Vivin Varghese
Digital Customer Success Professional | Enterprise SaaS & TMS | ARR Growth · Retention · Automation & Lifecycle Strategy | Logistics | 12+ Years
- Role
- Manager, Customer Success at Pando
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Vivin Varghese
Enterprise CSM with 12+ years driving retention, revenue, and successful SaaS implementations across logistics and supply chain. Currently managing enterprise accounts at Pando.ai, an AI-enabled TMS, owning the full customer lifecycle from onboarding through renewal, ensuring SLA adherence, customer retention, and operational efficiency.What I bring to the table:• Delivered 90-day SaaS implementations for enterprise clients including Fortune 500 accounts — on time, on spec.• Reduced churn by 25% and improved support ticket resolution by 30% through process reengineering and CRM-driven engagement.• Led Quarterly Business Reviews and executive stakeholder presentations that directly influenced upsell and expansion revenue.• Deep expertise in BRD authoring, requirements gathering, UAT execution, and ERP/SAP/WMS system integration.• Experience spanning transportation planning, freight execution, billing automation, and last-mile workflows. I bridge the gap between technical complexity and customer value — translating enterprise requirements into outcomes that stick.Tools: Zoho CRM · Freshworks CRM · Jira · Salesforce · SAP · Excel/QlikView · APIGEEOpen to: Senior CSM · Key Account Manager · Client Partner (SaaS, Logistics, Supply Chain)
Experience
Manager, Customer Success
Feb 2022 — Present · Bangalore Urban, IN
Owned a $270K ARR enterprise portfolio, driving scalable customer lifecycle management through digital-first engagement strategies, covering onboarding, adoption, expansion, and renewal for logistics SaaS clients.Led digitally-enabled onboarding and implementation programs, delivering complex TMS rollouts within 90 days by combining structured workflows, automated milestone tracking, and cross-functional collaboration.Reduced customer churn by 25% by designing and executing digital lifecycle programs, including automated health scoring, segmentation, and trigger-based interventions using CRM platforms like Zoho CRM and Freshworks.Improved support efficiency by 30% through implementation of self-service frameworks, SLA automation, and ticket deflection strategies, enhancing customer experience at scale.Built and delivered data-driven QBRs and digital reporting dashboards, enabling executive stakeholders to track NPS, CSAT, product adoption, and ROI—directly influencing expansion and upsell opportunities.Partnered with Product and Engineering to translate customer insights into scalable product improvements, contributing to roadmap prioritization aligned with customer needs and digital adoption patterns.Designed and implemented integration frameworks (ERP, SAP, WMS) with a focus on automation, data flow optimization, and minimal manual intervention, supporting scalable transportation and logistics operations.Developed and executed Digital Customer Success playbooks, including in-app guidance, automated communications, and lifecycle campaigns to drive adoption, feature utilization, and customer maturity.
Education
Institute of Management Technology, Ghaziabad
Master of Business Administration - MBA, Operations Management and Supervision
2015 — 2017
Jesus and Mary College (JMC), Delhi
Bachelor of Commerce - BCom
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