Meghna Tiwari

CV as the AI saw it (personal details removed)

[REDACTED]

[REDACTED]   ·   [REDACTED]   ·   Mumbai

[REDACTED]

  Profile

Customer success professional with 5 years of experience across freight forwarding operations and B2B SaaS. Built operational fluency in logistics documentation and client coordination before moving into customer-facing SaaS roles. Runs a book of mid-market accounts with materially lower churn than team average. Believes the customer should not be the one managing your mistakes.

  Experience

Senior Customer Success Associate

Fieldstack Technologies Pvt. Ltd. (B2B SaaS, Field Operations, 85 employees), Mumbai   ·   Jan 2024 – Present

—  Promoted to Senior CSA after demonstrating consistent retention performance — managing a portfolio of 18 mid-market accounts across manufacturing, pharma, and FMCG verticals

—  Churn on managed accounts over the past 12 months: 6% against a team average of 24%

—  Led onboarding for 8 new accounts in the past year — built a structured 30-60-90 day onboarding framework that the full CS team now uses; reduced time-to-first-value by 3 weeks on average

—  Own QBR facilitation, escalation management, and renewal negotiations for all accounts in portfolio — no escalation to management in the last 14 months

—  Identified an undocumented product limitation affecting 4 accounts' core workflow; wrote the internal bug report, coordinated with PM and engineering, and managed customer communication throughout the 6-week resolution cycle

Customer Success Associate

Fieldstack Technologies Pvt. Ltd., Mumbai   ·   Feb 2022 – Dec 2023

—  Managed onboarding and success for 12 mid-market accounts in the first role in SaaS

—  Wrote the customer onboarding checklist and documentation set that became the team's standard — reduced customer queries during onboarding by 35%

—  Ran monthly check-in calls for all accounts, tracked product adoption via Mixpanel, and flagged at-risk accounts 30–45 days before renewal

—  Covered for a departing CSM's book of 8 additional accounts for 3 months without additional headcount — no churn during that period

Customer Relations & Documentation Executive

Coastline Freight Forwarders Pvt. Ltd., Mumbai   ·   Aug 2019 – Jan 2022

—  Primary client-facing contact for 12 key accounts — importers and exporters across pharma, textiles, and engineering goods — managing queries, documentation requests, and shipment updates across 15–20 active shipments daily

—  Prepared and reviewed export documentation including Commercial Invoices, Packing Lists, Certificates of Origin, and Bank Negotiation Sets for letter of credit shipments

—  When a customs hold arose from a documentation error at 7pm before a critical shipment window, coordinated directly with the CHA and customs officer through the night to resolve before the client became aware — shipment departed on schedule

—  Handled documentation for time-sensitive pharmaceutical exports requiring WHO-GMP certificates and cold-chain coordination with the airline; zero delays on temperature-sensitive cargo across 8 months handling this account

Customer Relations Trainee

Coastline Freight Forwarders Pvt. Ltd., Mumbai   ·   Aug 2019 – Jan 2020

—  Initial 6-month period as a trainee learning documentation procedures, client communication protocols, and shipment tracking systems under a senior executive

  Education

B.Sc. Psychology   ·   HR College of Commerce & Economics, University of Mumbai   ·   2016–2019   ·   First Class

  Certifications & Tools

Gainsight Certified Administrator (2023)  ·  HubSpot CRM Certification (2022)  ·  Customer Success Fundamentals – SuccessHACKER (2022)  ·  Salesforce  ·  Intercom  ·  Mixpanel  ·  Notion  ·  Zendesk  ·  MS Excel (advanced)