Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Tilak Raj Upadhayay

Jaipur

Summary

Strategic thinker with 4+ years of experience in customer success and partner management across SaaS and EdTech. Known for a customer-first approach, building trusted relationships, and using data to drive decisions that improve partner outcomes, and learner engagement. Skilled in cross-functional collaboration, and working with global accounts with precision and empathy.

Overview

4
4
years of professional experience

Work History

Lead Onboarding Consultant

Wati
Remote
10.2022 - Current
  • Led a team managing end-to-end onboarding from kickoff to product adoption for enterprise and mid-market clients.
  • Built SOPs for onboarding workflows, improving internal efficiency, consistency, and measurable outcomes.
  • Designed communication workflows for both in-product onboarding and outreach, improving activation rates and consistency.
  • Reduced churn by 18% through structured lifecycle engagement and personalized onboarding plans.
  • Worked closely with founding team to resolve strategic partner issues and represented Wati at offline industry events.
  • Tracked account health and delivered insights to support partner growth and strategic decisions.
  • Collaborated cross-functionally with product, operations, and marketing teams to align onboarding with business goals.
  • Onboarded SMB and mid-market clients across global markets, driving faster time-to-value.
  • Trained and mentored new Customer Success team members, equipping them to be client-ready from kickoff to go-live.
  • Facilitated handoffs, client reviews, and adoption sessions to ensure long-term success.
  • Built onboarding dashboards and flows that contributed to a 92% CSAT score.
  • Managed onboarding communication, coordinated timelines, and aligned success criteria with client stakeholders.
  • Developed training materials to empower clients and improve their processes.

Founding Member

RentAZ
03.2022 - 12.2022
  • Founded and launched a multi-category rental marketplace, validating demand through lean MVP execution.
  • Onboarded 60+ local vendors and manually coordinated listings, inventory updates, and order fulfillment.
  • Ran low-budget marketing campaigns via WhatsApp, local SEO, and word-of-mouth to acquire early users.

Customer Success Analyst

Meritto
03.2021 - 03.2022
  • Delivered onboarding and training for 50+ EdTech clients across India, ensuring smooth platform adoption.
  • Acted as the primary point of contact during go-live, coordinating between product, sales, and client stakeholders.
  • Created customized onboarding plans based on client objectives, timelines, and product modules.
  • Supported data configuration and feature enablement to align with institutional workflows.
  • Contributed to product feedback loops and early-stage adoption metrics to improve customer experience.

Education

PGDM - Marketing

Institute of Management Technology
Nagpur
04.2021

Bachelor Of Engineering - Civil Engineering

Swami Keshvanand Institute of Technology
Jaipur
05-2018

Skills

  • Product and onboarding: Notion, Intercom, Userpilot, Brainfish
  • Workflow automation and optimization: Zapier, Pabbly, and HubSpot workflows
  • Data Visualization & Analytics: Tableau, Looker Studio, Microsoft Excel & PowerPoint (Office Suite
  • Documentation & Collaboration: Google Workspace, Notion, Miro
  • Customer-first mindset and relationship building
  • Data-Driven Decision Making & Insight Storytelling
  • VOC and NPS/CSAT programs collect feedback to improve experience and drive product roadmap inputs tools: Userpilot (NPS), Intercom, HubSpot
  • SOP process design and training for CS and onboarding team
  • Customer health scoring monitors engagement using data-driven signals to prevent churn and enable proactive support, tools: Heap, HubSpot, Intercom
  • Onboarding strategies
  • Customer engagement
  • QBR preparation, churn signals, and retention strategy
  • Cross-Functional Collaboration (Product, Marketing, Engineering)

References

References available upon request.

Timeline

Lead Onboarding Consultant

Wati
10.2022 - Current

Founding Member

RentAZ
03.2022 - 12.2022

Customer Success Analyst

Meritto
03.2021 - 03.2022

PGDM - Marketing

Institute of Management Technology

Bachelor Of Engineering - Civil Engineering

Swami Keshvanand Institute of Technology

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Tilak Raj Upadhayay