KUNAL SINGH

Seasoned Customer Success Manager with over 14+ years of excellence across BPO, SAAS, and Financial Services landscapes. Supervised a dynamic force of 250+ FTEs spanning NAMER, APAC, and EMEA.Achieved extraordinary $3M ARR triumph, curbing churn to an impressive 2%, and orchestrating a remarkable 30% increase in upsells. Energized NPS by an invigorating 15%, reimagined workflows for a robust 25% efficiency surge, and ignited an astonishing 40% surge in user assimilation. Garnered accolades as the Best Leader, consecutively from 2016 to 2019. A proven architect of triumph and transformation in the realm of customer success.

Experienced remote Customer Success and Operations leader with a strong track record of driving growth and efficiency. Led a team of 127 FTEs across 12 B2B and B2C clients, achieving $3M in ARR with a 2% churn rate. Collaborated cross-functionally for 30% upsell revenue increase. Employed data analysis and health assessments, reducing churn by 20%. Orchestrated 95% renewal rate, upselling high-value accounts, and developing impactful advocacy programs.

Managed 250+ FTEs in global operations, expanding into new markets and achieving higher NPS. Introduced efficient documentation, resulting in 30% inquiry reduction. Spearheaded sales-marketing efforts, surpassing acquisition targets by 118%. Led APAC customer service with a 40-member team, achieving 20% response time reduction and boosting CSAT scores to 88%.

Combining a Bachelor's degree in Chemistry and an Engineering Diploma in Computer Science, I bring a unique blend of analytical and technical skills. Proficient in Lean Methodologies, CRM systems, and a range of productivity tools.

B.Sc Graduate with Chemistry Honours