Customer success → product · Bengaluru, India
Product
Manager
I ran 150+ B2B accounts worth ~$1M ARR at GoHighLevel and treated every call as research, not a support ticket.
What I do: Discovery, Prioritization, Retention, Roadmapping, PRDs
The four years behind it
$1M
ARR under management at GoHighLevel
150+
Global B2B accounts owned end to end
1000+
Support tickets resolved at SearaHealth
4 yrs
Closer to the customer than anyone in the room
Selected work
Four problems I found on customer calls and pushed through to something shipped.
They couldn't see what they were changing
Agencies were branding a mobile app blind, then finding out it was wrong after the build. I made the case for a live preview and adoption of the customizer rose 32%.
- Discovery
- Prioritization
- UX
- Mobile
GoHighLevel · 2024
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Forty percent of our delays came from one control
App builds kept bouncing back from Apple and Google. I counted the causes instead of firefighting them, and resolution time went from 7 days to 2.
- Root cause
- Mobile
- Process
- Cross-functional
GoHighLevel · 2024
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The accounts most likely to leave were invisible
Our ClickUp automation was silently skipping paying customers. I built a Stripe-backed dashboard so at-risk accounts surfaced before they cancelled, not after.
- Retention
- Churn analysis
- Data
- Automation
GoHighLevel · 2024
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The cheapest support ticket is the one nobody files
Customers were writing in with the same questions at the same points in their lifecycle. I got there first on a schedule — inbound tickets fell sharply and the team adopted it.
- Lifecycle
- Support deflection
- Program design
- Scale
GoHighLevel · 2024
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Why the
switch
I've been doing the research half of product management for four years. It just had a support job title on it.
The customer success seat is the best listening post in a SaaS company. You hear the friction first, in the customer's own words, long before it shows up as a ticket count or a churn number. What I want now is the other half of the job — owning the decision about what we do with what I heard.
I'm completing the NextLeap Product Management Fellowship and looking for an APM or PM role in B2B SaaS.
More about meLet's talk
Hiring for an APM or PM role? I'd like to hear about the product and the problem you're trying to solve.