Customer Success Specialist · DCM InfoTech Pvt Ltd

Jul 2024 – Present

• I currently work as a Customer Success Specialist at DCM Infotech, where I manage the full digital lifecycle for 15+ enterprise SaaS accounts — from onboarding all the way through to renewal. My day-to-day involves designing onboarding journeys, running retention and re-engagement campaigns through Zoho, and keeping a close eye on customer health signals so I can catch at-risk accounts before they become a problem.
• I've built churn-prevention playbooks based on patterns I noticed across client issues, and I work closely with Product and Engineering to make sure customer feedback actually leads to improvements. Beyond the day-to-day account work, I've also been part of some larger implementations — including AI-driven automation and enterprise onboarding projects — and I track everything from onboarding milestones to renewal timelines through dashboards I built in Excel, which has helped keep things data-driven and easy to report on.
• We've maintained 95% client retention and 90%+ on-time go-live across the accounts I manage.

Client Onboarding Associate · Doon Consulting Pvt Ltd.

Feb 2024 – Jul 2024

• Worked as a Client Onboarding Associate, helping enterprise SaaS clients get set up and running smoothly from day one. I guided clients through account setup and initial configuration, made sure they understood their first use cases, and stayed on top of follow-ups to keep the onboarding momentum going. Whenever clients hit a roadblock during adoption, I'd step in to sort it out quickly so it didn't slow things down.
• I also maintained onboarding guides, implementation trackers, and meeting notes, and made sure client feedback made its way back to the Product team in a structured way — so their input actually shaped what got built next.

Bachelor of Technology in Computer Science and Engineering · Dr. A. P. J. Abdul Kalam Technical University, Lucknow

2020 – 2024