - 10.2014
B.E. - Electrical & Electronics Engineering
Anna University
09.2007 - 09.2011
Higher Secondary - Science
Velammal Matriculation School
06.2006 - 06.2007
SSLC - General
Gill Adarsh Matriculation School
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