Keerthan Raj

Results-driven Customer Success professional with 3+ years of experience in the EdTech industry, owning the postsale customer journey across B2B, B2C, and institutional accounts. Proven ability to drive retention, account expansion, and revenue growth through CRM optimization, customer health monitoring, and proactive stakeholder engagement. Skilled in onboarding, adoption, renewal management, and cross-functional collaboration with Product, Tech, and Content teams to deliver measurable customer outcomes.

Seeking to leverage operational expertise and a customer-first mindset as a Customer Success Manager in a high-growth organization.

Co-Founder and Chief Operations Officer - ThryveZ LLP - Bengaluru, India

(2025-08)

• Built the end-to-end customer success function for an early-stage EdTech venture, owning customer acquisition, onboarding, retention, and lifecycle engagement strategy.
• Defined the go-to-market and revenue operations strategy, structuring customer journey playbooks across acquisition, activation, retention, and expansion stages.
• Managed key stakeholder relationships and strategic alliances, serving as the primary point of contact for high-value accounts and partner organizations.
• Drove customer acquisition and retention through data-led growth strategies, segmenting accounts by usage patterns and value realization to prioritize success interventions.
• Owned sales pipeline and post-sale operations, leading commercial negotiations, renewal conversations, and process optimization to maximize customer lifetime value.

Vertical Head – Business Operations - Corizo EduTech Private Limited - Bengaluru, India

(2025-01 - 2025-08)

• Drove a 28% increase in quarterly profitability by diversifying revenue across B2B, B2C, and institutional segments, leveraging customer success insights to inform account strategy.
• Orchestrated cross-functional collaboration between Product, Tech, and Content teams to launch four customer-aligned learning solutions within six months, addressing high-priority customer needs.
• Executed comprehensive customer and market intelligence analysis to identify emerging trends, securing a 17% gain in market share and a first-mover advantage in target segments.
• Partnered with leadership to translate customer feedback and account health signals into product roadmap priorities, strengthening retention across enterprise accounts.

Team Lead – Business Operations - Corizo EduTech Private Limited - Bengaluru, India

(2023-07 - 2023-12)

• Engineered scalable customer onboarding and delivery models, accelerating program delivery speed by 38% while maintaining high customer satisfaction and quality standards.
• Architected a 12-month strategic roadmap for the vertical, achieving 90% of key milestones ahead of schedule and aligning customer success operations with broader business goals.
• Recruited and mentored a high-performance customer operations team of 14, fostering a culture of innovation that increased team productivity by 30%.
• Cultivated high-value client partnerships and nurtured long-term relationships, converting 23% of prospects into sustainable revenue streams totalling $98,000.
• Executed deep-dive customer and market research, identifying two untapped business opportunities that informed vertical-wide strategic decisions.

Business Operations Executive - MyCaptain – EduTech Private Limited - Bengaluru, India

(2023-02 - 2023-07)

• Optimized Customer Relationship Management (CRM) systems to deliver real-time visibility into account health and sales opportunities, increasing pipeline transparency by 38%.
• Automated the end-to-end customer lifecycle from lead generation to closure, reducing manual overhead by 11 hours per week and boosting conversion rates by 19%.
• Served as the primary cross-departmental liaison between operations, sales, and customer-facing teams, ensuring 100% alignment between team execution and company growth targets.
• Partnered with product and content teams to surface customer pain points and drive resolution, improving response quality and customer satisfaction across the lifecycle.

Bachelor of Engineering - Visvesvaraya Technological University (2019 - 2023)