Avinash Chauhan

Customer Experience and Customer Success leader with 10+ years of hospitality operations experience and 6+ years in SaaS hospitality technology. Progressed through four promotions at INNKEY, currently leading Customer Success initiatives across 500+ hospitality properties. Experienced in customer lifecycle management, customer health, adoption, retention, escalations, service quality, support operations, stakeholder engagement, UAT, product feedback, success planning and cross-functional improvement.

Combines frontline hotel operations expertise with technology-enabled customer experience management.

Selected Impact: 500+ Hospitality Properties | 16+ Support Team | 85–95% Retention | ~5% Churn | 8.5/10 Customer Health | 8–9/10 CSAT | 1,200+ Monthly Support Interactions/Tickets | 20+ ERP Implementations

Manager of Customer Success - InnKey Infosystems Pvt. Ltd.

(2026-04)

• Lead Customer Success and customer experience initiatives across 500+ hospitality SaaS properties, partnering with Support, Product, Engineering and Implementation teams.
• Monitor customer health, service issues, product adoption, escalations and renewal risks; maintain 8.5/10 average customer health, 85–95% retention and approximately 5% churn.
• Drive proactive customer engagement for upcoming renewals and low-adoption properties through customer calls, success follow-ups and adoption initiatives.
• Analyze customer feedback, support trends and recurring issues and coordinate corrective actions with cross-functional teams.
• Partner with Product and Engineering on UAT, bug reporting, feature requests and post-release issue identification.

Manager – Customer Support - InnKey Infosystems Pvt. Ltd.

(2024-04 - 2026-04)

• Led a 16+ member customer support team serving 500+ hospitality SaaS properties through regular inbound phone and ticket-based support, handling 1,200+ monthly support interactions/tickets.
• Managed service levels and operational KPIs, including ticket queues and SLA performance; maintained approximately 90–95% SLA adherence and a ~12-hour resolution benchmark.
• Handled staffing, shift coverage and workload allocation to maintain support availability, including leave and peak workload situations.
• Regularly audited tickets for quality, accuracy and SOP compliance; provided coaching and feedback to improve customer communication and resolution quality.
• Identified performance gaps and implemented corrective action/improvement plans through coaching, training, follow-up and ongoing performance monitoring.
• Participated in recruitment and conducted 50+ candidate interviews; supported onboarding, training and development.
• Designed and strengthened support SOPs, escalation workflows and service processes.
• Conducted 10+ internal training sessions covering product knowledge, troubleshooting, customer handling and support processes.

Customer Support Team Lead - InnKey Infosystems Pvt. Ltd.

(2022-04 - 2024-03)

• Managed day-to-day customer support operations, mentoring analysts and coordinating Tier-2/Tier-3 escalations.
• Reviewed ticket trends, recurring issues and service performance to improve troubleshooting consistency and reduce avoidable escalations.
• Supported SOP development, knowledge sharing, coaching and cross-functional issue resolution.

Senior Support Analyst & Implementation Specialist - InnKey Infosystems Pvt. Ltd.

(2020-11 - 2022-03)

• Provided L2/L3 SaaS support while concurrently handling end-to-end hotel ERP implementations.
• Delivered 20+ hotel ERP implementations covering setup, stakeholder coordination, user training, cutover, go-live and stabilization.
• Performed bug reporting, feature feedback and UAT support, helping technical teams identify issues and improve product readiness.

Internal Operations Auditor - Grand O7 - Shela, Ahmedabad

(2020-02 - 2020-09)

• Reviewed hotel operational processes and compliance across departments, identifying gaps and supporting corrective improvements.

Room Division Manager - Hudson Resort, Villa & Spa - Chennai

(2018-03 - 2019-11)

• Managed room-division operations with responsibility for front office, guest service, room readiness and coordination with operational departments.

Assistant FOM / FOM - Deedi Group of Beach Resorts - Pondicherry

(2011-11 - 2018-02)

• Managed front office operations, guest service, reservations coordination, team supervision and day-to-day hotel operations.

Management Trainee / Trainee F.O.E - Deedi Group of Beach Resorts - Pondicherry

(2010-06 - 2011-10)

• Built foundational experience in front office, guest relations and hotel operations.

Bachelor of Hotel Management (BHM) - Institute of Hotel Management (IHM), Gangtok, Sikkim