Summary
Overview
Work History
Education
Skills
ADDITIONAL
Timeline
Generic
SHIVANI KHERA

SHIVANI KHERA

Customer Success Leader
Singapore

Summary

Customer Success Leader with 8+ years of experience fostering trust, driving adoption, and championing customer outcomes across APAC and the US. Deeply committed to understanding customer needs, advocating for their success, and creating meaningful value at every touchpoint. Proven track record of expanding enterprise accounts, scaling success programs, and influencing product strategy through customer insights. A passionate partner who listens deeply, acts with purpose, and empowers customers to thrive—because their success is the ultimate measure of ours.

Overview

13
13
years of professional experience
6
6
years of post-secondary education
1
1
Language

Work History

Founder

RaniSaa
12.2024 - Current
  • Launch and operation of RaniSaa, a women-owned jewelry brand rooted in empowerment, confidence, and modern heritage
  • Oversee end-to-end business operations, including product development, branding, sales, marketing, customer engagement, inventory management, and accounting
  • Manage e-commerce strategy and sales channels, including pop-ups and retail partnerships
  • Driving business growth by acting on data and customer feedback

Senior Customer Success Manager – APAC

UserTesting
08.2021 - 10.2023
  • Owned and grew a portfolio of high-value APAC clients, achieving 60% YoY ARR growth across 60% of accounts
  • Increased platform adoption by 447% on average through strategic onboarding, enablement, and use-case expansion
  • Secured consistent renewals via comprehensive account plans, executive alignment, and impactful QBRs
  • Partnered cross-functionally with product, marketing, and research teams to share voice-of-customer insights that informed roadmap decisions
  • Recognized for highest Net Revenue (NR) attainment company-wide in Q3 2022 (188%)

Customer Success Team Lead – APAC

Meero
11.2019 - 07.2021
  • Scaled regional customer success operations from the ground up; led a team of 3 CSMs
  • Drove 500% APAC revenue growth by expanding a key account from 1 to 12 markets, increasing ACV by 5000%
  • Helped clients reduce image processing & ordering costs by over 40% by working with the product and operations team to build and roll out API's
  • Built scalable success processes and coached junior team members to deliver consistent, high-impact outcomes

Customer Success Manager

B12
07.2016 - 09.2017
  • - Managed the end-to-end customer lifecycle, maintaining an NPS of 9.1
  • - Designed scalable delivery models integrating AI with freelance creatives
  • - Collaborated with product and engineering to prioritize customer-driven roadmap enhancements

Sales Manager (Promoted from Sales Executive)

Foodpanda – Rocket Internet
09.2012 - 08.2013
  • - Led a team of 4 to acquire 80% of targeted F&B vendors
  • - Signed and nurtured strategic partnerships with top-tier restaurant brands

Education

MBA - Marketing & Strategy

American University – Kogod School of Business
01.2013 - 01.2015

BBA - Business Administration

American University – Kogod School of Business
01.2006 - 01.2010

Skills

- CRM: Salesforce, HubSpot, Gainsight

ADDITIONAL

  • - Committed mentor and coach for rising CS professionals
  • - Currently training as a certified coach, working toward ICF Associate Certified Coach (ACC) credential

Timeline

Founder

RaniSaa
12.2024 - Current

Senior Customer Success Manager – APAC

UserTesting
08.2021 - 10.2023

Customer Success Team Lead – APAC

Meero
11.2019 - 07.2021

Customer Success Manager

B12
07.2016 - 09.2017

MBA - Marketing & Strategy

American University – Kogod School of Business
01.2013 - 01.2015

Sales Manager (Promoted from Sales Executive)

Foodpanda – Rocket Internet
09.2012 - 08.2013

BBA - Business Administration

American University – Kogod School of Business
01.2006 - 01.2010

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SHIVANI KHERACustomer Success Leader