Swati Mangal
Bengaluru
Summary
Customer Success Leader with 10+ years of experience managing Pan-India operations and driving business growth through customer-centric strategies. Track record of building high-performance teams, launching new products, and improving key metrics including churn reduction, NPS growth, and revenue expansion.
Overview
11
11
years of professional experience
Work History
Customer Success Lead
Fasal
Bengaluru
09.2022 - Current
- Manage Pan-India customer success operations with a 30-member team across engagement, support, and service engineering functions
- Reduced customer churn by 50% through comprehensive retention strategies and customer journey mapping, directly improving ARR
- Led launch and deployment of new hardware product (v2.0) that simplified troubleshooting processes and increased Net Revenue Retention by 1.5x
- Improved product uptime from 80% to 98% and reduced support ticket turnaround time by 85% (from 20 days to 3 days)
- Increased Net Promoter Score by 4x through strategic customer engagement initiatives and relationship manager assignments
- Reduced service costs by integrating refurbished components into troubleshooting processes
Manager New Initiatives
Classplus
Noida
06.2021 - 07.2022
- Launched and managed three pilot projects for new content marketplace across India, directly influencing national expansion strategy
- Grew tutor community from 0 to 400+ members within one month through targeted outreach and engagement programs
- Onboarded 10 strategic content partners across coding, counseling, and test preparation segments
Team lead Retention & Growth
Cuemath
Bengaluru
05.2018 - 05.2021
- Improved customer retention from 40% to 60% within four months, stabilizing a customer base of 10,000+
- Grew revenue from ₹0.9 Cr to ₹3.6 Cr in one quarter, achieving 4x growth and setting new organizational benchmark
- Trained and mentored 700+ teachers in Bangalore, improving teacher activation rates by 5x
- Exceeded revenue targets by 120% in Hyderabad while managing a 15-member operations and retention team
Co-Founder
Rangrohi
08.2017 - 05.2018
- Built an e-commerce business generating ₹10L GMV across three product categories
- Led business development, partnership negotiations, and customer support operations
Customer Relationship Manager
Furlenco
Bengaluru
07.2016 - 07.2017
- Achieved 75% customer retention rate by implementing customer-focused policies and engagement programs
- Resolved escalations for premium customer segment, maintaining high satisfaction and brand loyalty
Assistant Relationship Manager
HDFC Bank
Bengaluru
11.2014 - 07.2016
- Managed portfolio of 400+ High-Net-Worth clients with focus on relationship building and product recommendations
- Grew portfolio value by 70% (approximately ₹20 Cr) through strategic client engagement
- Exceeded insurance product sales targets by 5x through consultative selling approach
Education
MBA - Finance & HR
Banasthali Vidyapeeth University
Jaipur01-2013
B.Com -
Avadh Girls Degree College
Lucknow01-2011
Timeline
Customer Success Lead
Fasal
09.2022 - Current
Manager New Initiatives
Classplus
06.2021 - 07.2022
Team lead Retention & Growth
Cuemath
05.2018 - 05.2021
Co-Founder
Rangrohi
08.2017 - 05.2018
Customer Relationship Manager
Furlenco
07.2016 - 07.2017
Assistant Relationship Manager
HDFC Bank
11.2014 - 07.2016
MBA - Finance & HR
Banasthali Vidyapeeth University
B.Com -
Avadh Girls Degree College
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