Services
Video meeting . 60 mins
CS Advisory - Retention, SOPs,User Handling
Practical CS advice from someone who built it from scratch
About me
I spent 5 years at marketfeed building and running customer success
operations from the ground up - onboarding, activation, retention,
and team leadership across 2,500+ users and ₹340 Cr in portfolio
exposure.
I've owned the full CS lifecycle: improved activation from 5% to 25%,
maintained ~90% six-month retention and 9/10 CSAT, built CRM
automation that scaled team capacity by 60%, and led a 6-person team
while managing the most complex user escalations personally.
I'm happy to chat about:
- Breaking into Customer Success or growing within it
- Building CS systems and processes from scratch
- Navigating fintech operations
- Natural empathy + sharp logical thinking = rare combo. Rohit surfaced user pain points before anyone else. Watched him grow from IC to team lead. Asset to any user-facing team.Recommended by Vishvak Saen on
- Rohit doesn't look at metrics in isolation — he seeks the "why" behind user behaviour. Natural instinct for friction points, evidence-driven, bridges business goals & user needs effortlessly.Recommended by Vishal Hari on
- Rohit owns initiatives end-to-end — follows up, tracks impact, empowers his team. Voice of the user who directly shaped product features. Dependable, execution-driven, highly recommended.Recommended by Parvez Mushraff on
- Ran onboarding through a rough product cycle and kept delivering. Learned capital markets deeply. Rare kind — steps up when things get tough and brings the whole team with him.Recommended by Cherian Varghese on