Richard Samuel

Founder

Gurugram, Haryana, India15 yrs experience

AI Enabled

Key Highlights

Founder of an AI-native B2B platform.
Expert in customer success and retention strategies.
Proven track record in enhancing customer satisfaction.

Stackforce AI infers this person is a SaaS expert with a focus on customer success and operational excellence.

Contact

Skills

Core Skills

Customer SuccessProduct StrategyLeadershipOperational ExcellenceQuality Management

Other Skills

Customer Relationship Management (CRM)Delivery OperationsCustomer RetentionPresalesStrategyAI for CXCustomer Success platformsSupport operations automationCustomer-Focused ServiceProject ManagementCustomer SatisfactionProcess ImprovementAutomationCustomer Feedback StrategiesCross-functional Collaboration

About

Most B2B SaaS companies lose customers not because their product is bad, but because their post-sale systems are broken. I work on building the operating system for the entire customer journey — from acquisition and onboarding to support, customer success, and retention. I’m currently building DexKor, an AI-native B2B platform that unifies every customer touchpoint into one system, helping teams: • Predict churn before it happens • Move from reactive support to proactive success • Eliminate fragmented tools and workflows • Build scalable customer operations My focus areas include: Customer Success, Support Operations, Retention Systems, AI for CX, and Post-Sale Growth. Strong belief: Customer Success doesn’t start at onboarding, it starts where most tools stop. Here I share real insights from building in public, breaking down customer systems, and designing AI-first workflows for modern SaaS teams.

Experience

15 yrs

Total Experience

2 yrs 9 mos

Average Tenure

11 mos

Current Experience

Dexkor

Founder & CEO

Jun 2025 – Present · 11 mos · Gurugram, Haryana, India · On-site

Building an AI-native B2B platform that unifies sales, onboarding, support, and customer success into one connected system.
Key focus:
Customer Success platforms
Support operations automation
Retention & churn prediction
AI workflows for customer teams
Post-sale systems for SaaS

Customer SuccessCustomer Relationship Management (CRM)Delivery OperationsOperational ExcellenceCustomer RetentionProduct Strategy+2

Smartlead

Customer Support Operations Leader

Feb 2025 – May 2025 · 3 mos · India · Remote

Customer Support Operations Leader | Strategic CX Leadership
Driving customer experience excellence at Smartlead.ai through strategic leadership, process optimization, and operational efficiency. Focused on enhancing support structures, improving response times, and implementing scalable frameworks to ensure seamless customer interactions. Passionate about empowering support teams, reducing churn, and elevating customer success.

LeadershipStrategyCustomer-Focused ServiceCustomer Success

Shipsy

Director Product Support

Apr 2023 – Jan 2025 · 1 yr 9 mos · Gurugram, Haryana, India · On-site

Transformed support operations by launching a new ticketing and project management system, boosting efficiency and collaboration.
Drove 150+ positive reviews on G2 and Gartner in two months, elevating market presence.
Empowered teams through detailed troubleshooting guides, reducing resolution time and improving customer satisfaction.
Advocated for customers, driving process enhancements that improved service quality and team productivity.
Impact: Streamlined global support processes, achieving higher CSAT scores and operational efficiency.

Aftership

Head of Support

Aug 2022 – Mar 2023 · 7 mos · Noida, Uttar Pradesh, India · On-site

Enhanced customer satisfaction by streamlining support processes, reducing ticket volumes, and introducing automation.
Improved G2, Shopify, and Trustpilot reviews from 12% to 23% by initiating targeted feedback strategies.
Built a Notion-based internal knowledge base, boosting resource accessibility and team productivity.
Launched a product certification program to upskill the team and improve technical proficiency.
Impact: Optimized global support operations and significantly enhanced customer perception and experience.

Unicommerce

4 roles

Associate Director of Operations

Promoted

Apr 2021 – Aug 2022 · 1 yr 4 mos

Achieved a CSAT improvement from 1.2 to 4.3 and NPS growth from 20.8 to 50.4, setting industry benchmarks.
Reduced churn from 9.7% to 3.4% by implementing proactive customer success strategies.
Accelerated onboarding cycles by 14 days, driving faster client go-lives and ROI realization.
Launched Ecommersity, an e-commerce training program, creating a certified talent pool.
Collaborated cross-functionally to deliver customer-centric product and process improvements.
Impact: Drove customer retention, enhanced team performance, and positioned Unicommerce as a leader in SaaS automation.

Senior Manager Operations

Promoted

Apr 2019 – Apr 2021 · 2 yrs

Quality and Training Manager

Apr 2017 – Apr 2019 · 2 yrs

Quality Manager

Sep 2015 – Mar 2017 · 1 yr 6 mos

Iyogi

3 roles

Quality Team Leader

Apr 2015 – Sep 2015 · 5 mos · Gurgaon, India

Led quality improvement initiatives, enhancing customer support performance across multiple channels.
Delivered actionable insights through QA audits, driving revenue growth and improving call quality.
Earned the Best Performance Specialist award for excellence in Mac Tech Sales quality improvement.
Impact: Strengthened support frameworks and contributed to sustained revenue growth and quality enhancements.