Neha Kogali

Customer Success professional with nearly 6 years of experience in HRMS SaaS, driving onboarding, product adoption, and retention for B2B customers. Skilled at translating customer business requirements into product solutions, running structured onboarding and training programs, and partnering cross-functionally with Product and Engineering to reduce time-to-value and churn risk. Brings a rare dual strength in customer-facing relationship management and hands-on product quality validation (UAT, functional and regression testing), enabling faster issue resolution and more credible technical conversations with customers.

Comfortable working with global/remote teams and US-hours collaboration.

Customer Success Manager - Unfold Consulting

(2019-06 - 2025-02)

Started as a Manual QA Engineer and progressed into a customer-facing Customer Success / Product Operations role for a B2B HRMS SaaS platform, owning onboarding, adoption, and product validation.

• Owned end-to-end onboarding for new HRMS customers — mapping business processes to platform configuration and driving faster time-to-value.
• Acted as primary point of contact through onboarding and implementation, building trusted relationships that supported renewal and expansion conversations.
• Delivered administrator and end-user training and live product demonstrations, directly improving product adoption and reducing support escalations.
• Partnered with Customer Success, Product, and Engineering teams to resolve customer issues quickly and reduce churn risk.
• Captured and prioritized customer feedback into the product roadmap, translating pain points into concrete enhancement requests for internal stakeholders.
• Documented workflows, SOPs, and user guides that shortened onboarding time for new customers and internal team members.
• Partnered with Product Managers and Business Analysts on requirement validation and feature planning.
• Engaged across the full SDLC, from requirement discussions through release validation, ensuring customer-facing readiness.
• Owned end-to-end validation of the HRMS platform across the full employee lifecycle (recruitment through exit management).
• Executed functional, regression, integration, smoke, and UAT testing; tracked and resolved defects in Jira alongside engineering.
• Brought a QA lens to customer issues — enabling faster root-cause diagnosis and more credible technical conversations with customers than a typical CS background allows.
• Progressed from Manual QA Engineer to Customer Success Manager within the same organization — reflecting strong product knowledge and customer trust.
• Served as the trusted liaison between customers and Product/Engineering, closing the loop between customer feedback and shipped improvements.

Bachelor - Electrical & Electronics Engineering - Global Academy of Technology