Devi Kaliappan — Customer Success Manager

Customer Experience & Support Leader with 11+ years of experience improving CSAT, NPS, retention, and service delivery across SaaS, IT Services, BFSI, and Consumer Products. I specialize in building human-centric, AI-enabled CX operations—leading teams, transforming processes, and scaling customer satisfaction through structured programs and automation. What I Deliver CSAT +35% | NPS +20 points through feedback-driven CX programs 98%+ SLA adherence across enterprise accounts 500+ hours saved through helpdesk automation (Freshservice) 30% faster escalations through workflow redesign 12% improvement in renewals with retention playbooks Led & coached teams of 50+ across digital and omni-channel environments CX + AI Integration Hands-on experience implementing practical AI solutions: AI-driven helpdesk automation prototypes GenAI for ticket triage, tone optimization & response drafting Automated customer review analysis (reduced manual effort by 80%) Frameworks for consistent, human-centered digital communication Open To Roles In Customer Experience Management Customer Success Leadership Support / Service Delivery Management CX / Support Operations Escalation Management AI-assisted CX transformation Strengths CX Strategy • Customer Satisfaction & Retention • Escalation Management SLA/KPI Ownership • Team Leadership & Coaching • Process Optimization AI in CX • Automation • Customer Insights • Stakeholder Management 🔥 If your organization is scaling customer experience with modern tools and empathetic design, I’d love to connect.

Stackforce AI infers this person is a Customer Experience and Support Leader with expertise in SaaS and BFSI industries.

Location: Bengaluru, Karnataka, India

Experience: 9 yrs 11 mos

Skills

Customer Success
Process Improvement
Escalation Management
Customer Retention
Customer Insight
Customer Service Operations
Payment Recovery
Customer Relationship Management (crm)

Career Highlights

11+ years of experience in customer experience leadership.
Achieved significant CSAT and NPS improvements.
Expert in AI-driven customer experience transformation.

Work Experience

AMETEK

Customer Success & Support Manager (2 yrs 7 mos)

Vaya life Private Limited

Deputy Manager (1 yr 3 mos)

Daimler Financial Service Pvt Ltd India

Collections Manager (1 yr 5 mos)

Barclays Service Pvt Ltd

Process Advisor (2 yrs 5 mos)

Shell Oil and Petroleum

Customer Relationship Officer (1 yr)

Standard Chartered Bank

Customer Service Manager (1 yr 3 mos)

Education

Post Graduate Diploma at Singapore Institute of Commerce

Bachelor of Science - BS at SOURASHTRA COLLEGE

Devi Kaliappan

Customer Success Manager

Bengaluru, Karnataka, India9 yrs 11 mos experience

AI Enabled

Key Highlights

11+ years of experience in customer experience leadership.
Achieved significant CSAT and NPS improvements.
Expert in AI-driven customer experience transformation.

Stackforce AI infers this person is a Customer Experience and Support Leader with expertise in SaaS and BFSI industries.

Contact

Skills

Core Skills

Customer SuccessProcess ImprovementEscalation ManagementCustomer RetentionCustomer InsightCustomer Service OperationsPayment RecoveryCustomer Relationship Management (crm)

Other Skills

FreshdeskCustomer SupportCustomer SatisfactionSalesforce CRMKey Performance Indicatorssales forcePerformance and Productivity MeasurementService-Level Agreements (SLA)Customer Escalation ManagementSocial Media CommunicationsSLA MonitoringEmployee TrainingComplaint Reduction StrategiesCollectionOrder Management

About

Experience

9 yrs 11 mos

Total Experience

1 yr 7 mos

Average Tenure

Current Experience

Ametek

Customer Success & Support Manager

Dec 2021 – Jul 2024 · 2 yrs 7 mos · Bengaluru, Karnataka, India · On-site

Spearheaded customer success programs across SaaS/instrumentation platforms, delivering 15% CSAT uplift and enabling higher renewal readiness.
Owned escalation and resolution workflows, reducing response time by 30% and safeguarding enterprise revenue accounts.
Drove SLA compliance above 98%, securing client retention and renewals.
Implemented retention playbooks that improved renewal rates by 12%, directly contributing to recurring revenue.
Partnered with product & delivery teams to optimize support processes, increasing NPS by 20 points and driving expansion opportunities.

Process ImprovementCustomer SuccessFreshdeskCustomer SupportCustomer SatisfactionSalesforce CRM+5

Vaya life private limited

Deputy Manager

Apr 2018 – Jul 2019 · 1 yr 3 mos · Chennai · On-site

● Designed and executed retention strategy, driving 18% growth in repeat purchases and expanding lifetime customer value.
● Led omni-channel support operations (digital + retail), achieving 95% SLA adherence and protecting revenue at scale.
● Recovered high-impact escalations, reducing churn by 10% and safeguarding executive sponsor accounts.
● Introduced structured feedback loops, fueling 20-point NPS improvement and unlocking upsell opportunities.

Customer InsightCustomer RetentionSocial Media CommunicationsCustomer Service OperationsCustomer Escalation Management

daimler financial service pvt ltd india

Collections Manager

Sep 2015 – Feb 2017 · 1 yr 5 mos · Chennai · On-site

● Owned collections strategy for premium automotive finance portfolios, maintaining delinquency <2% and protecting recurring revenue streams.
● Led a 10+ member team, optimizing recovery workflows that improved efficiency and ROI on collections.
● Collaborated with legal/compliance to streamline processes, safeguarding high-value customer accounts and reducing risk exposure.
● Presented portfolio insights to senior leadership, influencing revenue recovery decisions at scale.

Employee TrainingPayment RecoveryComplaint Reduction StrategiesCollection