The seasoned journey

Where I've Planted My Flag

4.5+ years of making clients happy, untangling complex problems, and occasionally explaining what an API is to someone who just wants things to work. Here's the highlight reel.

April 2024 — Present

Customer Success Manager, Implementation Specialist

Leegality

Mumbai, India (Remote)

  • Managing a portfolio of enterprise accounts worth INR 7+ Cr across BFSI and non-BFSI segments — because why limit yourself to one industry when you can juggle several?
  • Built long-term partnerships with CTOs and key decision-makers, achieving a 96% CSAT score. Turns out, listening to people actually works.
  • Drove 133% revenue increase through upselling, cross-selling, and renewals — the rare hat trick that doesn't involve hockey.
  • Bridged the gap between clients and internal teams (product, engineering, delivery), making sure nothing got lost in translation.
  • Streamlined CRM workflows and data capture processes, reducing manual errors and improving performance visibility.

March 2023 — April 2024

Client Operations Executive

Century 21 Landmark Realty Ltd.

Toronto, Canada

  • Managed day-to-day operations and client success initiatives while demonstrating that "attention to detail" isn't just a resume buzzword.
  • Fostered positive client relationships through effective communication and creative problem-solving.
  • Spearheaded strategic initiatives that improved operational efficiency and resource utilization — a fancy way of saying I made things run smoother.

June 2019 — July 2021

Associate Manager, Customer Success

MyGate

Mumbai, India

  • Led a team of 9 Key Account Managers and 20 Field Executives. Yes, that's 29 humans coordinated without anyone losing their minds.
  • Achieved a 30% increase in revenue collection, client retention, and engagement — the trifecta of customer success.
  • Provided expert product consultations for brand marketing, partnerships, and integration.
  • Managed end-to-end customer lifecycle: onboarding, implementation, dashboard training, renewals, and everything in between.
  • Maintained consistently high FRTAT, RTAT, and CSAT scores — because acronyms are important, but happy clients are more so.
The learning never stops

Education

PGD — Global Business Management

Georgian College, Toronto, Canada

Sep 2022 — Apr 2024

CGPA: 90.33 — Project Management, Marketing, International Financial Markets, Global Business Strategies

BBA — Business Administration

Institute of Management, Nirma University, Ahmedabad

Jun 2015 — Jun 2019

GPA: 7.36/10 — Company Accounts, Cost & Management Accounting, Organizational Behavior, Operations Research

Tools of the trade

Skills & Expertise

Customer Success SaaS Implementation API Integration Webhooks ERP Systems Stakeholder Management Account Management Upselling & Renewals Tableau Zoho Advanced Excel CRM Management GAP Analysis SWOT Analysis Cost/Benefit Analysis Project Management Cross-functional Collaboration Client Onboarding