Jan 2025 – Present · 1 yr 4 mos

• Led APAC Customer Success & CX operations across a 25+ member team covering onboarding, retention, and escalations
• Improved client retention by 17% YoY, sustaining a consistent 87% retention rate across strategic enterprise accounts.
• Increased CSAT scores from 91.7% to 95% in under 12 months by building a scalable feedback loop using CSAT surveys and internal QA audits.
• Reduced first response time (FRT) to <1 hour and improved average resolution time by 38% for enterprise clients.
• Eliminated 80% of long-standing escalations (>60 days) in Q1 2025 by partnering with Product and Engineering on root-cause resolution.
• Pioneered AI adoption within the CX team — integrated AI-assisted triaging and predictive escalation scoring to proactively flag at-risk accounts, reducing reactive escalations by 30%.
• Implemented AI-powered response suggestion tools across support workflows, cutting average handle time by 25% and enabling the team to manage 40% higher ticket volumes without headcount increase.
• Led the rollout of an AI-driven CSAT prediction model to identify dissatisfied accounts before survey responses arrive, enabling pre-emptive retention outreach.
• Drove revenue enablement through upsell and cross-sell motions, contributing to quarterly expansion ARR targets.
• Skills: Customer Success · AI-powered CX · Churn Reduction · SaaS Onboarding · Escalation Management · Retention Strategy · Cross-functional Leadership

Nov 2017 – Dec 2024 · 7 yrs 1 mo

• Built the APAC CX function from zero — hired, structured, and scaled a 25-person team while establishing core processes for onboarding, lifecycle, escalations, and performance reporting.
• Designed performance management and training frameworks that delivered a 3x YoY productivity improvement across the team.
• Achieved 87%+ client retention in the APAC region for multiple consecutive years across enterprise and self-service segments.
• Championed customer feedback loops that improved NPS scores by 25 points and reduced churn across strategic accounts.
• Served as the primary escalation point for high-value enterprise clients, building strong executive-level relationships across the region.
• Championed early adoption of CRM automation and AI-assisted workflows across the APAC team, laying the foundation for scalable, data-driven customer lifecycle management.
• Collaborated with global teams on CRM automation, onboarding workflows, and platform rollouts to improve client time-to-value.
• Skills: Customer Onboarding · NPS · Churn Reduction · Team Leadership · SaaS CX · Zendesk · Salesforce

Jul 2016 – Dec 2017 · 1 yr 5 mos

• Provided strategic marketing consultation and onboarding support to global clients, managing APAC sales targets and conducting email deliverability and campaign performance audits.
• Achieved 64% client retention in FY16-17 and 67% in FY17-18, contributing to a 300% revenue increase in FY16-17 and 230% in FY17-18.