V—A
Location: Noida, IN
Status: Available

Vishal
Anand

Building systems that keep customers and grow revenue.

Role Customer Success Lead Focus AI & Automation ARR Protected ₹30M+

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Vishal Anand Portfolio Hero
₹30M+ ARR Owned // ₹6.5M+ Expansion Revenue // 156% Peak Target Achievement // Churn Cut 30% → 18% // 91.51% Avg vs Target · 16 Months // 95% CSAT · +30 NPS // 900+ Accounts Onboarded · ~5% Rework // ₹30M+ ARR Owned // ₹6.5M+ Expansion Revenue // 156% Peak Target Achievement // Churn Cut 30% → 18% // 91.51% Avg vs Target · 16 Months // 95% CSAT · +30 NPS // 900+ Accounts Onboarded · ~5% Rework //
Vishal Anand Corporate Portrait
00 / Profile

Enterprise CS Lead & Revenue Builder

7+ years in B2B SaaS Customer Success — currently owning ₹30M+ ARR end-to-end as CS Technical Lead at MyOperator. I author integration playbooks, lead AI-orchestrated onboarding workflows (LLM-agnostic: Claude, GPT, Gemini via n8n), and run C-suite QBR / EBR / MBR cadences that turn at-risk renewals into multi-year commitments.

"Automating the routine, personalizing the critical."

01 / Experience

MyOperator (VoiceTree Technologies)

Customer Success Technical Lead (Enterprise CSM / TAM)

Dec 2025 - Present

Lead end-to-end onboarding and integration architecture for 900+ accounts at ~5% rework rate across a 3-person Onboarding Specialist team. Act as translation layer between Engineering and C-suite.

Dec 2025 - Present
900+ Onboarded Accounts
~5% Rework Rate
3 Specialists Managed

Key Focus & Responsibilities

  • Lead activation, integration architecture, and adoption through go-live across onboarding specialist team.
  • Authored company-wide Integration Playbook governing API auth, webhook routing, error handling, and escalation.
  • Re-architected onboarding as an AI-orchestrated workflow (Claude, GPT, Gemini + n8n + WhatsApp API) saving 6+ hrs/CSM/wk.

Technologies & Integrations

WhatsApp Business API REST API Integrations n8n / Zapier / Make.com Postman Webhook Architecture LLMs (Claude, GPT, Gemini)
MyOperator

Team Lead, Customer Success | Revenue & Retention

Nov 2024 - Dec 2025

Managed renewals, expansion, and retention across ₹30M+ ARR SMB and mid-market portfolio. Sustained 91.51% average vs target across 16 months, top-ranked among 6 Team Leads.

Nov 2024 - Dec 2025
91.51% Avg vs Target
₹6.5M+ Expansion Revenue
12% Churn Rate Cut (30% to 18%)

Key Focus & Responsibilities

  • Generated ₹6.5M+ expansion revenue in 12 months (peak month 156% of target) via a systematic upsell engine.
  • Cut churn 30% → 18% (~₹3.6M ARR protected) by re-engineering health scoring on integration depth and early warning dashboards.
  • Owned C-suite QBR/EBR/MBR and escalation governance, converting at-risk renewals into multi-year commitments.
  • Lifted team QA 65% → 92% through structured coaching reviews and n8n internal automation dashboards.

Technologies & Integrations

Zoho CRM & Analytics Slack API Notifications SaaS Metrics Churn Taxonomy QBR Frameworks QA Coaching Reviews
MyOperator

Key Account Manager

Jun 2023 - Nov 2024

Managed full post-sale lifecycle across SMB and mid-market accounts. Pioneered integration depth as primary churn-risk and upsell signal. Promoted to Lead in 18 months.

Jun 2023 - Nov 2024
18m Time to Promotion (TL)
SMB+MM Portfolio Segments
1st Methodology Formalized Co-wide

Key Focus & Responsibilities

  • Owned full post-sale lifecycle, pioneering usage and integration metrics as health indicators.
  • Guided technical API setup and third-party CRM configurations (Zoho, Salesforce, HubSpot) for enterprise customers.

Technologies & Integrations

API Adoption Tracking CRM Integrations SaaS Client Upsell Account Lifecycle Technical Enablement
91springboard

Community Manager (CS-Equivalent)

Jul 2019 - May 2023

Owned member lifecycle for a 500+ member portfolio pre-SaaS at India's largest coworking network, driving 30% renewal lift and 90% occupancy.

Jul 2019 - May 2023
30% Renewal Uplift
90% Sustained Occupancy
500+ Member Portfolio

Key Focus & Responsibilities

  • Managed hub operations, financial billing reconciliation, and QBR-equivalent founder reviews.
  • Established the systems-first customer success philosophy that served as a foundation for SaaS work.

Technologies & Integrations

Portfolio Retention CRM Hygiene Stakeholder Management Billing Reconciliation

02 / Projects & Case Studies

AI Tool Directory (Creator)

Daily Trigger AI

103+ Curated Tools 40+ Categories Sleek React SPA
Visit Site →

Context & Problem

The explosion of AI tools makes it impossible for developers and SaaS operators to discover high-quality, vetted tools that solve real operational bottlenecks without wasting hours of research.

Strategy & Execution

Designed and engineered a minimalist, lightning-fast directory application in React 18 and Vite. Vetted, curated, and categorized 103+ tools across 40 distinct categories, featuring dynamic search, filtering, and responsive performance.

Impact & Value

Created a single source of truth for daily/weekly AI tool curation. Enabled users to discover target tools in under 5 seconds, resulting in high retention and live production utility deployed at dailytriggerai.space.

Daily Trigger AI aggregated directory dashboard
SaaS Platform (Creator)

Renewloop: Automated Follow-Up Platform

Testing Phase Multi-channel IVR & WA 60s Scheduler Loop 100% Automated Cadences
LinkedIn Post →

Context & Problem

Manual follow-ups for renewals, collections, and appointments are labor-intensive, error-prone, and lead to massive revenue leakage. Teams struggle to coordinate across calls and text channels to resolve time-sensitive customer actions.

Strategy & Execution

Engineered an automated SaaS platform in React and Node.js/Express. Designed a day-offset scheduler (Day -7, Day 0, Day +3) executing every 60 seconds. Integrated MyOperator's voice stack for Objections Handling Voice AI and WhatsApp Business API for interactive conversational chat follow-ups.

Impact & Value

Currently in its testing phase, the system runs perfectly on localhost and is being pilot-tested in live production with MyOperator's voice + chat stack. This eliminates manual dialing, standardizes contact-level tracking, and validates the core SaaS workflow.

Renewloop Dashboard View
AI Automation & Scale

AI-Powered Onboarding System for SMB

60% Setup reduction 8.9 NPS Score 200+ clients/mo

Context & Problem

SMB clients took 14 days to configure call telephony flows, causing 30-35% early-stage churn. Repeated basic technical questions consumed customer success resources, preventing proactive engagement and renewal optimization.

Strategy & Execution

Designed a self-guided in-app and WhatsApp API onboarding coach. Connected setup modules directly to core cloud telephony APIs to automate workspace configuration. Drafted responsive triggers for drop-off steps (IVR upload, call routing checks).

Impact & Value

Cut time-to-value from 14 days to 5.6 days. Lifted onboarding NPS from 6.2 to 8.9. Allowed MyOperator to scale to 200+ client workspaces monthly with no additional support or customer success hires.

telephony-builder / canvas
📞 Incoming Call
🔀 IVR Menu
👤 Support Queue
🤖 Voice AI Agent
💡 Setup Coach: Dynamic IVR builder cut onboarding time by 60%!
Predictive Analytics & Churn

Predictive Customer Health Scoring

12% Churn Reduction ₹30M ARR Protected 500+ Accounts Scored

Context & Problem

CSMs managed accounts reactively, responding to cancellations rather than predictive risks. No centralized data unified telemetry (license usage, support ticket backlog, billing) into a single score.

Strategy & Execution

Engineered an automated customer health model in Zoho CRM and Zoho Analytics. Weighted product adoption, support tickets, and renewal dates into color-coded bands. Configured Slack alerts to notify CSMs 30 days prior to potential escalations.

Impact & Value

Secured over ₹30M in ARR by early interventions. Reduced portfolio churn rate by 12% inside the first two quarters. Standardized portfolio health reports for leadership reviews.

analytics-engine / cs-health
84%
CS Health Score
Acme Corp 88%
Wayne Ent. 45%
Slack / healthbot-alert
⚠️ Alert: Wayne Enterprises health score fell to 45% (Churn Risk). Assigning proactive escalation playbook to CSM.
CRM Integrations & Workflows

WhatsApp Business API Automation

40% support efficiency ₹6.5M+ upgrades 10k+ Chats / month

Context & Problem

Inbound customer queries were manually assigned, causing delays and scaling bottlenecks. The customer support division faced hiring five additional agents to maintain response times during query surges.

Strategy & Execution

Spearheaded the integration of WhatsApp Business API with internal CRM databases. Built conversational qualification bots to answer FAQs, routing high-value billing and complex telephony issues directly to agents.

Impact & Value

Automated 10,000+ chats monthly, lifting agent efficiency by 40%. Captured ₹6.5M in expansion upgrades through interactive renewal checkout cards sent directly inside WhatsApp chats.

whatsapp-sandbox / chatbot

03 / Skills & Stack

Technical Focus

  • LLM-Agnostic AI Ops (Claude, GPT, Gemini)Expert
  • Churn Taxonomy & Health ScoringExpert
  • C-suite QBR / EBR / MBR CadenceExpert
  • GRR / NRR & Expansion ForecastingAdvanced
  • REST API Integration GovernanceAdvanced
  • Escalation Management & RCA / CAPAdvanced

Systems & Software

  • Zoho CRM & Zoho DeskExpert
  • n8n / Zapier / Make.com OrchestrationAdvanced
  • WhatsApp Business APIAdvanced
  • Postman & Webhook ArchitectureAdvanced
  • CPaaS / VoiceTech PlatformsProficient
  • Generative AI (Databricks Certified)Proficient

04 / Testimonials

1 / 9

"I had the pleasure of working under Vishal's leadership, and it was truly an enriching experience. As a team leader, he always maintained a perfect balance of professionalism, approachability, and encouragement. Vishal has an exceptional ability to guide his team with clarity, motivate everyone to perform their best, and handle challenges with a calm and solution-oriented mindset."

Aarzoo Pilania Specialist | Customer Success (Reported to Vishal)

"Vishal is a tremendous individual when it comes to client management and escalation handling specifically. The calmness and accuracy he brings to work is impeccable. Handling objections, driving revenue, managing team to what not– he aces everything, Literally! You will always be soaring high, Vishal:)"

Aarzoo Choudhary SaaS || B2B || CRM-Real Estate (Worked on different teams)

"I had the privilege of working under the leadership of Vishal during my tenure at MyOperator. Vishal demonstrated remarkable professionalism in managing client relationships, resolving complex issues, and guiding the team with clarity and precision. Their mentorship played a significant role in enhancing my professional capabilities and confidence."

Vartika Ahuja Assistant Manager – InfoEdge India Limited (Worked on same team)

"I had the pleasure of teaching Vishal at the International Institute of Hotel Management (IIHM). Throughout the course he consistently demonstrated curiosity, discipline, and a strong commitment to learning. Vishal stood out for his ability to combine theory with practical insight, particularly during class projects and presentations."

Dr. Mansi Bhartia Clinical Dietitian & Nutrition Professor (Vishal's Mentor)

"Vishal possesses a rare calm under pressure, able to navigate complex challenges with a sense of ease and an unshakeable composure. His dedication to learning is impeccable; he's constantly seeking out new knowledge and skills. His blend of intelligence, resilience, and collaborative spirit makes Vishal an exceptional professional and a true all-rounder."

Urvashi Vasthava Manager- Business and Growth | Sales and Marketing (Managed Vishal)

"As a seasoned Sales & Community Manager, Vishal possesses a unique ability to drive substantial revenue growth through his profound expertise in client relations, engagement strategies, and seamless operational execution. His proactive approach and strategic insights were instrumental in navigating complex client landscapes."

Ashish Jajli AVP & HOD – Strategic Alliances & Partnerships (Senior to Vishal)

"He is one source of positivity, professionalism, hard work and diligence. He is a perfect combination of professionalism and warmth. His promptness and presence of mind has always managed to solve complex problems very swiftly. He certainly has a long way to go."

Somya Singh Founder – Avant Garde Corporate Communications (Collaborator)

"Vishal is an excellent teammate. He is committed to his work, is very punctual and goal oriented. He has multiple skills and doesn't shy away from helping people with tasks. He was able to come up with many unique ideas to help us reach our goals. I would definitely recommend him."

Ananya Katyal Disability Social Worker (Worked on the same team)

"His ever helping and motivating attitude gets the whole team going. He believes in working as a team and cares about the team more than anything else, which is a commendable quality. Apart from work, he is a respectful and an exceedingly helpful person. I wish him all the best for his future endeavors."

Gurbani Sandhu Co-Founder at Studio Keep (Worked on the same team)

05 / Background

BA (Hons) International Hotel Management University of West London · 2018–2019
Hotel Management & Hospitality IIHM · 2016–2019
B.Sc Catering Science Bharathiar University · 2016–2019
Enterprise Design Thinking Practitioner IBM · Credential
WhatsApp Marketing Meta · Credential
Grow Your Business Meta · Credential
Entrepreneurship: From Business Idea to Action FutureLearn · Credential
Communicating with Emotional Intelligence LinkedIn · Credential
Using Customer Surveys to Improve Service LinkedIn · Credential
Rural Representative Robin Hood Army · 2024–2025
City Representative (Noida) Robin Hood Army · 2022–2023
Community Volunteer Small World · 2024
HBR Ascend Select Member Harvard Business Review · 2020–2023
Public Relations & Marketing Drishti Foundation Trust · 2020
Community Volunteer UN Volunteers · 2018–2021
Industrial Trainee ITC Hotels · Nov 2017–Apr 2018
Campus Manager Quiklo · Apr–Jun 2017
Industrial Trainee Shangri-La Hotels · Dec 2016–Jan 2017

06 / Contact

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Vishal Anand

Enterprise Customer Success & Technical Account Lead

// Noida / Bangalore, India

Summary

7+ years in B2B SaaS Customer Success — currently lead a 3-person Onboarding Specialist team and own ₹30M+ ARR end-to-end across SMB and mid-market, with C-suite QBR cadences and full escalation/RCA governance. Top-ranked Team Lead (91.51% avg vs target across 16 months) with ₹6.5M+ expansion revenue in 12 months and churn cut 30% → 18% (~₹3.6M ARR protected annually). Authored company-wide Integration Playbook for 900+ API onboardings.

Work Experience

Customer Success Technical Lead (Enterprise CSM / TAM) MyOperator // Dec 2025 - Present

Lead onboarding, activation, and REST API integration architecture for 900+ accounts at ~5% rework rate across a 3-person team. Authored the company-wide Integration Playbook governing webhook routing and error handling.

Team Lead, Customer Success | Revenue & Retention MyOperator // Nov 2024 - Dec 2025

Managed renewals, expansion, and retention across ₹30M+ ARR SMB and mid-market portfolio. Generated ₹6.5M+ expansion revenue, sustained 91.51% average vs target, and cut churn 30% → 18%.

Key Account Manager MyOperator // Jun 2023 - Nov 2024

Owned post-sale lifecycle, pioneered integration depth as primary health signal, and guided API setups/CRM configurations. Promoted to Technical Lead within 18 months.

Community Manager (CS-Equivalent) 91springboard // Jul 2019 - May 2023

Owned member lifecycle pre-SaaS for a 500+ member portfolio, driving 30% renewal lift and 90% sustained occupancy via founder reviews, CRM hygiene, and billing reconciliation.

Key Projects

Daily Trigger AI (dailytriggerai.space)

Built a minimalist React & Vite directory vetting and categorizing 103+ tools across 40 categories, allowing quick discovery.

Renewloop (Auto-SaaS Platform)

Engineered day-offset schedulers with Voice IVR and WhatsApp Business API conversational chat follow-ups.

Education

BA (Hons) International Hotel Management University of West London, UK // 2019
BSc Catering Science & Hotel Management Bharathiar University // 2019

Certifications

Generative AI Fundamentals (Databricks) · Prompt Engineering (Cognitive Class) · WhatsApp Business API (Meta) · Digital Marketing (Meta)