Theeba A.

About Theeba A.

Customer Experience Leader | Customer Success + Support | Retention, Expansion & Operational Scale | SaaSI’ve spent 10+ years leading across Customer Support and Customer Success in SaaS environments with hands-on experience building teams, tightening operations and driving measurable retention outcomes. My strength is bridging reactive support with proactive success. I don’t see them as separate functions — they’re part of the same post-sales engine. When aligned properly, they reduce churn, improve adoption and create real expansion opportunities. Over the years, I’ve: Drove a 50% reduction in repeat escalations, elevating CSAT from Red to Green Supported multi-million dollar expansion revenue through structured adoption and account growth initiatives Expanded global support capacity by 50%, reducing resolution time by 40% Built onboarding and KPI frameworks that improved time-to-value and long-term retentionI’m comfortable operating at both the strategic and operational levels — defining the framework, then ensuring it’s executed well.I’m always interested in conversations around strengthening post-sales strategy, retention and customer experience at scale. Let’s connect!

Experience

1. Director of Client Services

   E2open

   Jun 2022 — Present · US

   Transformed success & support operations, driving efficiency and reducing escalations through strategic leadership, cross-functional collaboration, and targeted team expansion across diverse solutions.• Developed and executed proactive customer success & support strategy, driving a 40% improvement in resolution times and 60% increase in support coverage.• Fostered high-performance teams, ensuring continuous professional growth and alignment with customer goals.• Drove customer success programs, aligning with customer needs to enhance product adoption and expansion, contributing to increased retention rates and revenue.

Education

• Japan-Malaysia Technical Institute

  Diploma

• Multimedia University

  Bachelor's degree