Pratima Vishwakarma
Customer Success Lead | SaaS | Customer Onboarding, Retention & Product Adoption | Managing 500+ Creators | Customer Lifecycle & Escalation Management
- Role
- Customer Success Lead at Cosmofeed
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Pratima Vishwakarma
Great customer success isn\'t just about solving problems — it\'s about helping customers succeed at scale.I’m a Customer Success Lead with 3+ years of experience in SaaS, focused on helping customers unlock the full value of the product through onboarding, product adoption, and long-term retention. I work closely with customers to understand their goals, resolve challenges quickly, and ensure they achieve measurable outcomes.At Cosmofeed, I manage relationships with 500+ high-value creators contributing ₹30+ Cr in monthly platform revenue. I also lead a 10-member Customer Success team, driving onboarding, product demos, lifecycle engagement, and escalation management. My role involves acting as the bridge between customers and internal teams — collaborating with product, engineering, marketing, and support teams to resolve issues, improve product experience, and translate customer feedback into actionable insights.I’m particularly passionate about building scalable customer success processes — from improving onboarding journeys to creating self-serve resources that enhance efficiency and reduce friction for users.Currently, I’m looking to grow into Customer Success Manager / Senior Customer Success roles in SaaS, where I can continue driving retention, customer growth, and long-term value for both customers and the business.
Experience
Customer Success Lead
Feb 2025 — Present · Gurugram, IN
Led a 10-member Customer Success team, overseeing onboarding, product demos, support, and lifecycle engagement to improve customer adoption and retention.• Managed a portfolio of 500–600 high-value creators, supporting customers generating ₹30–32 Cr in monthly platform revenue and ensuring consistent engagement and platform usage.• Drove end-to-end customer lifecycle management by guiding customers through onboarding, product adoption, and retention strategies to maximize platform value.• Delivered product demos and onboarding sessions, enabling creators to successfully launch and monetize digital products on the platform.• Resolved high-priority customer escalations by collaborating with product, engineering, finance, and marketing teams to ensure timely issue resolution.• Identified churn risks through proactive engagement and customer feedback analysis, implementing retention initiatives to strengthen long-term customer relationships.
Education
University of Lucknow
Master of Business Administration - MBA
St. Teresa's College, Aashiyana
High School
2013 — 2014
Dr. Shakuntala Misra National Rehabilitation University (DSMNRU), Lucknow
Bachelor of Business Administration - BBA
2016 — 2019
St. Teresa's College, Aashiyana.
Intermediate
2015 — 2016
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