Summary
Overview
Work History
Education
Skills
Certification
Languages
Awards
Timeline
Generic

Sai Rakesh Cholleti

Hyderabad

Summary

Client-driven Customer Success Manager with over 5 years of experience across HR tech, immigration consulting, and US-based support operations. Known for managing high-touch client relationships, leading successful onboarding programs, and ensuring long-term satisfaction and retention. Demonstrated ability to work cross-functionally to reduce churn, improve CSAT (96%), and deliver value in both SaaS and service environments. Skilled in engaging with diverse, high-profile clients including CXOs, researchers, and academics to ensure seamless service delivery.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager

EB1A-EXPERTS
Hyderabad
12.2024 - Current
  • Acted as the strategic bridge between clients and internal teams (legal, editorial, research), ensuring each case was tailored to meet USCIS EB-1A petition standards.
  • Led onboarding for highly accomplished professionals—including researchers, scientists, and CXOs—by understanding their profiles and guiding internal workflows accordingly.
  • Translated complex client backgrounds into structured internal briefs, enabling operations teams to build compelling case documents with precision.
  • Monitored each case lifecycle from intake to petition drafting, ensuring deliverables were on track and aligned with the client's professional narrative, and USCIS expectations.
  • Conducted milestone-based check-ins with clients, addressed objections or concerns proactively, and ensured transparency throughout the process.
  • Collaborated with leadership to fine-tune client engagement strategies, reducing process drop-offs, and improving overall service quality.

Senior Customer Success Manager

Keka Technologies Pvt Ltd
Hyderabad
04.2021 - 10.2024
  • · Managed end-to-end onboarding and support for 180+ B2B clients, ensuring seamless implementation of Keka’s HR and payroll platform.
  • · Achieved an average CSAT score of 96%, driven by fast response times, clear communication, and consistent follow-through.
  • · Led the renewal process for a portfolio of high-value accounts, maintaining a renewal rate above 92%through strategic engagement and relationship management.
  • · Reduced customer churn to under 6% annually by proactively addressing concerns and aligning platform capabilities with evolving client needs.
  • · Delivered targeted training sessions to HR teams and payroll admins, helping clients maximize day-to-day usage and confidence in the platform.
  • · Collaborated cross-functionally with Product and Support teams to ensure timely resolution of issues, improving client satisfaction and retention.

Customer Support Executive

Examity
Hyderabad
02.2018 - 03.2021
  • Working with the Examity process which is a semi-voice process that deals with US students where we collect all the details of the students to conduct the University exam in the Examity tool and proctor the student to verify his/her details and continue the exam.
  • Monitoring of students during exams to ensure the academic integrity of the exam process on behalf of Universities.
  • Troubleshooting steps are given to the student during the exam in case of any technical issues.
  • Managing and reporting the incidents in CRM (Customer Relationship Management) through resolution.
  • Maintaining the relationship between students, clients, and management, keep them informed throughout the incident and change management cycles.
  • Training the Subordinates, the company's process, and workflow and helping them solve problems when and where required.
  • Exceptional leadership and team-building qualities in training, mentoring, and motivating subordinates.
  • Escalating the major issues if any at the right time.
  • Ability to function in almost any scenario and go the extra mile to get the job done.
  • Engaged with customers to better understand their needs and deliver excellent service.

Education

Bachelor of Commerce -

Pragathi Maha Vidyalaya College
Hyderabad, India
01.2017

Skills

  • Client onboarding
  • Product training
  • Documentation management
  • Relationship building
  • Customer feedback
  • Process improvement
  • Churn reduction

Certification

  • People Analytics
  • Performance Management

Languages

  • English
  • Telugu
  • Hindi

Awards

  • Star Performer Q3 & Q4 2021, Keka HR
  • Eccentric Performer 22-23, Keka HR

Timeline

Senior Customer Success Manager

EB1A-EXPERTS
12.2024 - Current

Senior Customer Success Manager

Keka Technologies Pvt Ltd
04.2021 - 10.2024

Customer Support Executive

Examity
02.2018 - 03.2021

Bachelor of Commerce -

Pragathi Maha Vidyalaya College

Similar Profiles

CREATE PROFILE
Sai Rakesh Cholleti