Kiran D

Results-driven Customer Experience Manager with 7+ years in B2B SaaS, IT infrastructure, and BFSI sectors. Proven expertise in SLA management, CSAT/NPS improvement (35% NPS gains), churn reduction (30%), and customer lifecycle management for enterprise clients. Skilled in CRM platforms (Salesforce, HubSpot), incident response, customer feedback loops, and cross-functional collaboration with operations/sales teams.

Strong knowledge of cloud services, data center operations, and mission-critical environments with global stakeholder management (US, UK, Australia).

CUSTOMER SUCCESS MANAGER - REDAPTIVE INC. - Pune

(2025-02 - 2025-10)

• Led enterprise client onboarding in energy and SaaS sectors, reducing time-to-value by 30% and achieving 95%+ retention through tailored success plans and SLA-aligned processes.
• Drove 15% expansion revenue via upsell strategies, QBRs, upsell strategies, and relationship management across global and domestic accounts (US, UK, Australia), ensuring customer-first outcomes.
• Managed post-sale operations and service incident resolution using Salesforce, HubSpot, and collaboration tools, aligning Operations/Sales/Support teams on CX metrics and customer feedback loops.
• Resolved escalations and delivered customized solutions, building trust and long-term partnerships in B2B SaaS environments.

CUSTOMER SUCCESS MANAGER - STANZA LIVING - Pune

(2022-01 - 2025-01)

• Analyzed feedback to contribute to product enhancements, resulting in 20% upsell revenue growth and 15% higher satisfaction scores.
• Improved retention by 30% with lifecycle engagement programs, streamlining onboarding and reducing support response time by 25%.
• Optimized end-to-end workflows in Salesforce, enhancing CSAT and NPS through signature customer experience methodologies.

ASSET DESK MANAGER - AXIS BANK LTD - Pune

(2021-06 - 2021-12)

• Increased NPS by 35% and CSAT by 20% via high-touch client programs and proactive onboarding in BFSI.
• Reduced support response time by 30% using Salesforce workflows, boosting upsell opportunities by 25% and contributing to 15% revenue growth.
• Focused on client retention, service delivery, and CRM implementation in BFSI, driving consistent satisfaction and revenue metrics.

CUSTOMER SUCCESS MANAGER - HDFC BANK & SHARADA SAHAKAR BANK LTD - Pune

• Drove client retention and churn reduction in BFSI through proactive relationship management, achieving consistent CSAT improvements and 20%+ revenue growth via upsell opportunities.
• Implemented CRM systems (Salesforce equivalents) for streamlined service delivery, reducing response times and enhancing customer satisfaction metrics like NPS.
• Managed customer success initiatives in BFSI, focusing on retention strategies, onboarding, and feedback loops to boost satisfaction scores and long-term client loyalty.
• Optimized CRM implementation and workflows, contributing to revenue metrics through targeted upsell strategies and high-touch account management.

DBF - Savitribai Phule Pune University (2018)

B.COM - Finance & Marketing - Garware College, Pune University (2014-06 - 2017-06)