Sadhwin Kiran

Customer Success professional with 2+ years of experience across SaaS account management, customer onboarding, product adoption, support, renewals, customer operations, and process improvement. Managed 40+ SaaS accounts representing ₹30+ Lakhs in ARR while achieving 95% retention, 95% renewal, and 95% CSAT. Experienced in cross-functional collaboration and proactive customer engagement, with hands-on experience using AI tools to automate operational workflows and reduce repetitive manual work.

Customer Success Operations Associate at Nearsite (2026-05 – Present)

• Managed and maintained booking information across new bookings, furniture bookings, and booking extensions, ensuring accurate and timely updates.
• Handled customer and operational tickets and coordinated with relevant stakeholders to support smooth booking operations and issue resolution.
• Worked across 500+ bookings and contributed to 700+ customer/operational ticket resolutions throughout my career.
• Used Zoho and Google Workspace to manage booking-related workflows, customer information, and operational communication.
• Identified a repetitive manual booking-data process and independently built an AI-assisted internal application using ChatGPT and Claude to automate data extraction across specified date ranges.
• Developed the workflow to generate Excel exports and dashboard-based tracking, reducing approximately 3 hours of manual work and improving access to booking information.
• Took initiative beyond assigned responsibilities to identify operational inefficiencies and implement technology-driven improvements.

Customer Success Associate at Vizmo (2024-02 – 2026-04)

• Managed the end-to-end customer lifecycle for 40+ SaaS accounts representing ₹30+ Lakhs in ARR, covering onboarding, adoption, support, renewals, and account growth.
• Conducted QBRs and customer health-check calls to understand customer goals, identify risks, improve adoption, and strengthen long-term relationships.
• Led customer onboarding and product enablement across Visitor Management, Desk Booking, and Room Booking solutions.
• Resolved customer queries and escalations while collaborating cross-functionally with internal teams to drive timely solutions.
• Managed demos, renewals, upselling, and cross-selling opportunities as part of Customer Success KPIs.
• During a team leadership transition, independently managed approximately 90% of the account portfolio for 2–3 months, maintaining continuity of customer engagement and account operations.
• Maintained 95% customer retention, 95% renewal rate, and 95% CSAT while managing customer relationships and support requirements.

B.Tech in Mechatronics Engineering – Reva University