Kushal B.
Program Lead & Senior Customer Success Manager @Assent
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WORK HISTORY
Program Lead & Senior Customer Success Manager @Assent
Toronto, ON, CA
Leading program strategy and operations for complex enterprise customers, including some of Assent’s Top 20 customers. Responsible for onboarding, adoption, long-term value realization, renewals and expansion.• Building scalable systems and playbooks in partnership with Director of Customer Success to improve customer health, reduce risk and enable consistent outcomes across all accounts.• Delivered above-target net revenue retention in consecutive years, achieving 101% of organizational NRR goals in 2025 and 106% in 2024.• Led a 60+ member cross-functional CS enablement group to standardize onboarding, delivery and risk processes. • Partnered with Sales on executive business reviews and expansion opportunities, reinforcing ROI and converting strategic relationships into multi-year million-dollar agreements with double-digit growth.• Earned top-tier NPS (9–10) from executive stakeholders through proactive communication and trusted advisory.• Recognized with Assent’s Innovation Award for creating analytics tools that identified adoption gaps and informed executive decision-making.
EDUCATION
University of Mumbai
Bachelor of Science - BS, Computer Science
Strathclyde Business School
Master of Business Administration (M.B.A.), Strategic Management
ABOUT KUSHAL B.
Business and strategy leader with 13+ years of experience owning growth, operations and customer outcomes across SaaS, B2B and B2C businesses. I partner with leadership teams to turn strategy into execution—driving revenue, improving retention and building scalable operations. I’ve held GM-level ownership of P&L, revenue, customer success and operations, leading teams and delivering measurable business impact across enterprise SaaS, supply-chain compliance programs, professional services and publishing. I operate best in fast-moving, ambiguous environments where businesses need clear direction, structure and execution to scale.
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