Tushar Saini
As an empathetic and highly sociable CS Specialist, I thrive on collaborating with teams and clients to achieve ambitious goals. My diligent approach and strong sense of accountability ensure I consistently deliver exceptional results, always striving to foster positive outcomes and build lasting relationships.
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Experience
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CS Specialist - Highlevel Certified (SaaS)
HighLevel · Jan 2025 – Nov 2025
- HighLevel's customer success function focuses on maximizing customer lifetime value by ensuring a positive end-to-end experience, leading to high retention, renewals, and advocacy.
- This involves onboarding, business reviews, and addressing customer feedback.
- The team champions customer needs, raises their voice within the company, and collaborates with product teams to drive improvements.
- Proactively engage with at-risk customers to prevent churn by identifying needs, offering tailored solutions, and converting disconnection or downgrade requests into retention or expansion opportunities.
- Deliver exceptional customer service by actively listening to concerns, educating clients on product features, billing, and services, and resolving complaints calmly and courteously to build long-term loyalty.
- Monitor customer health indicators in HighLevel, executing targeted outreach strategies to address “Red” status triggers and guide clients through their journey while upholding company service standards.
- Collaborate with Account Executives, Technical Support, and Finance teams to troubleshoot and resolve service, pricing, and technical issues, while identifying upsell opportunities and ensuring renewals.
- Maintain accurate customer records by updating accounts with appropriate cancellation/downgrade reason codes and processing credits or exchanges in financial applications.
- Leverage strong communication and analytical skills to manage multiple tasks in a fast-paced environment, contributing to customer forums, surveys, and feedback initiatives to enhance satisfaction.
- Utilize proficiency in HighLevel, Freshdesk, and MS Office Suite to explain competitive advantages, troubleshoot issues, and provide a seamless, high-quality customer experience.
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Customer Success Manager - Health SaaS
EchoSphere Placements · Sep 2022 – Jan 2025
- Managed end-to-end customer onboarding, implementation, and adoption across two U.S.
- Healthcare SaaS projects focused on Remote Patient Monitoring (RPM), Chronic Care Management (CCM), Principal Care Management (PCM), and Mental Healthcare.
- Conducted onboarding sessions, product demonstrations, and SaaS training for physicians, Registered Nurses (RNs), Nurse Practitioners (NPs), Licensed Practical Nurses (LPNs), care coordinators, and administrative teams.
- Coordinated the recruitment, onboarding, scheduling, and allocation of healthcare professionals based on customer requirements and patient care programs.
- Guided customers through implementation, workflow configuration, user provisioning, and go-live activities while reducing time-to-value.
- Built trusted relationships with healthcare providers, clinical leaders, and executive stakeholders across the United States.
- Acted as the voice of the customer by collaborating with Product, Engineering, Clinical Operations, and Technical Support teams to resolve complex issues and improve customer experience.
- Managed customer escalations, technical issues, implementation risks, and service requests while consistently meeting SLA and KPI targets.
- Ensured HIPAA compliance, patient data privacy, and adherence to healthcare security standards across all customer interactions.
- Created SOPs, onboarding playbooks, knowledge base articles, training documentation, and customer success resources to standardize operations.
- Monitored customer health scores, platform adoption, onboarding progress, engagement, retention, and success metrics to drive proactive customer outcomes.
- Supported customer success initiatives that improved platform utilization, customer satisfaction (CSAT), retention, and overall account growth.
- Delivered exceptional customer experiences through proactive communication, strategic account management, and consultative problem-solving.
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Customer Success Manager - Health SaaS
Adit · Feb 2022 – May 2022
- As a Customer Success Manager (CSM) joining Adit, my foremost responsibility revolves around ensuring a seamless and successful transition for new customers adopting Adit's software solutions.
- This encompasses a range of key duties and performance indicators essential for driving customer satisfaction and retention.
- Beginning with the onboarding process, I lead new customers through understanding the features and capabilities of Adit's software, coordinating training sessions, and addressing any initial setup or technical issues to guarantee a smooth transition.
- Building strong relationships with customers, I proactively engage to gather feedback and provide assistance throughout the onboarding journey.
- Moreover, I collaborate with clients to develop and implement tailored success plans, establishing clear goals and milestones for the adoption of Adit's software.
- Through conducting comprehensive training sessions and maintaining educational resources, I ensure users are equipped with the necessary knowledge to optimize their experience.
- Monitoring customer usage and engagement, I identify areas for improvement and promptly address any technical or functional issues that arise.
- Continuously gathering customer feedback, I advocate for their needs within the organization, driving ongoing improvements to enhance overall satisfaction.
- Key performance indicators such as time to onboard, customer adoption and engagement metrics, satisfaction scores, retention rates, issue resolution time, and specific success metrics aligned with customer goals guide my efforts in delivering exceptional customer experiences and fostering long-term relationships with Adit's clients.
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Customer Success Manager - Onboarding (SaaS)
Veere Di Wedding · May 2020 – Jan 2022
- I successfully facilitated connections between members based on their preferences and profiles, ensuring a seamless onboarding experience and guiding clients through the registration and profile setup process to optimize their matchmaking journey.
- Proactively collecting and analyzing client feedback, I identified areas for service improvement, promptly addressed client concerns, and maintained high levels of client satisfaction.
- By developing a deep understanding of client preferences, I enhanced matchmaking accuracy and implemented tailored suggestions based on client feedback to better meet their expectations.
- I identified and sourced new business opportunities, contributing significantly to customer base expansion through strategic initiatives and networking.
- Maintaining a renewal target of 80%, I fostered strong, ongoing relationships with clients, engaging proactively to encourage service renewals and ensure continued satisfaction.
- Regularly reviewing and enhancing member profiles, I ensured their accuracy and completeness, leading to improved matchmaking outcomes.
- I coached team members on best practices in customer service and matchmaking, conducted regular audits to ensure high service quality, and maintained a Service Level Agreement (SLA) of 90% for response and resolution times, consistently meeting or exceeding SLA standards.
- Ensuring a consistent quality score of 90% for all customer interactions, I monitored and improved call quality and service delivery through targeted measures.
- I fostered a culture of delivering exceptional client experiences, implementing initiatives to exceed customer expectations and enhance client satisfaction.
- Effectively managing the customer service team, I handled escalations, maintained a zero-escalation goal, and ensured team cohesiveness and efficiency.
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Customer Success Manager - Onboarding (SaaS)
Veere Di Wedding · May 2020 – Jan 2022
- Successfully facilitated connections between members based on their preferences and profiles, ensuring a seamless onboarding experience and guiding clients through the registration and profile setup process to optimize their matchmaking journey.
- Proactively collecting and analyzing client feedback, I identified areas for service improvement, promptly addressed client concerns, and maintained high levels of client satisfaction.
- By developing a deep understanding of client preferences, I enhanced matchmaking accuracy and implemented tailored suggestions based on client feedback to better meet their expectations.
- Identified and sourced new business opportunities, contributing significantly to customer base expansion through strategic initiatives and networking.
- Maintaining a renewal target of 80%, I fostered strong, ongoing relationships with clients, engaging proactively to encourage service renewals and ensure continued satisfaction.
- Regularly reviewing and enhancing member profiles, I ensured their accuracy and completeness, leading to improved matchmaking outcomes.
- Coached team members on best practices in customer service and matchmaking, conducted regular audits to ensure high service quality, and maintained a Service Level Agreement (SLA) of 90% for response and resolution times, consistently meeting or exceeding SLA standards.
- Ensuring a consistent quality score of 90% for all customer interactions, I monitored and improved call quality and service delivery through targeted measures.
- Fostered a culture of delivering exceptional client experiences, implementing initiatives to exceed customer expectations and enhance client satisfaction.
- Effectively managing the customer service team, I handled escalations, maintained a zero-escalation goal, and ensured team cohesiveness and efficiency.
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Customer Success Accounts Manager Retail B2B
AMERIPOWER LLC · Jul 2018 – Mar 2020
- Played a key role in Customer Success, customer relationship management, and business development efforts.
- Handled customer inquiries related to billing, service, and cancellations, ensuring thorough support and satisfaction.
- Used platforms like LinkedIn, Salesforce, ZoomInfo, and Zoho to interact with clients to acquire new databases and boost sales through targeted outreach.
- Conducted product demos via Skype and other CRM tools to highlight product advantages and cost-effectiveness, aiding client comprehension and approval.
- Led presentations and discussions to assist current customers and new acquisitions, contributing to revenue growth and market expansion.
- Improved customer health scores by implementing proactive engagement strategies, consistently attained high customer satisfaction ratings (CSAT) by resolving issues effectively, and decreased customer turnover by employing personalized retention tactics.
- Raised the net promoter score (NPS) by enhancing overall customer experience and service quality, showcasing dedication to driving success and nurturing lasting client relationships.
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Customer Success Associate POS Retail SaaS and EHR/EMR (Two Projects)
TCi Outsourcing · Aug 2014 – Jun 2018
- Responsible for two projects and customer success initiatives encompassing onboarding, training, user engagement, and churn management at an outsourcing company specializing in SaaS, omni-channel solutions, EHR, EMR SaaS, meetings management, and POS technology.
- Leveraged essential customer engagement skills such as communication, relationship building, consultative problem-solving, and technical proficiency to drive success.
- Key responsibilities included implementing appropriate licensing models for compliance and enforcing license agreements to promote software usage adherence and combat piracy.
- Focused on optimizing customer engagement metrics including CSAT, NPS, and time to value (TTV) by streamlining onboarding processes, encouraging product adoption, resolving issues promptly, and providing comprehensive training and education.
- Efforts geared towards ensuring customers achieved value realization swiftly and efficiently, demonstrating commitment to delivering exceptional customer experiences and driving success.
- Worked extensively with PCM, CCM, and Remote Patient Monitoring systems, managing ongoing patient journeys, handling escalations, and ensuring continuous engagement with care plans.
- In a healthcare coordinator role for aged care facilities, worked closely with patients, families, and providers, handling sensitive situations with empathy while ensuring accurate documentation in EHR/EMR systems.
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Client Relationship Manager - Ecommerce Food Startup
Farmery · Mar 2011 – May 2014
- Excelled in relationship management and sales strategy to drive business growth at an e-commerce venture in the food and beverage industry.
- Role involved building and maintaining profitable relationships with key customers, overseeing customer relationships managed by my team, and resolving customer issues efficiently to ensure satisfaction and retention.
- Actively kept customers informed about new products to boost sales and collaborated with organizational managers to strategize effectively.
- Expanded customer base and increased organic sales volume by upselling and cross-selling.
- Utilized CRM programs, conducted business reviews, and analyzed market trends to propose innovative business models.
- Monitored competition, performed pricing and product analysis, and contributed to project initiatives and process improvements within the merchant payments business.
- Focus on compliance and data-driven decision-making ensured alignment with business objectives and policies.
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Customer Service and Sales Executive - At&T Telecom
DCC · Oct 2008 – Jan 2011
- Honed skills in customer service and relationship management during tenure at an international BPO/KPO specializing in telecom (AT&T, Verizon) and B2B finance (fintech products for SMB).
- Assisted over 100 customers daily, providing effective solutions with a polite and attentive approach to ensure customer satisfaction and retention.
- Expertise included maintaining comprehensive product and service knowledge to address customer concerns and inquiries accurately.
- Meticulously recorded customer information using company software and spreadsheets, optimizing call handling through our call management system.
- Played a pivotal role in training new employees on data entry, customer communication, and emerging technologies.
- Cultivated strong relationships with suppliers and internal and external clients, fostering collaboration and operational efficiency.
- Responsibilities encompassed inbound and outbound support, including sales initiatives, demonstrating versatility and commitment to delivering exceptional service in a dynamic BPO/KPO environment.
Skills 0 proven through work
Also works with
Learning from ConversationsFreshdesk UsageResource GatheringEmail Correspondence ManagementAI-Powered PersonalizationOpenAI UsageAI Tools UsageNotification System DevelopmentTask AutomationAI Workflow AutomationSpeaking ClearlyBusiness Change Request ManagementIssue EscalationGoal UnderstandingOrganizationFinding Customer NeedsDefect TrackingAnalytical ThinkingData CategorizationPreventive Measures PlanningWork Planning and PrioritizationStrategic PlanningProblem SolvingPersonalized Outreach MessagingSolution ConsultingClient FocusBusiness AnalysisProduct & Service KnowledgeAccount ActivationProduct DemonstrationsGuidanceClient OnboardingPresenting BenefitsCRM Data Entry and MaintenanceMeeting FacilitationProject Status CommunicationProcess ImprovementProject ExecutionSecure Data HandlingPatient Rights, Consent & PrivacyTransparent CommunicationTeamworkWorkflow CoordinationProject TrackingCustomer Expectation ManagementVerbal CommunicationStakeholder ManagementProduct Launch CoordinationProcess UnderstandingProfessional Follow-upProduct Training DeliveryTechnical Knowledge SharingFeature & Setting ConfigurationJira UsageTicket ManagementCRM ManagementCross-Border Client ManagementCustomer ServiceData-Driven RecommendationsSaaS Customer SuccessBusiness Value RealizationCustomer Relationship BuildingCross-Departmental CoordinationCustomer Issue ResolutionAudience Engagement StrategyAccount ManagementTool Adoption Change ManagementCustomer Retention and Churn PreventionEmployee Onboarding Coordination
Proof of Work
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Education
B. A, English Language and Literature, General
Madurai Kamaraj University · 2004 — 2007
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