Akash Shill

About Akash Shill

Customer Success | SaaS Onboarding | Business Analysis | Data-Driven GrowthWith over 5 years of experience spanning SaaS onboarding, customer success, and operations, I specialize in turning complex customer journeys into seamless, scalable experiences. I’ve led multiple client onboarding projects, enhanced product adoption, and built strong relationships by aligning cross-functional teams and leveraging tools like Salesforce, HubSpot, SQL, and Excel. I bring a hybrid skill set—equal parts customer-centric thinking and analytical problem-solving. Whether it’s creating onboarding frameworks, interpreting customer health scores, or optimizing processes using data, I focus on driving long-term value for both the customer and the business. Highlights:Delivered high-impact onboarding programs for B2B SaaS clientsImproved CSAT, retention, and engagement rates through proactive supportSkilled in SQL, Power BI, and Excel for data analysis and reportingExperienced with CRM & Customer Success tools: Salesforce, Gainsight, ChurnZeroWorked closely with Sales, Product, and Tech teams to close feedback loops and streamline customer experienceI thrive in fast-paced, innovation-driven environments and love helping customers succeed by truly understanding their goals and aligning product capabilities to meet them. Let’s connect if you\'re passionate about customer-led growth, data-driven decision-making, or building strong post-sale experiences!

Experience

1. Manager

   Urbanpiper

   Dec 2024 — Present · Bengaluru, IN

   Customer Onboarding & Enablement Proven ability to design and implement onboarding programs that accelerate time-to-value, drive product adoption, and ensure customer satisfaction. SaaS Product Expertise Strong understanding of SaaS platforms, including user setup, configuration, and basic troubleshooting; able to bridge the gap between technical features and customer needs. Client Relationship Management Skilled in nurturing client relationships from onboarding through renewal, fostering trust and long-term value through proactive engagement and support. Cross-Functional Collaboration Experience working closely with Sales, Product, and Support teams to ensure a seamless onboarding experience and align on customer success goals. Training & Education Delivery Adept at conducting engaging client training sessions—live, recorded, or self-guided—to enhance product knowledge and user confidence. Project & Time Management Strong organizational skills with the ability to manage multiple onboarding projects simultaneously, ensuring timely delivery and smooth handoffs. Data-Driven Decision Making Utilizes metrics such as time-to-onboard, customer health scores, and adoption rates to refine onboardingstrategies and improve outcomes. Process Optimization Experienced in analyzing and streamlining onboarding workflows, reducing friction, and implementing scalable solutions to improve efficiency. CRM & Customer Success Tools Proficient in using tools like Salesforce, HubSpot, Gainsight, and ChurnZero to track onboarding progress, manage communication, and monitor customer health. Excellent Communication & Empathy Strong written and verbal communication skills with the ability to simplify complex concepts, actively listen to clients, and deliver personalized onboarding experiences.

Education

• Guru Gobind Singh Indraprastha University

  Bachelor's degree, BCA

  2015 — 2018

• CHANDIGARH UNIVERSITY

  Master of Science - MS, Data science

• Massachusetts Institute of Technology

  Post Graduate Degree in Data Science and Machine Learning, Data Science and Machine Learning

Skills

• Javascript
• Bootstrap
• Html
• Phpmyadmin
• Html5
• Adobe Fireworks
• Microsoft Excel
• Web Design
• Sql
• Management
• Mysql
• Microsoft Office
• Php
• Cyber-Security
• Communication
• Css
• Microsoft Word
• Microsoft Sql Server
• Responsive Web Design