Pawan Kumar

About Pawan Kumar

With over eight years in customer-facing roles, including leadership positions, I specialize in Customer Success strategies that enhance retention, loyalty, and satisfaction within the B2B SaaS industry. At Labra.io, I oversee the development of actionable frameworks to scale customer engagement, such as onboarding initiatives, feedback loops, and team discussions aimed at closing knowledge gaps. My focus remains on fostering customer relationships, ensuring seamless onboarding, and driving continuous improvement for measurable success. By leveraging a collaborative approach, I work closely with cross-functional teams to align customer needs with organizational goals. My expertise spans CRM, customer retention, and team leadership, ensuring customer value is consistently realized. Dedicated to simplifying complex challenges, I aim to empower teams and build lasting partnerships that contribute to sustainable business growth.

Experience

1. Senior Manager, Customer Success

   Labra

   Apr 2024 — Present

   Labra.Io offers Sales, Infrastructure, and Operation management SaaS for B2B- Develop and maintain positive relationships with customers, promoting customer retention and loyalty- Conduct welcome calls and follow-up communications to ensure successful onboarding and to gather feedback for continuous improvement- Facilitate weekly team meetings to discuss business happenings and advise on surfaced knowledge gaps- Develop and execute a strategy for continuous improvement of team KPIs and what great looks like for the Customer Experience Team- Support team members to set and track progress toward personal goals that align with the broader goals of the commercial org and business strategy- Identifies underlying customer needs and leverages company resources to meet those needs in ways that retain, expand, and upsell the customer and influence how we can leverage those learnings for other customers- Influence how Customer Success can work better with other teams at Labra to collaborate on and execute against, technical integrations, business decisions, and marketing campaigns.

Education

• Delhi University

  Bachelor's degree, English Language and Literature, General