Customer Success · Account Management · CX · AI

I solve customer problems. Sometimes I even build the solution. 😄

13+ years across Customer Success, Customer Experience, Account Management, Research, Risk and Operations — now combining that experience with AI, automation and product building.

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Customer Success & Account Management Professional | Customer Experience | Retention & Expansion | Customer Insights | AI & Automation

About me

A customer professional who builds.

For 13+ years my work has consistently come back to the same thread: understand the customer, identify the real problem, improve adoption, retain the relationship, gather insights, and translate all of it into decisions with business teams and product teams.

I have done that as a support specialist handling escalations, as a Customer Success and Account Manager owning strategic relationships, as a Customer Experience Manager shaping journeys, and as a risk and program analyst turning qualitative research into measurable operational change.

I am now actively developing practical AI capabilities and using them to extend that work — not to become a software engineer, but to solve customer and business problems faster, with better evidence and working prototypes.

Currently building with

  • ChatGPT
  • Claude
  • Claude Code
  • AI agents
  • Agentic AI
  • Workflow automation
  • AI-assisted product development

A customer and business professional who is becoming increasingly AI-enabled and product-oriented.

Career journey

Progression, not repetition.

Each move added a new capability — support depth, account ownership, experience design, risk and research, and finally product building.

  1. HCL Technologies

    Mar 2013 – Feb 2015Technical Support
    Junior Technical Support OfficerTechnical Support / High-Priority Escalations

  2. Hiree.com

    Aug 2015 – Feb 2016Customer Success
    Customer Success Manager

  3. Vakilsearch

    Sep 2016 – Jun 2018Accounts → CX → Growth
    Account ManagerCustomer Experience ManagerBusiness Development Manager

  4. Matrimony.com

    Jul 2018 – Mar 2021Elite Relationships
    NRI Elite Relationship Manager

  5. Gameskraft

    Jun 2021 – Sep 2025Success → Risk → Insights
    Customer Success ManagerCustomer Relationship ManagerRisk AssociateSenior Risk AssociateProgram Analyst

  6. SalesDiary

    Nov 2025 – Apr 2026Account Management
    Account Manager

  7. Kid Connect AI

    Apr 2026 – PresentFounder & Product Builder
    B10X AI AccelerationKid Connect AI (working MVP / demo)

Impact by the numbers

Outcomes I have been part of.

Figures below are approximate and self-reported based on internal work; they are not audited or company-certified numbers.

13+

Years of experience

Across customer-facing and analytical roles

~40%

Retention maintained

In a high-risk / high-churn segment at Gameskraft

40% → 80–85%

Product adoption improvement

For a major account at SalesDiary

200+

User research panel

Built and maintained at Gameskraft

~15

Risk rules redesigned

After identifying false-positive issues

₹5 Cr/month

Reported business impact

Associated with a feature informed by customer research

₹2–3 Lakh/day

Reported revenue generated

During a relevant reactivation period

~₹8 Lakh/day

Peak reported result

During one quarter (approximate, self-reported)

Core expertise

Where I add value.

Customer Success

Onboarding, adoption, retention, customer lifecycle, escalations

Account Management

Strategic accounts, relationship management, renewals, expansion

Customer Experience

Voice of Customer, feedback, journey improvement, service quality

Customer Insights & Research

User segmentation, cohorts, interviews, FGDs, qualitative research

Operations & Risk

Process improvement, SOPs, audits, risk analysis, quality mechanisms

AI & Automation

AI-assisted workflows, AI agents, Agentic AI concepts, automation, product experimentation

Featured case studies

Three pieces of work worth reading.

Case study 01 · Gameskraft

From customer research to business impact

  1. Customer research
  2. Segmentation
  3. FGD
  4. Insight
  5. Product recommendation
  6. Business impact
  • Built and maintained a 200-user research panel
  • Approximately 70% response rate from the panel
  • Conducted focused group discussions with target cohorts
  • Customer research contributed to a feature decision associated with approximately ₹5 crore/month in reported revenue impact
  • Changed approximately 15 risk rules after identifying false-positive issues
  • Supported revenue recovery of approximately ₹1 crore/month in the affected business area

Case study 02 · SalesDiary

40% to 80–85% product adoption

  1. Account takeover
  2. Discovery
  3. Blocker identification
  4. User education
  5. Product adoption
  6. Retention
  7. Renewal
  • Managed approximately 6 accounts, 2 of them large / strategic
  • Improved adoption from approximately 40% to 80–85% for a major account
  • Retained the account and secured renewal within approximately 3 months
  • Onboarded 4 newer accounts
  • Ran discovery calls, training sessions and QBRs
  • Worked on product requirements and Tally / API integration coordination

Case study 03 · Kid Connect AI · Apr 2026 – Present

Building an AI-enabled product, end to end

Founder & Product Builder. A multi-tenant communication platform designed to simplify communication between preschools, kindergartens, creches, teachers and parents. Currently a working MVP / demo — not commercially launched or deployed in a school yet.

Process

  • Product research through direct observation of a school environment
  • Discussions with school leadership
  • Product ideation, UX and workflow design
  • AI-assisted development and end-to-end testing
  • Approximately 55–100+ issues / iterations identified and resolved
  • Functional MVP / demo with 3 working automations, more under development
  • Subscription / pricing model documented
  • Multi-tenant, plugin-style architecture designed to scale to 1,000+ schools

Stack & tools

  • Claude Code
  • ChatGPT
  • GitHub
  • VS Code
  • Vercel
  • Render
  • Railway
See the product breakdown

Product deep dive · Apr 2026 – Present

Kid Connect AI — Founder & Product Builder

A multi-tenant communication platform for preschools, kindergartens and creches, built around one principle: important information in 1–2 taps. Currently a working MVP / demo — not commercially launched or deployed in a school yet.

Working MVP / demoView the live demo

Why I built it

I visited a preschool to understand how communication actually happens. I found that even after schools spend significantly on ERP/software, WhatsApp is still doing a huge part of the day-to-day parent communication.

That made me ask: “If the software is already there, why is WhatsApp still winning?”

That became one of the reasons I started building Kid Connect.

Building it, honestly

Me: Finally! Everything is working. 😎

The app five minutes later: Are you sure about that? 😅😂

Fix one bug → create another → test again → repeat.

Roles

  • Super Admin
  • School Admin
  • Teacher
  • Parent
  • Student
  • Staff

Core workflows

  • Attendance
  • Food / breakfast / lunch tracking
  • Nap tracking
  • Behaviour notes
  • Timetable-driven teacher tasks
  • Parent notifications
  • Parent communication
  • Teacher–parent communication
  • Child history / timeline
  • Admin dashboards
  • Multiple school management
  • Subscription model

Core principle: important information in 1–2 taps

Teachers do not have time to navigate through multiple screens during a school day. Instead of a generic dashboard, the timetable drives a short list of quick daily tasks — mark attendance, log a meal, record a nap, add a behaviour note — each completed in one or two taps. Parents receive the resulting updates without anyone having to write a separate message.

Future / planned

AI roadmap

Not live today — planned for future releases.

  • Eating-pattern insights
  • Sleep insights
  • Behaviour trends
  • Historical pattern analysis
  • Parent and teacher insights

AI & continuous learning

From Customer Success to AI-Enabled Problem Solving

I am not transitioning into software engineering. I am using AI and automation to extend my existing strengths in customer understanding, business analysis, operations and product thinking — moving faster from a customer problem to a testable solution.

Program

B10X AI Acceleration

Structured, hands-on work applying AI tooling to real workflows and product ideas.

ChatGPT & Claude
Claude Code
AI agents & Agentic AI
Workflow automation
AI-assisted development
Product experimentation

Career experience

The detail behind each role.

Expand any role to see scope, ownership and outcomes.

How I work

A repeatable way of solving problems.

My approach combines customer empathy with structured analysis. I look for the underlying blocker, understand the business impact, work across teams, implement a practical solution and measure the outcome.

  1. 01

    Listen

  2. 02

    Understand

  3. 03

    Analyse

  4. 04

    Solve

  5. 05

    Measure

  6. 06

    Improve

Contact

Let's connect.

Open to Customer Success, Account Management and Customer Experience leadership conversations — especially where customer insight, operations and AI meet.

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