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Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Sruthi Nair
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Sruthi Nair

Head of Customer Support & Success
Mumbai,MH

Work Preference

Job Search Status

Open to work

Desired Job Title

Head of Customer SupportHead of Customer SuccessLead Customer Experience Manager

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Mumbai, MH, INBengaluru, KAPune, MH
Open to relocation: Yes

Important To Me

Company CulturePersonal development programsHealthcare benefitsCareer advancement

Summary

Elevated customer experience at PensionBox by building a high-performing team and enhancing customer lifecycle management. Leveraged operational excellence and cross-functional collaboration to drive product adoption and platform growth. Recognized for problem-solving and excellent communication, achieving a 250+ corporate client base and 400,000+ users.

Overview

10
10
years of professional experience

Work History

Head of Customer Experience

PensionBox
Bangalore
11.2023 - 09.2026
  • Promoted from Customer Experience Lead to Customer Experience Manager and Head of Customer Experience in under two years, reflecting consistent performance, leadership, and expanded ownership across customer operations.
  • Owned the end-to-end customer lifecycle across Support, Customer Success, and Enterprise Onboarding, partnering with Sales and cross-functional teams to improve customer journeys, accelerate time-to-value, increase product adoption, and contribute to platform growth across 250+ corporate clients and 400,000+ users.
  • Built and scaled the Customer Experience function by leading recruitment, onboarding, coaching, cross-training, and performance management, creating a high-performing 10-member team supported by structured training programs and operational frameworks.
  • Defined SLAs, operational KPIs, SOPs, quality frameworks, escalation processes, and knowledge management systems for Customer Experience governance while leading executive escalations to strengthen service quality and build long-term client trust.
  • Designed and led enterprise rollout programs for major clients including Zerodha, Krafton, Moniepoint, and Avener by creating implementation plans, communication strategies, onboarding resources, webinar content, playbooks, FAQs, and governance processes that standardized successful go-lives.
  • Partnered with Product, Engineering, and Sales teams to launch Corporate NPS (CNPS), NPS Vatsalya, and Protean integration, driving customer journey design and ensuring operational readiness through effective cross-functional execution.
  • Translated frontline feedback into product enhancements, redesigning internal CRM into a scalable operations platform through workflow optimization and automation that improved operational efficiency.

Campaign Manager

Workex Solutions Pvt Ltd.
Bangalore
10.2021 - 08.2022
  • Designed and implemented chatbot workflows, automated candidate journeys, and multi-channel communication campaigns across WhatsApp, SMS, and Email, enabling enterprise clients including Delhivery and Swiggy to streamline recruitment and improve candidate engagement.
  • Managed end-to-end client implementations by collaborating with Product, Engineering, and business stakeholders to translate hiring requirements into scalable recruitment automation solutions, ensuring successful testing, deployment, and go-live.
  • Led a recruitment team of three for Sattva's education initiatives, overseeing candidate sourcing, interviews, stakeholder coordination, offer management, and onboarding across community hiring programs.
  • Built trust with candidates, families, and local community stakeholders to overcome participation barriers, strengthen engagement, and improve hiring outcomes for education-focused roles in underserved communities.

Business Process Trainer

Accenture
Mumbai
11.2018 - 09.2020
  • Promoted internally from Knowledge Engineer to Business Process Trainer in under a year in recognition of consistent high performance, product expertise, and leadership potential.
  • Played a key role in establishing the Verizon B2B process by completing trainer-the-trainer certification and leading onboarding, process training, knowledge transfer, and capability development for new hires.
  • Led onboarding and training for batches of up to 30 associates each. Gained experience in conducting refresher programs and coaching employees on Performance Improvement Plans (PIP) to improve product knowledge, communication, and quality performance.
  • Developed process knowledge tests, training materials, and customer communication scripts that improved knowledge retention, standardized learning, and were adopted into support workflows.
  • Acted as the primary training point of contact, collaborating with internal stakeholders and Verizon client teams to maintain training quality, process compliance, and launch new process initiatives.
  • Started this journey by delivering B2C customer dual chat support for Verizon, consistently achieving high CSAT scores, meeting quality and productivity targets, and setting a productivity record by successfully handling 96 live chats in a single day.

Senior Business Associate

WNS Global Services
Mumbai
05.2016 - 09.2018
  • Consistently ranked among the top-performing associates, delivering high customer satisfaction and zero financial errors across complex airline ticketing operations for Expedia.
  • Developed expertise across Sabre, Amadeus, and Worldspan and coordinated ticketing requests between customers and airline partners.
  • Managed end-to-end airline reservations, ticket modifications, cancellations, refunds, and rebooking requests while ensuring compliance with the defined processes.
  • Coordinated and negotiated with airline partners and customers to resolve complex travel scenarios, balancing customer expectations with commercial and policy requirements.
  • Supported daily operations by handling high-priority cases, customer grievances, and cross-team escalations while maintaining accuracy and service quality.
  • Mentored new hires during the classroom-to-operations transition, providing hands-on guidance, workflow support, and feedback to accelerate learning and build confidence.
  • Performed ticket quality reviews and shared structured feedback to improve accuracy, reduce errors, and reinforce best practices across new teams.

Tele-Fundraiser

Greenpeace India
Bangalore
05.2014 - 02.2015
  • Strengthened donor engagement and secured recurring contributions by effectively representing Greenpeace in tele-fundraising and on-ground awareness initiatives.
  • Engaged prospective and existing supporters through phone outreach and face-to-face campaigns to educate them about our initiatives and encourage recurring donations.
  • Consistently achieved fundraising goals through consultative conversations, skilled objection handling, and proactive relationship management.
  • Built trust-based relationships with donors by understanding motivations, addressing concerns, clearly communicating the long-term impact of contributions, and advocating for national environmental campaigns.
  • Conducted prospect research to identify potential supporters and tailor engagement strategies to improve donor acquisition and retention.
  • Participated in public awareness and community outreach initiatives to advocate for Greenpeace campaigns and expand supporter engagement.

Education

Bachelor of Commerce (B.Com) -

Mumbai University
Mumbai
01-2013

PROFESSIONAL QUALIFICATIONS -

The Institute of Company Secretaries of India (ICSI)
Mumbai
01-2012

Skills

  • Customer Experience Strategy
  • Customer lifecycle management
  • SLA Management
  • Escalation & Grievance Expert
  • Operational Excellence
  • Process optimization
  • Cross-functional Collaboration
  • Team Management and Leadership
  • Training and Onboarding
  • Stakeholder Engagement
  • Negotiation
  • Customer Relationship Management (CRM)
  • Problem solving
  • Critical thinking
  • Excellent communication
  • Retention management

Languages

  • ENGLISH, Fluent
  • HINDI, Fluent
  • MALAYALAM, Fluent
  • MARATHI, Intermediate

Certification

  • AI Tools Workshop by be10x

Timeline

Head of Customer Experience

PensionBox
11.2023 - 09.2026

Campaign Manager

Workex Solutions Pvt Ltd.
10.2021 - 08.2022

Business Process Trainer

Accenture
11.2018 - 09.2020

Senior Business Associate

WNS Global Services
05.2016 - 09.2018

Tele-Fundraiser

Greenpeace India
05.2014 - 02.2015

Bachelor of Commerce (B.Com) -

Mumbai University

PROFESSIONAL QUALIFICATIONS -

The Institute of Company Secretaries of India (ICSI)

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Sruthi NairHead of Customer Support & Success