Shivam Kapoor

Associate Partner

Bengaluru, Karnataka, India9 yrs 11 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven track record managing multimillion-dollar ARR portfolios.
Expert in optimizing customer success metrics like NPS and CSAT.
Skilled in scaling customer success teams and processes.

Stackforce AI infers this person is a SaaS Customer Success expert with a strong focus on revenue operations and team leadership.

Contact

Skills

Core Skills

Customer SuccessProject ManagementRevenue OperationsBusiness Development

Other Skills

Business AnalysisBusiness StrategyBusiness-to-Business (B2B)ChurnZeroClient RelationsContent ManagementContract NegotiationCustomer AdvocacyCustomer EngagementCustomer ManagementCustomer RetentionCustomer SatisfactionCustomer ServiceEnterprise SoftwareGainsight

About

As a dynamic SaaS professional, I bring extensive experience in Customer Success, Sales, and Revenue Operations to drive organizational growth and customer satisfaction. I have a proven track record of managing multimillion-dollar ARR portfolios and implementing innovative strategies that optimize product adoption, NPS, CSAT, and more. My expertise spans across CRM management, Tech Stack administration, forecasting, and reporting revenue, as well as devising scalable processes to improve cross-selling, upselling, and customer retention. I am adept at collaborating with cross-functional teams, including Biz Ops, Product, Marketing, Sales, and Engineering, to deliver exceptional results.

Experience

9 yrs 11 mos

Total Experience

1 yr 7 mos

Average Tenure

2 yrs 7 mos

Current Experience

Wayground (formerly quizizz)

2 roles

Associate Director, Customer Success

Promoted

Jan 2025 – Present · 1 yr 5 mos · Bengaluru, Karnataka, India

Senior Manager, Customer Success Team

Oct 2023 – Dec 2024 · 1 yr 2 mos · Bengaluru, Karnataka, India

Scaled the Customer Success Team from 2 to 15 members at Wayground(formerly Quizizz).
Setting up efficient processes and systems for end-to-end customer lifecycle.
Scaling the CX function to own onboarding, activation, engagement, and renewal of K12 School and District Customers across the US (~$15M Owned).
Implemented a customer success tool and optimized CRM with the revops team to manage scaled books effectively.

Customer SuccessRenewalsProject ManagementOnboardingProduct Training

Pavilion

Member

Jan 2022 – Feb 2023 · 1 yr 1 mo

Time doctor

2 roles

Lead, Revenue Operations

Oct 2021 – Oct 2023 · 2 yrs

Enhance data analysis and operational efficiency through effective system and tool management
Provide business health insights through comprehensive revenue forecasting and dashboard management.
Improve sales conversion rates by optimizing Hubspot integration across all service teams.
Coordinate sales enablement content and manage commission processes to reduce revenue leakage.

HubSpotCustomer SuccessGoogle Data StudioChurnZeroJiraRevenue Operations

Senior Customer Success Manager, India and APAC

Sep 2020 – Oct 2021 · 1 yr 1 mo

As a dedicated Customer Success Operations Manager, I've shaped the future of the Customer Success function at Time Doctor by building it from the ground up. I've strategically implemented scalable processes and identified, tracked, and measured vital KPIs/metrics to drive performance. My leadership in hiring and mentoring a team of high-performing Customer Success Managers (CSMs) has ensured their happiness, drive, and efficient handling of individual portfolios. My vision and direction for the Customer Success function at Time Doctor aims to establish it as one of the organization's most valuable departments, optimizing customer experiences and driving growth.

HubSpotCustomer Success

Gainsight

Senior Customer Success Manager, US

Dec 2019 – Oct 2020 · 10 mos · Remote

Managed a $1.5M+ ARR customer portfolio in the North American market, ensuring customer satisfaction and account growth.
Oversaw onboarding, training, and retention initiatives, contributing to customer advocacy and delight.
Collaborated cross-functionally with Sales Engineering, Product, Support, Sales, and Marketing Teams to enhance customer experience.

HubSpotCustomer SuccessSalesforceGainsightJira

Directi

Lead, Customer Sucess

Jul 2019 – Dec 2019 · 5 mos · Bengaluru, Karnataka, India · On-site

Work with Flock (Team messaging app) and build the CS framework.

Freshworks

Customer Success Manager - Mid Market, US

Jun 2018 – Jul 2019 · 1 yr 1 mo · Chennai, Tamil Nadu, India

Managed a significant portfolio of $3M+ ARR/200 customers in the North American market, driving customer satisfaction and account expansion.
Facilitated customer onboarding, training, and retention initiatives, fostering customer advocacy and enhancing their overall experience.
Engaged in cross-functional collaboration with Sales Engineering, Product, Support, Sales, and Marketing Teams to improve customer service and product utilization.

Customer Success

Innovaccer

2 roles

Team Lead, Customer Engagement, US

Promoted

Mar 2017 – Jun 2018 · 1 yr 3 mos

Directed a team of four Customer Engagement Managers, providing integration support during the onboarding process and addressing escalated customer issues.
Monitored team performance against objectives, provided constructive feedback, and facilitated professional development through coaching.
Promoted internal alignment, collaborating with Customer Success Managers, the Sales Team, and Senior Leadership

HubSpotProject ManagementTeam LeadershipTeam ManagementCustomer SuccessJira

SDR - Inside Sales, US

Jun 2016 – Apr 2017 · 10 mos

Responsible for managing and growing InnovAccer's relationships through developing strategies for Business Development, Customer relationships, Market research, lead generation and growth hacking through various marketing strategies.
Outcome:
3X YoY Growth Rate
$5 Million+ Revenue Closed

HubSpotSalesforceBusiness Development