Enterprise CX Execution Systems That Scale Customer Success

Customer Operations Systems Built Across Healthcare AI, SaaS, HRTech, and Fintech

Most organizations focus heavily on Customer Success strategy but struggle with operational execution. True Customer Experience transformation happens when onboarding systems, implementation governance, customer lifecycle management, automation workflows, support operations, product alignment, and retention systems work together as a unified execution engine. My work focuses on building those systems.

Augnito

Scaling Global Healthcare AI Customer Success

50% OpEx Reduction 5 Global Regions Enterprise AI

• ■ Scaled Customer Success operations across India, Middle East, UK, USA, and Australia.
• ■ Reduced operational expenditure by 50% through automation and process redesign.
• ■ Standardized clinical onboarding and enterprise implementation systems.
• ■ Introduced CS playbooks, frameworks and SOPs across Support, Customer Success, Implementation and Support.
• ■ Led implementation of platforms including NiceX, Hubspot, Zoho, Twilio, Freshsuccess and Internal CRM.
• ■ Built alignment frameworks across Product, CS, and Sales.

Keka HR

Building Enterprise CS at Scale

8,000+ Clients 300+ Hired Keka OS

• ■ Built scalable onboarding and customer operations systems.
• ■ Led implementation of platforms including NiceX, Salesforce, Hubspot, Intercom, Rocketlane, Aircall, Internal CSM/OS/CS platform and SmartKarrot.
• ■ Hired and enabled 200+ professionals including leadership roles.
• ■ Designed internal operational tooling and workflow automation systems across Customer Support, Customer Success, Onboarding, Account Management.
• ■ Crafted & Executed GTM for MEA, USA, PMS & Hiro. Built Templatized Onboarding Tool & Chatbot.
• ■ Interviewed over 5000 candidates and hired over 300 people including 10 leaders.

Freecharge

Customer Operations in a Scaling Fintech

100K+ Tickets/mo Virtual Card GTM 50 FTEs Hired

• ■ Built support automation and merchant onboarding systems.
• ■ Developed internal knowledge infrastructure and payment support frameworks.
• ■ Scaled customer operations teams during rapid growth stages.
• ■ Implemented Freshdesk & Wolken Support Desks. Automation of Merchant Onboarding.
• ■ Built GTM for first of its kind Virtual Card.
• ■ Created Knowledge Base & 1000+ FAQs for Payment Issues.
• ■ Built Payment Status Automation Tool to Reduce Support Tickets.
• ■ Interviewed, Hired and Trained 50 FTEs by interviewing more than 300 candidates.

Iris Business Solutions

Founder-Led Customer Operations from Zero

Founded Global Clients Zero to One

• ■ Founded and built customer experience operations from scratch.
• ■ Worked with clients across gaming, services, and technology sectors.
• ■ Learned firsthand how to build without playbooks, funding, or safety nets.
• ■ Served global clients including Supercell, A3 India, Zaxon, and Allsec.
• ■ Built an organization from zero without a playbook, relying on execution and quality talent.