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Harsh Singh

Customer Success Manager

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Hi, I am Harsh

I am a dynamic Customer Success Manager who excels in rapid customer onboarding, leveraging AI tools and automations for fast go-live processes.

With a knack for quickly mastering new products, II drives impactful QBRs, combat churn with data-driven insights, and build scalable CSM processes that ensure long-term customer growth.

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LinkedIn⁠

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WhatsApp⁠

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Email⁠

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Experience

Richpanel

Customer Success Manager- March 2024 – Present

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Richpanel⁠

is an customer experience and customer support platform for D2C and E-commerce companies.

Spearheaded

churn analysis project⁠

, identifying 67% of churns occurred within the first month, leading to a 2% reduction in overall churn rate within 3 months.

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Implemented tailored product modules for high-value customers⁠

, improving adoption rates by 35% and increasing customer retention by 20%.

Led Quarterly Business Reviews (QBRs) with top accounts, resulting in a 15% increase in product usage and a 25% boost in customer satisfaction scores.

Resolved over 1,000 support tickets with a 98% satisfaction rate,

becoming the best-rated support agent in two months.⁠

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Optimized internal help desk processes, reducing average response time by 40% and improving first-contact resolution rate by 30%.

Generated $25,000 in additional sales by converting 18% of in-trial customers through expert product guidance in customer chats.

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Executed proactive renewal strategy⁠

, successfully renewing 38 out of 40 targeted accounts over a 6-month period, achieving a 95% renewal rate.

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Revamped knowledge base management⁠

, resulting in a 50% increase in self-service resolution and a 25% reduction in support ticket volume.

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Developed and implemented a proactive client configuration⁠

optimization system, improving overall product adoption rates by 28%.

Conducted comprehensive analysis of usage patterns for 50+ accounts, creating personalized configuration update plans that increased feature utilization by an average of 40%.

First Principles

Founder’s Office Nov 2021–Mar 2024

Spearheaded organic lead generation strategy, publishing 80 blogs in 4 months using AI tools, achieving top 3 Google SERP rankings for 15 key industry terms.

Drafted a comprehensive 20,000-word PPC course in 6 weeks, establishing the company as a thought leader and generating 30% more inbound leads.

Salvaged a high-value client relationship on the brink of churn, resulting in a $1,000 increase in monthly billings and a 95% satisfaction score.

Launched a venture studio project from scratch, developing a lead-sourcing process that generated 20+ daily qualified leads, scalable to 60+.

Implemented and optimized CRM system, resulting in a 40% increase in SQL conversion rates and a 25% boost in overall sales efficiency.

Acted as a recruiter for portfolio companies, screening 100+ candidates and successfully placing 8 key hires in product design and sales roles.

Grew CEO's social media following from 800 to 2,700 in 8 months, resulting in a 50% increase in qualified leads for future business goals.

Managed end-to-end podcast production, coordinating 15+ episodes with industry leaders, increasing brand visibility by 35%.

Gear Infinity

Founder May 2018–Mar 2021

Conceptualized and launched an in-person knowledge-sharing platform, organizing 10+ meetups with industry experts in IoT, Blockchain, and Robotics, attracting over 500 attendees.

Pivoted business model to a marketing agency, achieving 100% year-over-year revenue growth in the first two years of operation.

Secured high-profile clients including OYO Rooms and notable content creators, resulting in a 75% client retention rate.

Developed and implemented a multi-channel lead generation strategy, leveraging Facebook groups, WhatsApp, UpWork, and networking events to acquire 20+ new clients within 6 months.

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Tools

Zendesk

Freshdesk

Hubspot

Baremetrics

Excel

Posthog, Mixpanel

Linear, Clickup

Google Slides

Skills

Customer Discovery

Onboarding

Churn Analysis

Project Management

Account Management

Product Analytics for Product Adoption

CRM setup and Optimization

QBR Planning and Delivery

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Education

GGSIPU

July 2021

Bachelors of Technology (Mechanical)

GPA: 8.1/10.0

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