Chaitanya Kumbhar

About Chaitanya Kumbhar

Customer Success Lead with 11+ years of experience in SaaS domains, specializing in customer lifecycle management, onboarding, retention, and ITIL-based service delivery. Proven track record of improving customer satisfaction (CSAT 95%), reducing churn (7% YoY), and accelerating time-to-value (TTV). Experienced in managing international clients (U.S./North America), leading cross-functional collaboration, and driving adoption through data-driven insights. Skilled in CRM tools, advanced Excel, and support platforms (Jira, Zoho, SQL basics, Postman).In my role, I lead end-to-end implementation, onboarding, training, and ongoing support while serving as the Single Point of Contact (SPOC) for client institutions. My work blends technical know-how in SaaS platforms, SSO configuration, and data analysis with strong soft skills in stakeholder management, communication, and conflict resolution.I am passionate about building long-term customer relationships, optimizing processes, and enabling academic and enterprise clients to achieve their goals through technology.Core Skills & Competencies: Customer Success Strategy & Execution CRM Tools & Customer Lifecycle Management SaaS Implementation & Onboarding Data Analysis & Reporting (Excel, Google Sheets) Project Management & Cross-functional Collaboration Technical Support & Documentation Training, Communication & Renewal Management SaaS Domain ExpertiseAlways eager to collaborate, learn, and create customer-first success stories.

Experience

1. Customer Success Lead

   Unify Technologies

   Feb 2025 — Present

   Key Responsibilities & Contributions:• Reduced Time-to-Value (TTV) by 2 weeks by redesigning onboarding workflows and launching aself-service knowledge base.• Managed a portfolio of 50+ North America–based accounts, driving customer engagement,retention, and satisfaction.• Delivered onboarding, implementation, and support for international clients, ensuring smoothadoption across time zones.• Led Quarterly Business Reviews (QBRs) to present adoption metrics, align on goals, andrecommend strategic improvements.• Developed value realization plans, aligning product usage with measurable customer outcomes.• Built strong relationships with senior stakeholders (including C-level executives) through regularengagement.• Drove platform adoption by mapping product capabilities to customer business objectives andworkflows.• Streamlined processes and leveraged automation to improve operational efficiency and customerexperience.• Collaborated with cross-functional teams (Product, Sales, Support) to deliver customer-centricsolutions.• Contributed to 25% sales growth (2024) through strategic initiatives and targeted campaigns.• Tools: Jira, Postman, SQL basics, Mailchimp

Education

• C-DAC ACTS

  PG-DAC, ADVANCE COMPUTER

  2014 — 2014

• New English School Lingiware

  High School, Mathematics

  2004 — 2007

• Vivekanand College Kolhapur

  Higher Secondary Certificate, Physical Sciences

• Shivaji University

  Engineer's Degree, Information Technology

  2009 — 2013

Skills

• J2ee Web Services
• Jsp
• C++
• Sql
• Asp.net
• Hibernate
• Sharepoint
• Core Java
• C#
• .net
• Javascript
• Java
• C
• Asp.net Mvc
• Html