Kuthuru Sharon Emmema
Customer Success Specialist - B2B Saas| Empowering Clients | Product Adoption| Training | Customer Relationship| Escalation Management| Customer Support Leader · Hyderabad
Contact details — on requestProof of Work — on request
Experience
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Customer Success Specialist
Equal · Apr 2025 – Apr 2026
- Managed end-to-end client relationships for a B2B SaaS platform specialising in KYC and BGV solutions for mid-to-large enterprise clients. ₹2.6 Cr ARR | Zero Churn | ₹25L NRR in FY 2025–26 | 90%+ Health Score
- - Manage KYC & BGV verification workflows for enterprise clients, ensuring accuracy, compliance, and timely delivery
- - Maintain 90%+ customer health scores through proactive engagement and tailored success plans
- - Lead QBRs and technical workshops with C-Suit stakeholder to align on performance metrics and strategic objectives
- - Own critical incident management from coordination to post-incident reviews
- - Identify upsell and expansion opportunities, bridging Customer Success and Sales to drive revenue growth
- - Act as primary liaison between customers and internal delivery teams (sales, support, infrastructure, product),
- demonstrating strong stakeholder management across all organizational levels
- - Simultaneously manage a lean onshore & offshore support team, maintaining quality and operational standards
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Senior Manager Customer Support
Equal · May 2023 – Jun 2025
- Built the support function from the ground up and grew it into something much bigger.
- Starting as a Customer Support Manager, I quickly expanded into Customer Success, owning the full client relationship: onboarding, product training, escalation management, and long-term adoption.
- I was the person clients called when things got complex, and the one who made sure they stayed.
- - Founded and scaled onshore & offshore support operations with structured frameworks that stuck
- - Maintained 95% CSAT across all channels through a quality framework built for consistency, not just compliance
- - Drove platform adoption through hands-on training, Loom tutorials, and client engagement strategies that turned confused users into confident ones
- - Collaborated across Sales, Product, Engineering, and Hosting to deliver solutions that actually worked end-to-end
- - Built the team's entire knowledge base playbooks, training materials, onboarding docs from scratch
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Global student support specialist
Udacity · May 2022 – Apr 2023
- • Provided comprehensive support to B2B and B2C students globally via chat and email, ensuring a seamless learning experience.
- • Collaborated with internal teams to enhance product features and optimize system usage.
- • Conducted quality audits and workshops focused on improving customer experience.
- • Developed training materials and created playbooks to empower team members.
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Senior Support Specialist
Google Operations Center · Aug 2021 – May 2022
- • Provided exceptional support to end customers through chat, email, and phone, ensuring a seamless experience.
- • Assisted customers in customizing their Google Ad campaigns to enhance traffic and engagement.
- • Developed strong communication skills while addressing diverse customer needs in a fast-paced environment.
Brand Safety Investigator
Uber · Sep 2018 – Aug 2021
- - Dealing with the complex issues reported by the riders and drivers on the platform
- - Resolving queries based on real-time scenarios, critical emergencies, and incidents.
- - Empathizing with the parties, investigating the scenarios, and making a decision on what needs to be done
- - Taking ownership resolving situations that needed to be handled cautiously and efficiently due to the potential impact on customer satisfaction and brand image.
Customer Service Associate
Amazon · Jun 2017 – Jul 2018
- Concession Abuse Prevention Team:
- - The main aim was to eradicate fraudulent customers from the platform
- - Analyzing the account history and transactions of the customers and understanding the fraud activity pattern on their accounts and escalating for further investigation
- - Effective problem-solving skills including decision making, time management, and immediate prioritization of tasks as assigned
- - Approaching the problems logically and educating the customers with the policies
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Customer Service Intern
AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED · Aug 2016 – Feb 2017
- - Resolving customers queries and proving appropriate resolutions
- - Empathising and prioritizing the customer needs
- - Delivering customer satisfaction
Skills 0 proven through work
Also works with
Product Training DeliverySupport Function SetupCall AuditingProcess ImprovementResearch Insight SynthesisCross-Departmental CoordinationKYC ProcessingSupport Case Follow-Up ManagementMeeting FacilitationCustomer Relationship BuildingCustomer Retention and Churn PreventionIssue EscalationClient OnboardingExploratory Data Analysis (EDA)Technical DocumentationSLA AdherenceAPI IntegrationPeople ManagementMentoring and Peer CoachingStakeholder ManagementVendor CoordinationSOP Development
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Education
Bachelor's degree, Mathematics, Statistics and Computer Sciences
Loyola Academy Degree and PG College · 2014 — 2017
Secondary Board
ST. Peter's Model School · 2011 — 2012
Contact details
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