Karthik Bm
Associate Director - Customer Success @ HighLevel | Ex - Razorpay, Amazon, Fam, Supernova | 2X founder | Startup Advisor
- Role
- Associate Director - Customer Success at HighLevel
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Karthik Bm
Karthik BM is a seasoned leader in Customer Success and Business Operations with over a decade of experience driving client outcomes and building scalable teams across Fintech, Edtech, and SaaS. He has a proven track record of transforming customer experience into a true growth engine for high-growth startups and enterprises.He currently leads the Customer Success Management charter at HighLevel, focusing on value realization, product adoption, retention, and world-class client experience.Previously, at Supernova, he built a 35-member customer success organization, improving retention by 50%, engagement by 80%, and NPS by 20 points, while maintaining lean service delivery.At Razorpay, Karthik scaled the team from 5 to 160+ members, boosted CSAT from 65% to 85%, achieved 95% SLA adherence, and launched innovations like Smart FAQs and penny drop testing — playing a key role in Razorpay’s scale-up journey from a $10M startup to a $7.5B unicorn.At Fam, he scaled operations to 45 members (in-house and outsourced), spearheaded customer-centric initiatives, and built strong operational foundations during the company’s rapid growth.Recognized with multiple awards — including Young Jedi, Achiever of the Year, and Best Project at Razorpay — Karthik is also a keynote speaker on customer experience transformation in fintech and neo banking.He is known for his data-driven leadership, customer-first mindset, and ability to build high-performing teams that deliver measurable impact and long-term client success.
Experience
Associate Director - Customer Success
Jul 2025 — Present · Dallas, TX, US
Leading the CSM charter at GHL, focused on building scalable strategies that drive retention and delivering a world-class customer experience for our valued clients. Driving value realization and accelerating product adoption across core add-on solutions to maximize customer outcomes and growth.
Education
Centre for management studies, Jain university
Bachelor of Business Administration - BBA, Marketing
JAIN College
Pre-university course (PUC), Biology, General
2009 — 2011
Skills
- Presentation Skills
- Teamwork
- Team Management
- Team Building
- Business Development
- Leadership
- Event Management
- Team Leadership
- Public Speaking
- Culinary Skills
- Strategic Planning
- Marketing Communications
- Social Influence
- Self-Confidence
- Business Strategy
- Teacher Mentoring
- Best Value
- People Skills
- English
- Market Research
- Talent Pool
- Negotiation
- Microsoft Office
- Smarty
- Teaching
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