Priya Nair
Customer Success Manager
Mumbai, India | priya.nair@email.com | +91 98765 43210 | linkedin.com/in/priyanair
Summary
Customer success manager with 5 years of experience improving onboarding, retention, and account health for B2B SaaS customers. Reduced churn risk by 22% through structured success plans and proactive renewal tracking.
Experience
Customer Success Manager
May 2022 - Present
Northstar SaaS
- Managed 45 mid-market accounts with 92% renewal rate across annual contracts.
- Created onboarding playbooks that reduced time to first value from 21 days to 13 days.
- Partnered with product teams to document recurring feedback and prioritize fixes for enterprise accounts.
Customer Support Lead
Jan 2019 - Apr 2022
BrightDesk
- Led a 6-member support team and improved first response SLA from 84% to 96%.
- Built a help-center tagging system that reduced repeated support queries by 18%.