Jul 2024 – Present · 1 yr 10 mos

Oct 2023 – Apr 2025 · 1 yr 6 mos · Remote

• As the first CS hire, reported to founders, built and led a customer success team, focusing on renewal forecasting and account expansion to drive growth.
• Developed KPIs and OKRs to boost product adoption, retention, and expansion.
• Managed $1.5M+ ARR portfolio across 65+ US and EMEA customers.
• Achieved 97% GRR and 24% expansion rate in 2024.
• Conducted in-person client meetings, business reviews, and training sessions.
• Created a value realization model linking ROI to cost savings.
• Hired and trained a team, overseeing support and success functions.
• Acted as a trusted advisor, aligning customer goals with Growfin’s framework.
• Streamlined feature delivery for high-quality, on-time solutions.
• Guided key customers, delivered demos, and identified upsell opportunities.

Sep 2023 – Feb 2026 · 2 yrs 5 mos

Jan 2023 – Apr 2023 · 3 mos

Jan 2022 – Dec 2022 · 11 mos

Jul 2021 – Dec 2021 · 5 mos

Aug 2020 – Jun 2021 · 10 mos

• A part of the core Product team & managing website optimization for India, Singapore,
• Malaysia & Taiwan
• Running conversion rate optimization, optimizing the channels that work best, and scaling
• the growth program at hear.com/Audibene
• Focused on website performance and optimization to improve user experience, drive lead
• generation and maximize conversion rates through rigorous planning/testing, UX research
• through qualitative and quantitative methods, data analysis, insight cultivation, and AB
• testing history
• Understanding of the customer journey: from the first touch point to happy customer
• Manage the end-to-end optimization testing process for sprint items, including
• prioritization, requirements gathering, test implementation, measurement, and next-step
• recommendations to drive measurable increases in conversion rates and revenue with the help
• of various tools like Optimizely, Hotjar, GA, GTM, Salesforce & DOMO
• Collaborate with creative team and developers to build A/B tests
• Feed insights into the acquisition marketing team to drive performance
• Investigate and assess customer behavior across the funnel, identify 'pain points', develop test
• hypotheses, and ensue insights that can be delivered from both winning and failed tests

Apr 2019 – Aug 2020 · 1 yr 4 mos

• I am a customer advocate for agencies with Enterprise accounts. My responsibilities include building long-lasting customer relationships, customer retention, gaining in-depth knowledge of their goals and helping them with optimization. I am the primary escalation point of contact for customer's issues and problems. I frequently perform Heuristic analysis & 7 key parameter analysis on the client's website for ideation and later help set up A/B test campaigns. I am also responsible for onboarding new agencies and getting them trained on the tool.
• Since I work only with agencies, I also get them involved in various marketing activities like webinars, podcasts, case studies, video testimonials, and other marketing events.
• On the partnerships front, I work with agencies in getting them on board with us as our trusted license partners.

May 2018 – Nov 2018 · 6 mos

Oct 2017 – May 2018 · 7 mos

• Experienced in optimizing FC space, reducing customer returns, increasing seller sales, cost reduction & waste removal
• Hands on experience on advising sellers in the right steps to be followed to sell online
• Experienced in handing & communicating with multiple stakeholders like seller, buyers, vendors, category teams, account managers
• Experienced in data analysis using ETL, SQL & Excel
• Experienced in catalog management and creating A1 detail pages to provide correct product details to customers.
• Experienced in travelling to multiple seller’s business locations to understand the supply chain process followed and identify mistakes and correct them

Apr 2016 – Sep 2017 · 1 yr 5 mos

• Experienced in handling all kinds of inbound issues at the fulfilment centers like PO handling, shipping, overages, underages, switcheroo, expiration issues, Hazmat, vendor compliance, product compliance
• Took over a project of RPI (Receive Problem Item) single handedly and removed the backlog of 33,000+ units occupying unnecessary space at FC within 3 months
• Streamlined the RPI process, visited FCs to train them, created standard SOPs and brought down the count of RPI generation significantly

Oct 2014 – Mar 2016 · 1 yr 5 mos

• Worked across Indian, North American and European marketplaces. Analyzed PARS (Price, Availability, Rebate & Shipping) value & provided pricing suggestion for over 1 lakh plus products on Amazon. Collaborated with business stakeholders to ensure pricing is accurate based on the market trend.

Jul 2013 – Oct 2014 · 1 yr 3 mos

• Worked with sellers on IIDP, Feeds, FBA, ILAC, Payments. Have proficient knowledge on CS Andon cord, Hazmat, disposal & liquidation, transshipment, on boarding, inventory caps. Trained and handled multiple teams of associates on FBA. Was awarded as PRR (Positive Response Rate) champ for maximum positive feedback from sellers.