Customer Success · CRM · Retention

Vishal Singh

Customer Success & Retention Leader — B2B SaaS · and I build AI tools

14+ years turning complex B2B products into recurring revenue — owning the full lifecycle of onboarding, activation, retention and reactivation. PMP certified. I also design and ship AI tools that make retention teams faster.

Open to Director / Head of Customer Success Hyderabad, India Remote / Hybrid
Get in touch Download résumé ↓ LinkedIn →
Vishal Singh
VS
14+ yrs
CS · CRM · Product
14+
years across CS, CRM & product
100K+
active user base owned
~30%
reduction in customer churn
12+
cross-functional team led
About

Post-sale revenue is my craft

I'm a Customer Success, CRM and retention leader based in Hyderabad. Over 14+ years I've grown through B2B technical sales, product and account management, and into customer-lifecycle leadership for B2B SaaS — moving closer to the product, the data and the customer at every step.

My focus is the engine behind recurring revenue: onboarding, activation, retention and reactivation, churn and LTV, segmentation, and the product delivery that supports it. I run programmes measured on outcomes — activation, conversion, ARPU/LTV and churn — not vanity volume.

Alongside that, I build. I design and ship AI-assisted tools (see PlayerPulse and my studio, Equibyte) that turn scattered customer data into churn-risk, segmentation and next-best-action for CS teams. It keeps me close to the product and to what modern retention actually needs.

Target: Director / Head of Customer Success at a remote or global B2B SaaS company. I can't relocate from Hyderabad, and I'm open to remote or hybrid with some travel.

Based inHyderabad, India
Experience14+ years
FocusCS · CRM · Retention
CertificationPMP
Work setupRemote / Hybrid
StatusOpen to work
Experience

Where I've delivered

Mar 2024 — Present

CRM & Customer Lifecycle Lead

The Multiple (via Straight-Talk Consulting) · Remote
  • Lead end-to-end CRM and customer-lifecycle strategy for a 100K+ active user base — onboarding, activation, retention and reactivation — plus the product backlog and cross-functional delivery in Agile.
  • Built segmentation frameworks for personalised lifecycle campaigns across Email, WhatsApp and SMS, based on behaviour, usage and engagement.
  • Designed A/B testing programmes to find high-performing journeys and offers, feeding results into campaign and budget planning.
  • Tracked activation, conversion, ARPU/LTV and churn to keep programmes profitable; built automation flows, trigger logic and loyalty/rewards features in back-office systems.
Mar 2022 — Feb 2024

Product Manager · Account Manager

Pragmatic Solutions (Techmojo Solutions) · Hybrid
  • Moved from account management into product on a B2B SaaS platform, bridging client requirements and technical delivery across engineering, QA and clients in Agile.
  • Grew recurring revenue through upsell and renewals while owning the product roadmap and third-party integrations (payments, providers, loyalty).
  • Wrote PRDs and the 6-month roadmap; owned backlog and sprint planning; reported to C-level stakeholders for data-led decisions.
2012 — 2022

Account, Project, Product & Sales roles

BERMAD India · Sigmaflow Controls · VAG Group (Germany) · Tech Mahindra
  • B2B revenue growth, enterprise client relationships and end-to-end project delivery across global technology and industrial firms.
Projects & work

Proof, not just claims

Self-made case work and tools that show how I think about retention — and how I build.

📘

CRM & Retention Strategy — Skill Demo

A self-made blueprint: competitor analysis, a KPI framework, engagement rules, and a full CRM roadmap. Shows how I turn a market into a retention plan.

View the case study →
Live demo
📡

PlayerPulse — AI retention tool

An AI-assisted retention and engagement tool I designed and built end-to-end. A browser extension captures customer activity and transaction history; an AI analyst layer turns it into churn-risk, segmentation and next-best-action on a prioritised CS action desk.

Open the live demo →
Live
🧩

Equibyte Technologies — AI product studio

My studio, where I build AI tools for customer engagement, retention and internal ops — plus early products (Signal, Flow, Lens). It keeps my hands on modern retention tooling.

Visit Equibyte →
Building
🍽️

Cloud-kitchen ordering app

An ordering and engagement app for cloud kitchens in my residential community in Hyderabad — a real-world build to sharpen product, retention and delivery under live constraints. More tools to follow.

In development →
Skills

What I bring

Customer Success / CRM

LifecycleOnboardingRetention & reactivationChurn & LTVRenewalsSegmentation

CRM / MarTech tools

SmarticoSoliticsOptimoveCustomer.ioBrevoHubSpotSalesforceSegmentAmplitude

Product / Delivery

Agile & ScrumSDLCJiraConfluenceFigmaPRDsRoadmappingA/B testing

Leadership & Analytics

Cross-functional teams (12+)C-level stakeholdersP&L / quotaSQLTableauPower BIAI-assisted tooling
Certifications

Credentials

📜

PMP

Project Management Professional — PMI, 2022
Verify credential →

Additional training: Google Project Management & Google AI Essentials.  ·  Education: B.E., Visvesvaraya Technological University (VTU).

Contact

Let's talk customer success

Open to Director / Head of Customer Success roles — remote or hybrid, global or India GCC.

Email me Download résumé ↓ LinkedIn →
vs111142@gmail.com +91 9160 018 313 Hyderabad, India