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Customer Success Manager with 3+ years in EdTech SaaS adoption & retention.
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Customer Success Specialist with over 3 years of experience at iamneo.ai, driving customer adoption, retention, and expansion of AI-powered EdTech SaaS platforms — NeoPAT, NeoColab, and NeoExam. Proven success in onboarding and managing 100+ university and enterprise clients, delivering measurable growth in platform usage and customer satisfaction. Skilled in aligning customer goals with product capabilities, conducting QBRs, and reducing time-to-value through scalable onboarding and enablement resources. Maintained consistently high CSAT and retention rates while collaborating cross-functionally to enhance product features, processes, and client outcomes.
Sri Krishna Aditya College of Arts and Science
BS · Computer Science
August 1, 2019 – June 30, 2022
iamneo.ai
Customer Success Specialist
September 1, 2022 – Present
Coimbatore, Tamil Nadu, India
Customer Success Playbook
June 23, 2026 – Present
Designed an internal playbook for onboarding and lifecycle management of academic clients, standardizing success plans, touchpoints, and health checks for the CS team, contributing to a 15-20% improvement in onboarding consistency.
Onboarding Workflow Optimization
June 23, 2026 – Present
Mapped and refined the end-to-end onboarding journey across NeoPAT, NeoColab, and NeoExam, helping reduce average onboarding time by approximately 20–30% and lowering implementation friction for new clients.
CSAT Feedback Loop Initiative
June 23, 2026 – Present
Set up a structured process to capture, categorize, and route CSAT and qualitative feedback to Product and Engineering, increasing the visibility of recurring issues and contributing to a notable uplift in CSAT scores over subsequent quarters.
Internal Training & Enablement
June 23, 2026 – Present
Conducted product training sessions for 5+ new customer success hires and enhanced internal documentation, reducing ramp-up time and improving team readiness for handling customer accounts.
Cultural Fit Analysis
The candidate's experience with diverse projects like CSAT feedback loops, playbook creation, and internal training demonstrates a proactive and improvement-oriented mindset. Their collaboration with Sales, Product, and Engineering teams indicates a strong team player who can bridge gaps between departments. The focus on customer outcomes and continuous improvement aligns well with a customer-centric culture. However, the breadth of experience is primarily within a single company and industry, which might limit exposure to different organizational cultures or business models.
Soft Skills & Operational Fit
The candidate exhibits strong soft skills crucial for a Customer Success Manager, including excellent communication, stakeholder management, problem-solving, empathy, and collaboration. Their experience in creating self-serve resources and conducting training sessions highlights an operational mindset focused on scalability and efficiency. The ability to adapt to a fast-paced SaaS environment and take ownership aligns well with the demands of a senior CSM role.