Driving Customer Success Through Strategic Implementation

Customer Success and Implementation lead with 9+ years of experience in SaaS, fintech, and e-commerce. Skilled in enterprise onboarding, account management, and driving product adoption. Experienced in cross-functional collaboration, process optimization, and delivering long-term customer value.

SaaS Product Implementation
Enterprise Account Management
Customer Success & Retention
Client Onboarding & Enablement
Project & Stakeholder Management
Operations Strategy & Excellence
Team Leadership & Training
Product Development Collaboration

Tools Expertise

Salesforce, Freshdesk, HubSpot, RocketLane, PostHog, Excel, SQL, APIs

30%

improvement in feature adoption within 60 days

6→4

weeks reduced implementation timeline

25+

large enterprise implementations

50%

reduction in merchant query resolution time

21

professionals led in team leadership

Professional Experience

  • Attentive.ai

    Implementation & Customer Success Lead

    Jun 2024 – Present

    • Led end-to-end SaaS implementations with strategic planning
    • Reduced implementation timeline by 33% through process optimization
    • Drove 30% improvement in feature adoption rates
    Key Technologies:
    SaaS Implementation Customer Success Process Optimization
    A

  • Goldman Sachs

    Client Implementation Manager

    May 2022 – Jan 2024

    • Managed digital transaction banking implementations
    • Coordinated complex APIs and SWIFT integrations
    • Successfully delivered 25+ enterprise implementations
    Key Technologies:
    APIs SWIFT Digital Banking Enterprise Solutions
    GS

  • Cars24

    Program Manager

    Apr 2020 – Sep 2021

    • Managed strategic partner relationships across regions
    • Led process excellence initiatives and optimization
    • Utilized Salesforce for comprehensive retention analysis
    Key Technologies:
    Salesforce Process Excellence Partner Management
    C24

  • Paytm

    Team Lead

    Oct 2016 – Apr 2020

    • Led high-performing 21-person support team
    • Reduced query resolution time by 50%
    • Successfully supported 300+ active merchants
    Key Technologies:
    Team Leadership Support Operations Merchant Services
    P

How I Drive Customer Success

Delivering exceptional results through strategic implementation, growth optimization, and technical excellence

SaaS Implementation Excellence

End-to-end implementation management with timeline optimization and seamless go-lives. Ensuring smooth transitions and rapid user adoption.

Project Management Agile Change Management Training

Enterprise Account Growth

Strategic upsell and cross-sell identification driving account expansion and long-term value creation for enterprise clients.

Salesforce Account Planning Revenue Growth Analytics

Team Leadership & Training

Cross-functional collaboration and stakeholder management with process optimization to maximize team performance and efficiency.

Leadership Process Design Stakeholder Mgmt Coaching

Technical Integration

Expert API implementations, SWIFT/SFTP integrations, payment solutions, and banking platform connections for seamless operations.

APIs SWIFT Payment Systems Banking Platforms
Discuss Your Implementation Needs

Let's Connect & Collaborate

Ready to optimize your customer success strategy? Let's discuss how my expertise in SaaS implementations and enterprise account management can drive your business growth.

Email
puneetg3493@gmail.com
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Phone
+91 9711012880
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📍 Based in Delhi NCR • Open to Remote Global Opportunities
Available for Customer Success leadership roles, implementation consulting, and strategic partnerships.
9+ Years Customer Success Excellence