DRASHTY GANDHI
Customer Success & CX Operations Leader
9+ years driving onboarding, retention, and customer experience excellence across SaaS, EdTech, Biotech, and consumer brands
Professional Profile
Core Expertise
Customer Success and CX Operations leader with a proven track record of transforming customer experiences across diverse industries. With 9+ years of hands-on experience, I specialize in building scalable onboarding programs, reducing churn, and driving retention through data-driven process improvements and customer-centric problem solving.
My approach combines strategic thinking with operational excellence, ensuring that every customer touchpoint is optimized for engagement, satisfaction, and long-term value. I thrive in high-volume environments where cross-functional collaboration and ownership are essential to success.
Global Impact
Throughout my career, I've managed customer relationships across multiple geographies including India, the United States, the United Kingdom, and the Middle East. This global perspective has equipped me with the cultural awareness and adaptability needed to serve diverse customer bases effectively.
Known for my ability to build strong SOPs, improve CSAT scores, and lead high-performing teams, I bring a unique combination of technical proficiency, strategic vision, and genuine passion for customer success to every role.
Key Achievements & Impact
30%
Efficiency Gain
Reduced customer follow-ups through optimized CRM processes
95%+
Execution Rate
Cross-team initiative closure rate across client and investor projects
12M
Monthly Retention
INR delivered through team leadership and strategic retention programs
2.5X
Conversion Growth
Increased conversion rates from 12% to 30% through coaching excellence
These metrics represent consistent performance across multiple organizations and industries, demonstrating the ability to drive measurable business outcomes while maintaining exceptional customer satisfaction. Each achievement reflects a commitment to continuous improvement, data-driven decision making, and customer-first thinking that translates directly into bottom-line results.
Current Role: Studio Sairish
Customer Experience & Operations Lead, EA to Director | Mar 2025 – Present
Full Lifecycle Management
Managed 100% of customer lifecycle from onboarding through post-purchase, implementing retention strategies that improved overall customer experience and satisfaction scores.
CRM Process Innovation
Built comprehensive CRM processes that increased lifecycle visibility and reduced follow-ups by approximately 30%, streamlining customer communication workflows.
Customer Communication
Created 20+ customer decks, reports, and proposals that enhanced communication quality and professionalism across all client touchpoints.
Operations Excellence
Streamlined operations including logistics, vendor workflows, and procurement, improving fulfillment turnaround time by approximately 25%.
Strategic Leadership: o2h Discovery
Strategic Support & Client Engagement Lead, EA to Founder | Feb 2024 – Mar 2025
Served as a strategic partner to the CEO, supporting all client and investor initiatives while ensuring cross-team execution reliability reached 95%+ closure rates. This role required exceptional organizational skills, strategic thinking, and the ability to manage multiple high-stakes projects simultaneously.
Managed CRM hygiene and pipeline tracking across 50+ accounts, ensuring timely follow-through on all customer and prospect interactions. This systematic approach to account management improved visibility into the sales pipeline and enabled more accurate forecasting.
Coordinated 20+ annual leadership meetings, investor events, and cross-functional workshops, facilitating strategic decision-making and ensuring alignment across the organization. These events were critical to maintaining investor confidence and driving company growth initiatives.
95%
Initiative closure rate
50+
Accounts managed
Customer Success Excellence: Saras-3D
Manager – Customer Success | Jan 2023 – Feb 2024
01
Onboarding Leadership
Led comprehensive onboarding and adoption programs for US customers, improving activation rates across all accounts through structured implementation plans and personalized support.
02
Metrics Ownership
Owned key CS metrics including churn, retention, NPS, and lifecycle communication, improving overall engagement by approximately 20% through data-driven interventions.
03
Documentation & Training
Built CS documentation, dashboards, and digital training flows used by 100% of new customers, creating scalable resources that reduced support burden and improved self-service capabilities.
04
Retention Strategy
Improved retention through proactive issue resolution and cross-functional collaboration, working closely with product, engineering, and sales teams to address customer needs.
Team Leadership: BYJU'S
Senior Manager – Customer Experience & Retention | Sep 2019 – Jan 2023
Led a 22-member customer experience team in one of India's fastest-growing EdTech companies, delivering INR 12M in monthly retention revenue through strategic coaching, process optimization, and performance management. This role required balancing team development with aggressive business targets while maintaining high customer satisfaction standards.
Conversion Excellence
Increased conversions from 12% to 30% through targeted coaching programs and refined product demonstration techniques
Escalation Management
Built comprehensive escalation systems resolving 2,500+ cases monthly within SLA through structured workflows
Process Optimization
Reduced turnaround time from 3 hours to 1 hour by rebuilding SOPs and streamlining resolution pathways
Managed all operations on Salesforce, implementing performance improvement initiatives that enhanced team productivity and customer satisfaction. This included building custom dashboards, automating routine tasks, and creating reporting structures that provided real-time visibility into team performance and customer health metrics.
Sales Foundation: Business Development
Business Development Executive (Customer Acquisition) | Jun 2016 – Aug 2019
High-Volume Lead Management
Handled 200+ leads every week, qualifying and nurturing parents and students across multiple regions through consultative selling approaches. This high-volume environment required exceptional time management, prioritization skills, and the ability to maintain quality while managing quantity.
Conducted 8–10 high-quality product demonstrations per week, driving strong engagement through personalized presentations tailored to individual student learning needs and parent expectations. Each demo was carefully crafted to address specific pain points and showcase relevant product features.
Revenue Generation
Generated ₹1.8–2 Cr in annual revenue through consistent conversions and structured onboarding workflows. This performance placed me among the top performers in the sales organization and demonstrated the ability to close complex, high-value deals.
Improved demo-to-conversion rates by developing deep product knowledge and refining pitch strategies based on customer feedback. Managed 1,000+ CRM records monthly, improving follow-up efficiency and lead visibility by approximately 20% through systematic data hygiene practices.
Education & Qualifications
MBA in Marketing
IGNOU
3.77/5 CGPA
Specialized in marketing strategy, customer behavior, and business analytics with focus on customer-centric approaches to business growth and retention.
B.Tech in Information Technology
Marwadi University
7.49/10 CGPA
Strong technical foundation in software systems, database management, and technology infrastructure supporting customer success operations.
This combination of technical education and business acumen provides a unique perspective on customer success, enabling me to bridge the gap between technical product capabilities and customer business outcomes. My educational background supports both strategic thinking and hands-on execution in technology-driven customer success environments.
Skills & Expertise
Customer Success
Onboarding & Training, Retention Strategy, Customer Communication, Lifecycle Management, Account Health Monitoring
Operations Excellence
Escalation Management, SOPs & Process Optimization, Cross-Functional Execution, Program Management, Workflow Automation
Technical Proficiency
CRM Platforms (Salesforce, LeadSquared, Zoho, Freshdesk), Adobe Suite, Google Workspace, MS Office, Dashboard Development
Analytics & Insights
Reporting & Dashboards, Insights & Feedback Analysis, Performance Metrics, Data-Driven Decision Making, KPI Tracking
Ready to drive customer success and operational excellence in your organization. Let's connect to discuss how my experience can contribute to your team's growth and customer satisfaction goals.