Vibhu Singh

First technical hire, owning end-to-end post-sale customer success for a fast-growing SaaS automation platform serving 500+ SMB and agency customers across India. Led structured customer onboarding, including data readiness, integration planning, and enablement, ensuring faster time-to-value and sustained adoption. Designed and delivered 300+ live onboarding sessions, product trainings, and workshops, simplifying complex automation and analytics concepts for both technical and non-technical users. Built the entire customer success infrastructure from scratch, including Help Center (50+ articles), onboarding playbooks, success workflows, and automated escalation processes. Developed and deployed 100+ analytics-driven automation workflows integrating Shopify, WooCommerce, Zoho, Salesforce etc. driving a 25% increase in sales conversion and 60% recovery of abandoned carts. Delivered custom API and webhook-based solutions, enabling real-time data sync, reporting, and marketing automation aligned to customer business goals. Maintained <3% monthly churn and 95%+ CSAT through proactive engagement, health monitoring, and risk mitigation strategies. Acted as first-line support escalation owner, documenting issues, triaging root causes, and coordinating with Engineering for timely resolution. Identified upsell and expansion opportunities within existing accounts, contributing directly to revenue growth and long-term retention.

Owned post-sale support and success outcomes for 10 enterprise Ultimate accounts totaling $10.3M ARR, acting as a strategic partner to customer stakeholders. Collaborated with Customer Success Managers, Technical Account Managers, and Product teams to define success metrics, deliver QBRs, and track customer outcomes. Led customer health management, incident prevention, and renewal readiness by aligning support delivery with long-term business objectives. Coordinated major events including go-lives, platform upgrades, and critical escalations, ensuring minimal business impact. Established and ran war rooms for P1 incidents, working closely with Engineering to drive root cause analysis and permanent fixes. Partnered with Sales and Product teams to design 7-day customer enablement journeys, improving trial-to-paid conversion by 40%. Developed Service Improvement Plans (SIPs) with measurable KPIs to reduce repeat issues and improve platform stability. Communicated complex technical and analytics-related issues clearly to executive and non-technical stakeholders.

Provided expert support for Adobe Admin Console, Dynamic Media, Campaign, and Audience Manager, resolving complex product and configuration issues. Achieved the lowest Average Resolution Days (ARD) and managed the highest ticket volume in Q4 2023, demonstrating efficiency and strong technical expertise. Delivered exceptional customer satisfaction through effective troubleshooting, clear communication, and proactive issue management.