Jaspriet Pahwa

Global Customer Success & Operations Manager with 9+ years of experience leading customer retention strategies for a remote US SaaS company alongside multi-site retail operations internationally. Proven track record of executing data-driven frameworks that improved customer graduation rates by 20%, increased profit margins by 14% across a 25-site retail network, and maintained staff retention above 95%, using Salesforce, HubSpot, and Power BI.

Customer Success Specialist at SisuCare (2025-06 – Present)

• Drove a 20% increase in customer graduation and product adoption rates by architecting a structured onboarding, lifecycle engagement, and proactive support framework.
• Mitigated churn risks by analyzing HubSpot CRM data, tracking customer health scores, and translating user feedback into actionable retention strategies.
• Partnered cross-functionally with Product and Operations teams to turn customer pain points into platform feature enhancements and seamless journey workflows.
• Managed high-value client escalations via HubSpot, ensuring strict SLA compliance, rapid issue resolution, and sustained user satisfaction.
• Engineered KPI dashboards and performance reports using advanced analytics to provide leadership with deep visibility into active engagement and emerging account risks.

Operations Manager at Sawhney Petroleum Ltd. (British Petroleum) (2020-01 – 2024-12)

• Directed daily operations and led teams across a 25-site retail fuel and convenience network, maintaining close coordination with individual store managers on performance, standards, and execution.
• Increased profit margins by 14% through data-driven pricing analysis and cost-control initiatives applied consistently across all sites.
• Designed and implemented a fuel variance-tracking system that tightened average daily site variance from an industry-typical 3–4% down to within ±0.25%, strengthening accountability and reducing losses.
• Maintained staff retention above 95% across the store network through consistent team leadership, coaching, and support.
• Monitored inventory and fuel stock levels across sites, coordinating timely replenishment and ensuring consistent store presentation and safety standards.

Retail Store Manager at Ampol Ltd. (2016-01 – 2020-12)

• Grew repeat business and customer loyalty through targeted engagement initiatives and consistent frontline service delivery.
• Reduced operational bottlenecks by tracking customer wait times and workflow inefficiencies, restructuring daily roster patterns for greater efficiency.
• Coached frontline staff in active problem-solving and de-escalation, ensuring consistent alignment with corporate service benchmarks.

Bachelor of Business in Accounting – King's Own Institute (Charles Darwin University)