Oct 2023 – Present · 2 yrs 6 mos

• Spearheaded customer success strategies focused on value generation and proactive engagement, resulting in an increase in product adoption.
• Designed and implemented onboarding and adoption processes aligned with customers' business objectives, decreasing time-to-value.
• Shifted the CSM team's focus to a value-driven mindset, fostering customer-centric activities and improving customer satisfaction.
• Developed collaborative success plans and roadmaps to enhance customer clarity and engagement, leading to an increase in customer engagement.
• Ensured alignment between company strategy and customer needs through cross-functional collaboration, directly influencing product roadmap decisions based on customer feedback.
• Scaled and managed the Customer Success and Services team, emphasizing business problem-solving through continuous optimization and process improvements.
• Drove improvement in gross revenue retention and net revenue retention, contributing to growth in overall revenue.

May 2023 – Dec 2023 · 7 mos

• Directed customer success strategies to enhance customer satisfaction and retention, achieving a better customer retention rate.
• Focused on improving customer adoption and engagement through tailored strategies, resulting in an increase in product usage among key accounts.
• Collaborated with internal teams to ensure customer-centric product development, providing critical customer insights to the product team that influenced feature prioritization.

Oct 2021 – May 2023 · 1 yr 7 mos

• Established and scaled the Professional Services team from 8 to 20 members, transforming it into a profitable revenue-generating function
• Managed global teams, delivering top-tier CRO services across diverse industries and maintaining client satisfaction and Retention numbers.
• Handled packaging, scoping, and pricing of CRO services, optimizing pricing models to increase profitability and efficiency.
• Fostered collaboration across teams and mentored professionals in developing data-driven CRO strategies, enhancing team productivity.
• Enhanced customer retention and adoption through strategic initiatives and improved onboarding flows, as well as adopting and implementing the SMARTER Framework to reduce churn and improve product adoption.

Oct 2019 – Oct 2021 · 2 yrs

• Led the global Professional Services division, driving revenue growth and establishing best-in-class CRO consulting practices.
• Focused on scaling the team, optimizing service offerings, and enhancing client success through data-driven experimentation.
• Built and expanded the CRO Professional Services team, hiring, mentoring, and training 20+ consultants, developers, and QA professionals.
• Developed structured CRO programs, helping enterprise clients drive measurable improvements in conversion rates and user experience.
• Designed service packaging, pricing models, and engagement frameworks, transforming CRO services into a revenue-generating business unit.
• Led cross-functional collaborations with product, sales, and customer success teams to align CRO initiatives with broader business goals, ensuring a unified customer approach.
• Implemented advanced A/B testing methodologies, leveraging both qualitative and quantitative insights to refine customer journeys and improve conversion rates.
• Established process automation and knowledge-sharing frameworks, improving operational efficiency and project scalability.

Oct 2018 – Oct 2019 · 1 yr

• Spearheaded A/B testing and CRO strategies, enhancing website performance for global clients and achieving an average 15% increase in conversion rates.
• Strengthened cross-functional collaboration between customer success, product, and development teams, improving communication and alignment on customer needs.
• Implemented customer engagement frameworks, improving adoption rates and retention rates.

Jun 2018 – Oct 2018 · 4 mos

• Led customer success initiatives, managing high-value accounts and ensuring sustained growth through data-driven experimentation, achieving a 98% retention rate for key accounts.
• Focused on optimizing conversion strategies to improve retention and user engagement.
• Spearheaded A/B testing and CRO strategies, enhancing website performance for global clients.
• Strengthened cross-functional collaboration between customer success, product, and development teams.
• Implemented customer engagement frameworks, improving adoption and retention rates.

Oct 2017 – Jun 2018 · 8 mos

• Designed and executed customized CRO strategies, leveraging user behavior analytics and A/B testing to maximize conversion rates, achieving an average conversion rate uplift of 25% for clients.
• Conducted deep-dive analysis of customer journeys, identifying key areas for improvement and providing actionable recommendations.
• Delivered personalized CRO consultation, helping enterprise clients achieve measurable performance gains and exceed their business objectives.
• Partnered with developers and designers to ensure data-backed UX/UI enhancements, improving user satisfaction and engagement.

Oct 2016 – Oct 2017 · 1 yr

• Specialized in A/B testing and multivariate experiments, helping clients unlock growth through evidence-based CRO tactics.
• Evaluated website performance metrics to pinpoint bottlenecks and conversion drop-offs, providing data-driven insights for optimization.
• Recommended testing hypotheses and implemented iterative experimentation strategies, achieving significant improvements in key performance indicators.
• Provided detailed post-experiment analysis, offering actionable insights to improve digital experiences and drive business outcomes.

Apr 2015 – Oct 2016 · 1 yr 6 mos

• Served as the technical advisor for enterprise clients, bridging the gap between sales and implementation and ensuring smooth technical integration.
• Led pre-sales consulting to align VWO solutions with client business objectives, resulting in increase in sales conversion rates.
• Conducted product demonstrations and technical deep-dives for prospective clients, showcasing the value and capabilities of VWO solutions.
• Facilitated smooth onboarding and technical integrations, ensuring seamless adoption and high levels of customer satisfaction.
• Supported global sales teams with technical solutions, enabling them to effectively communicate the technical value proposition.
• Managed a professional services team to help customers in their CRO initiatives by providing consulting and implementation support, ensuring project success and client satisfaction.

Apr 2014 – Apr 2015 · 1 yr

• Responsible for replying to customer queries through emails and screen-sharing sessions, providing timely and effective support.
• Served as a product expert, helping customers achieve complex use cases with detailed explanations and solutions.
• Achieved the highest CSAT score for the entire team consistently for 2 years, demonstrating a strong commitment to customer satisfaction.
• Instrumental in implementing ticketing solutions for the organization, setting up processes, and evaluating metrics, improving support efficiency.

Apr 2013 – Apr 2014 · 1 yr

• Provided technical support and troubleshooting expertise, ensuring smooth deployment and customer satisfaction.
• Resolved complex technical issues, assisting enterprise clients in implementing VWO solutions and minimizing disruptions.
• Supported system integrations and conducted QA testing for new feature rollouts, ensuring product quality and stability.
• Developed internal knowledge bases and documentation, improving team efficiency and knowledge sharing.