Analytics & Visibility
0.5% NRR lift1% retention improvement
CS Operations Dashboard
Analytics & Visibility
Built a live Customer Success dashboard tracking MAU/WAU, product engagement, and NPS across the full portfolio.
DashboardKPIsAnalytics
Let’s talk AI, Customer Success & Operations.
Hi, I'm Swajit.Customer Success ProfessionalSaaS, RevOps, and Post-Sales Operations
I help customers succeed and grow, and build the onboarding, health, retention, and operational systems that make that repeatable.
SaaS / EdTech / AI / Vancouver, Canada
Vancouver, Canada
7+
Years in CS & RevOps
$6M
ARR Portfolio Owned
90+
Team Members Led
CS Operations
Program Management
RevOps / GTM
Dashboards & Automation
Customer Lifecycle
Retention Systems
Process Design
CS Operations
Program Management
RevOps / GTM
Dashboards & Automation
Customer Lifecycle
Retention Systems
Process Design
COMPETENCIES
Areas of Expertise
Customer Success & Growth
Onboarding, adoption, value realization, renewals, retention, and customer relationship management.
Managed 120 B2B SaaS accounts with 95% logo retention and 115% NRR.
Customer Health & Analytics
Customer health, churn risk, MAU/WAU, NPS, adoption signals, and performance dashboards.
Built churn-risk models that identified 2 of 3 potential churns before notice.
Operations & Automation
Workflow automation, SOPs, SLAs, playbooks, CRM processes, and scalable customer operations.
Built systems and workflows supporting Customer Success across 8 teams.
Leadership & Programs
Team leadership, cross-functional collaboration, enablement, support, and program management.
Scaled post-sales operations to ~90 team members and 250+ simultaneous sessions.
STACK & TOOLS
HubSpotSalesforceGainsightChurnZeroZapiern8nRedashPower BIGoogle SheetsJiraNotionWooqer
SELECTED WORK
Impact-Driven Projects
Systems I've built that delivered measurable outcomes for customer success, retention, and operational efficiency.
Selected operating systems and measurable outcomes.
2025
Customer Experience
12-15x review increaseNPS 40-45%
Support Review Growth System
Customer Experience
Transformed support operations by shifting from efficiency metrics to CSAT-focused performance goals.
Support OpsCSATReviews
Revenue Operations
60+ to 30 days50% cycle reduction
RevOps Payment Optimization
Revenue Operations
Structured RevOps follow-up workflows and billing processes to accelerate payment collection cycles.
RevOpsBillingProcess
EXPERIENCE
Work Experience
Customer Success, backed by strong operations.
7+ years across SaaS and EdTech, helping customers adopt products, realize value, manage risk, and retain & grow accounts.
Customer SuccessAdoptionRetentionRenewalsCustomer HealthRisk ManagementAutomation
Wooqer2022 - 2025
Customer Success Manager
2024 - 2025SaaS, B2B Workflow Automation · India / MENA / US
120 accounts95% retention115% NRR
- Managed 120 B2B SaaS accounts across onboarding, adoption, renewals, and risk while maintaining 95% logo retention and 115% NRR.
Customer Success Operations Lead | Program Manager
2022 - 20248 CS pods2/3 churn risks identified60 → 30 day payment cycle
- Built customer success systems across 8 teams, including health models, dashboards, playbooks, and automations that improved churn visibility and operational efficiency.
Intellipaat2020 - 2022
Head of Operations (Customer Success & Post-Sales)
2021 - 2022EdTech, Online Learning Platform · EdTech · India
~90 member org250+ live sessions80%+ SLA
- Scaled post-sales operations to ~90 team members while building SOPs, SLAs, and quality systems supporting 250+ simultaneous sessions.
Manager, Customer Operations & Technical Support
2020 - 2021EdTech, Online Learning Platform · EdTech · India
50+ team members40-45 NPS12-15× review growth
- Led 50+ team members across customer operations and support while maintaining 40-45 NPS and driving 12-15× growth in positive reviews.
Byju's2018 - 2019
Product & Retention Expert
EdTech, Online Learning Platform · EdTech · India
400–500 customers/year~85% retentionK–12 pilots
- Managed 400–500 customers annually with ~85% retention and supported the launch of Disney-BYJU'S and K–12 one-on-one pilots.
TESTIMONIALS
Feedback from the team
“Swajit is that affable presence in operations that keeps everything sane amidst chaos. He listens carefully, executes precisely and never loses himself in the chaos. A great team player. Any team becomes better with Swajit on it.”
Vishal Purohit
Founder · Wooqer
“Working with Swajit was always fun. He brings great energy, makes people comfortable, and is genuinely easy to work with. He’s also really good with customers, and I learned a lot from how he handled conversations and solved problems. Always ready to help and a great team player.”
Sai Kiran Reddy N
Customer Success Manager · Wooqer
“Swajit was one of the best managers I’ve worked with. He led by example, always made time to mentor and support us, and genuinely cared about our growth. He built real friendships with the team and was the kind of manager you could always count on.”
Mohammed Saalim
Branch Director · Go-Study
EDUCATION
Academic Background
MBA | Business Analytics and Digital Transformation
2025 – 2026 (Graduating May 2026)Simon Fraser University, Beedie School of Business
Vancouver, Canada
Bachelor of Engineering | Mechanical Engineering
2014 - 2018Nitte Meenakshi Institute of Technology
Bangalore, India
CONTACT
Helping customers succeed. Building operations that scale.
Open to Customer Success and Operations roles where I can improve customer outcomes, solve complex problems, and build better ways of working.
Open to full-time opportunities in Vancouver and remote across Canada. Available immediately.