Customer Success Manager

SOUMYA TRIVEDI

San Francisco, CA • 216-***-**** • **********@*****.*** • linkedin.com/in/soumyatri/ • bitly/soumyatri/ SUMMARY

Customer success leader with 5+ years of experience driving adoption, retention, and satisfaction across B2B, SaaS and AI platforms. Skilled in turning user insights into scalable solutions, reducing churn, aligning teams around customer outcomes. SKILLS

Customer Success: Onboarding, Retention, Churn Reduction, NPS, QBRs, VOC Analysis, VOP analysis Tools: Salesforce, HubSpot, Zendesk, Gainsight, Intercom, JIRA Data & Analysis: Excel, SQL, CRM Analytics, KPI Tracking Soft Skills: Cross-functional Collaboration, Empathy, Problem-Solving, Stakeholder Management, Leadership CUSTOMER SUCCESS MANAGER EXPERIENCE

NCompass Business Solutions, Cleveland, CA Sep 2024 – Dec 2024

● Built client success playbooks that reduced churn 25% and improved onboarding retention 30%.

● Launched VOC program increasing CSAT by 15%, translated insights into product improvements.

● Drove 22% upsell revenue by identifying expansion during strategic QBRs, aligning success metrics to business goals.

● Acted as primary liaison between customers and product teams, translating user pain points to roadmap priorities (UX improvements, feature requests).

Case Western Reserve University, Cleveland, Ohio Aug 2023 - Dec 2023

● Increased program engagement 55% and alumni donations 31.7% through targeted relationship-building initiatives.

● Grew admissions 43% by redesigning outreach strategies and curriculum positioning.

● Elevated NPS 5 points by implementing feedback systems and narrative-driven communications. AdmitKard, Delhi, India Jan 2021 - Apr 2021

● Served as primary liaison for 200+ international students, delivering personalized guidance that achieved 94% CSAT.

● Resolved 3 key drop-off points in onboarding, boosting conversion to paid plans by 20% through CRM stage redesign.

● Reduced response time 23.4% with sequenced templates and triggers, maintaining 90% CSAT. TRANSFERRABLE EXPERIENCE

Critical River, Pleasanton, CA Jan 2025 – Jun 2025 Product Manager

● Achieved 83% feature adoption by streamlining onboarding flows, reducing time-to-value by 50%

● Reduced ticket escalations by 40% via implementation of AI accuracy guardrails.

● Elevated NPS by 12 points by incorporating insights from 50+ customer interviews into UX refinements

● Ensured 100% roadmap alignment with client needs through close partnership with accounting teams and stakeholders. International Data Corporation (IDC), Boston, MA Jun 2024 - Aug 2024 Product Manager Intern – Emerging Vender Research

● Led analyst onboarding Pilot program, reduced time 20% by streamlining analyst tools adopted for emerging vendors.

● Supported GTM strategy for 115 emerging vendors by mapping features to market needs, ensuring competitive positioning.

● Accelerated pilot delivery 95% through agile backlog prioritization, directly improving research team efficiency. Accenture, Bengaluru, India Apr 2021 - Aug 2023

Strategy Consultant – Supply chain and Operations Management

● Delivered 33% operational efficiency gains by redesigning SAP workflows for enterprise client, configuring S4/HANA/FICO/MM modules to eliminate integration gaps

● Achieved 98% user satisfaction and 95% on-time delivery through agile stakeholder management and transparent project updates

● Reduced system incidents 223% via proactive monitoring and created 50+ CRM knowledge articles that cut repeat inquiries by 30%

● Accelerated end-user adoption by 4 weeks through tailored training programs and enablement materials

● Automated 45 support hours/month through CRM workflow scripting while maintaining quality standards

● Conducted brownbag sessions for 80 team members to share best practices and improve client alignment EDUCATION

Case Western Reserve University, Cleveland, OH Aug 2023 - Dec 2024 Master of Science, Engineering Management (Relevant course: Technology Marketing Strategy) Rajiv Gandhi Technology University, India Aug 2017 - May 2021 Bachelor of Technology, Computer Science and Engineering PRODUCT ADVISING

● Flair Labs ● SnowFlair ● NeverEnding ● Carsi

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