Rahul Mathur

About Rahul Mathur

Skilled Customer Success Manager focused on delivering and maintaining best client experience, assisting in all their queries and thereby managing their operations flow logically and systematically.Dedicated professional with a strong belief in adapting hard-work, dedication and consistency to develop and maintain the most successful partnerships.

Experience

1. Customer Success Manager

   Nomi

   Nov 2022 — Present

   As Customer Success Manager at Nomi, a leading cloud-based accounting platform tailored for UK accountants, I focus on delivering measurable value to our clients through strategic engagement, expert guidance, and proactive service. Client Onboarding and EnablementI lead the end-to-end onboarding journey for new clients, ensuring a seamless introduction to Nomi. Through discovery consultations, I assess clients’ existing processes and configure tailored onboarding pathways. This includes customised training sessions across modules such as bookkeeping, payroll, tax, and CRM.Driving Customer Success in a SaaS LandscapeMy role is central to ensuring that clients not only adopt Nomi but use it to its full potential. I proactively monitor customer health metrics—such as login activity, feature usage, and submission success—to identify engagement trends. This enables timely interventions, such as refresher training or one-to-one reviews, to enhance user satisfaction and long-term retention. Cross-Department CollaborationI collaborate closely with Product, Support, Sales, and Marketing teams to foster a unified customer experience. With the Product team, I escalate high-priority feedback and usability concerns. I support Sales and Marketing in demonstrating real-life use cases and benefits to potential and existing customers. Product Advocacy and Feedback LoopActing as the voice of the customer, I gather ongoing feedback through support interactions, NPS surveys, and training evaluations. Technical Support and TroubleshootingWhile strategic in nature, my role involves active support when necessary. I handle issues such as submission failures, payroll discrepancies, and HMRC integration errors. Using tools like screen sharing, I guide clients through real-time troubleshooting, turning support encounters into learning opportunities. I’m recognised for my approachable, results-oriented approach, balancing deep product knowledge with strong interpersonal skills

Education

• St. Annes School Jodhpur

  High School, Commerce

  1994 — 2006

• Sikkim Manipal University - Distance Education

  Masters in Business Administration , Accounting and Finance

  2011 — 2013

• Jai Narain Vyas University

  Bachelor’s Degree, Commerce

  2006 — 2009

• Institute of Public Accountants

  Professional, Accounting