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
- Analytics & Reporting: Tableau, Looker
- Collaboration: Slack, Zoom, Asana, Google Workspace
- Strengths: Strategic account planning, Stakeholder engagement, Expansion & renewal strategy, Process improvement, Customer focus, Relationship building, Client communication, Project management, Change management, Problem-solving, Account management, Customer satisfaction, Customer feedback analysis
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