Kanwaljeet Kaur

About Kanwaljeet Kaur

I’m a Customer Success Leader with 14+ years of experience driving customer retention, revenue growth, and exceptional customer experiences across enterprise and mid-market accounts. I specialize in post-sales engagement, SaaS onboarding, CX strategy, and building high-performing CSM teams that deliver real business outcomes.Driving new subscription acquisition across Fortune accounts in the U.S. through strategic outreach, trials, and consultative selling.Managing the end to end sales cycle from discovery to proposal to contract negotiation with a strong focus on renewals and expansion.Collaborating cross functionally with SDRs, marketing, and product teams to tailor value messaging for IT, L&D, and Business decision makers.Working closely with CSMs to implement a customer success framework that supports onboarding, engagement, and learner ROI tracking.Lead account planning and quarterly business reviews, highlighting usage analytics, certification growth, and ROI metrics.Own and execute the renewal strategy for key enterprise clients, aligning product usage and certification outcomes with business goals.Build customized proposals and upgrade paths using insights from learner performance and client feedback.Created the NetCom+ Sales and Post Sales Framework, implemented for U.S. enterprise accounts to improve conversion and retention.Designed training and enablement programs for internal teams to identify upsell triggers and engage proactively.With certifications in Microsoft Azure, AI and AWS Cloud, I bring a consultative, future-ready approach to driving customer experience engagement and product adoption across every stage of the customer journey.Let’s connect if you’re looking to partner with a growth-focused leader who’s passionate about elevating customer outcomes through CX innovation and scalable success models.

Experience

1. Lead Account Manager

   Relcu

   Jan 2026 — Present

   Client facing operations and post sales execution across enterprise accounts, with a focus on scalable processes, SLA governance, and cross functional alignment.Driving the implementation of a centralized client request and escalation system using Jira Service Management, enabling structured intake, AM led triage, and seamless handoffs to Engineering.Partnering with Product, Engineering, and Leadership to redesign onboarding workflows, improve visibility on client health and delivery status, and reduce operational bottlenecks.Establishing standardized playbooks for account managers to improve response times, accountability, and overall customer experience.

Education

• University of London

  Master of Business Administration - MBA

• Sikkim University, Gangtok

  Bachelor's degree, Arts

  2009 — 2012