Customer Success Manager•SaaS•AI•CX

Helping customers adopt, grow and stay successful.

Customer Success Manager with 8 years of experience driving client satisfaction and retention. Known for a proactive and adaptable approach to problem-solving. Committed to continuous learning and professional growth, I bring a strong work ethic, decisiveness, and a results-oriented mindset to every project. Adept at managing multiple priorities and meeting strict deadlines while fostering strong client relationships and delivering exceptional service.

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Subhalaxmi Jena, Customer Success Manager
8 yearsCustomer Success & CX
95%+MRR renewal rate
01 · Profile

A customer-first professional with a technical edge.

My experience spans customer success, customer journey management, project requirement gathering, QA and technical collaboration. I work comfortably between customers, business teams and technical teams.

What I am known for

Building trusted customer relationships, managing escalations, improving adoption and retention, and turning recurring problems into structured improvement initiatives.

Customer SuccessCustomer ExperienceRetentionRenewalsExpansionQBRs

How I work

Align with customer goals → Create a clear success plan → Build executive relationships → Drive adoption and value → Identify risks early → Deliver measurable outcomes → Expand the partnership

Problem SolvingStakeholder ManagementAgileScrumBusiness AnalysisTechnical Collaboration
02 · Career Impact

Results that tell the story.

A few measurable outcomes from my Customer Success and customer experience work.

95%+

MRR renewal rate

Consistently achieved above 95% MRR renewal rate at Jugnoo.

20%

Engagement / satisfaction uplift

Improved user satisfaction through AI chatbot customisation and integration.

15%

Recurring complaint reduction

Supported journey and process improvements at vidaXL.

40%

Delivery timeline reduction

Improved product planning and risk management at Jugnoo.

03 · Experience

8 years of growing with customers.

Progressing from QA and technical collaboration into Customer Success leadership and customer journey ownership.

FEB 2025 — MAY 2026
Web Care Specialist / Customer Journey Owner
vidaXL
  • Analysed customer feedback across platforms to identify service gaps and improvement areas.
  • Mapped customer journeys across delivery and returns processes to improve customer experience and operational efficiency.
  • Worked closely with Product, Operations, Logistics, and Customer Service teams to resolve customer issues and enhance service delivery.
  • Conducted root-cause analysis of recurring customer complaints and supported process improvement initiatives.
  • Monitored customer experience metrics and trends to drive continuous improvements in customer satisfaction.
  • Supported Web care strategy implementation and continuous optimisation.
  • Contributed to reducing recurring customer complaints by 15% and increasing customer engagement by 20% through customer-focused improvement initiatives.
Customer Experience · Journey Management · Process Improvement
SEP 2023 — JAN 2025
Customer Success Manager
REVE Systems
  • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
  • Identify opportunities for customers to act as REVE Chat advocates (e.g. testimonials, case studies, Newsletters).
  • Directed and developed a team of 8–10 Customer Success Managers, driving operational excellence, strategic account growth, and continuous performance improvement.
  • Preparing customised AI chatbots to cater to the unique requirements of each customer's business.
  • Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities.
  • Conducted Quarterly Business Reviews with customer stakeholders.
  • Acted as customer advocate, contributing feedback to product and sales teams.
  • Led AI chatbot customisation and integration, increasing user satisfaction by 20%.
  • Client Regions: USA, South America, UK, APAC, EMEA, Middle East
Customer Success · Account Growth · AI Solutions
DEC 2022 — MAY 2023
Lead Customer Success Manager
Jugnoo
  • Communicating with the clients and ensuring proper feedback regarding the product that benefits the organisation, account development, and nurturing the client.
  • Directed and developed a high-performing team of 10–15 Customer Success Managers, aligning initiatives with organisational goals to drive retention, growth, and operational excellence.
  • Own overall relationship with the clients, which includes increasing adoption, ensuring retention and satisfaction.
  • Introduced training programs, knowledge base, reference manuals and videos.
  • Closely involved in customer concerns and works closely with the project management teams on prioritising tasks and managing customer escalations.
  • Developing strategies for churned accounts.
  • Track status for renewal commitment and proactively reach out to customers as required.
  • Implemented new processes which improve renewal forecasting accuracy.
  • Recognised for consistently reaching above 95% MRR renewal rate.
  • Client Regions: USA, South America, UK, APAC, EMEA, Middle East, West Africa
Customer Success Leadership · Retention · Account Management
AUG 2019 — DEC 2022
Customer Success Manager / Project Requirement Gathering
Jugnoo
  • Working on customer onboarding by configuring software, validating customer requirements, and ensuring successful implementation aligned with subscription plans.
  • Keep a detailed record of quality and imperfect features to find repetitive product issues to include in the product enhancement. Managing program risks, issues and changes in the product plan to reduce delivery timeline by 40%.
  • Collected, validated, and escalated client-reported issues to development teams.
  • Participate in daily Scrum meetings to follow the progress of the sprint and take the necessary action as needed.
  • Help customers achieve their educational goals using our products, identify and address common customer issues & their queries.
  • Prepare and nurture customers to become product advocates.
  • Collaborated with the tech team on API integrations or third-party platform implementations.
  • Handle cross-selling and product/feature adoption.
  • Follow up with customers to ensure that their issues have been resolved to their satisfaction.
  • Open to handling onboarding processes.
Customer Onboarding · Adoption · Technical Collaboration
SEP 2016 — FEB 2018
Quality Assurance Engineer
Jugnoo
  • Performed manual testing across ride, delivery, and rental modules.
  • Collaborated with development teams in agile workflows using JIRA.
  • Developed and executed test cases, identifying reproducible issues.
  • Work closely with the customer and the project team to understand the requirements.
  • Perform test execution using test management tools.
  • Document defects using the project’s defect management tools.
Quality Assurance · Testing · Agile Delivery
04 · Selected Case Studies

How I solve customer problems.

A snapshot of the customer situations where I combined business understanding, analysis and cross-functional execution.

CASE 01

Critical live driver tracking issue

Passengers could not see the driver's live location. I worked through the customer workflow, API behaviour, GPS updates, database writes and server logs with technical teams to identify the root cause and establish a workaround and long-term solution.

Customer-first technical troubleshootingBridge between customer impact and engineering investigation.
CASE 02

Low chatbot adoption & ROI concern

At REVE Systems, I analysed visitor behaviour and chat interactions, then recommended changes such as simplifying pre-chat forms and introducing an “Initiate Chat” experience to improve engagement.

20% satisfaction upliftThrough chatbot customisation and integration initiatives.
CASE 03

Reducing recurring CX complaints

At vidaXL, I analysed customer feedback and mapped delivery and returns journeys, working with Product, Operations, Logistics and Customer Service to address recurring experience gaps.

15% complaint reductionSupported through journey analysis and process improvement.
05 · Core Capabilities

Where I Create Value

Creating value through strategic customer relationships, retention, adoption, growth and strong cross-functional leadership.

01

Strategic Account Management

Build trusted relationships with key stakeholders, understand business priorities, create success plans, and align customer objectives with business outcomes.

02

Retention & Revenue Growth

Proactively manage customer health, identify risks, drive renewals, reduce churn, and identify opportunities for expansion and account growth.

03

Customer Value & Adoption

Drive onboarding and product adoption, demonstrate business value, and help customers continuously realise value from their investment.

04

Executive Stakeholder Engagement

Engage decision-makers through structured communication, QBRs, success reviews, and proactive business conversations that strengthen long-term partnerships.

05

Customer Success Leadership

Lead and develop Customer Success teams, coach team members, improve processes, establish best practices, and drive operational excellence aligned with organisational goals.

06

Voice of the Customer

Represent the customer internally and collaborate with Sales, Product, Engineering, Operations and other teams to resolve challenges, influence improvements, and deliver better customer outcomes.

06 · Certifications

Continuous learning

Salesforce Certified Administrator
Salesforce Essential Training
Scrum: The Basics
Certified Tester – Manual & Automation (Q-Spider)
07 · Education

Engineering foundation

B.Tech — Electrical Engineering
2010–2014
BPUT University, Odisha

08 · Let's connect

Looking for a Customer Success professional who can connect the dots?

I’m open to opportunities across Customer Success, Customer Experience, SaaS and customer journey roles.

Email me →LinkedIn ↗Call me