Customer Success • Account Management • Business Operations
Turning complex customer needs into clear, measurable outcomes.
I work at the intersection of customers, operations and technology — translating requirements, coordinating delivery and staying accountable for the outcome across the customer lifecycle.
9+ years experience · 6+ years client-facing · Enterprise & SMB · International clients
Selected impact
117%
Increase in quarterly problem resolutions
Evidence
Outcomes across customer, operational and commercial work.
Selected metrics and growth contributions from recent client-facing and operational roles.
117%
Increase in quarterly problem resolutions
As Problem Manager, coordinating investigation, root-cause analysis and corrective action through to closure.
90%+
Email & chat on-time response SLA
Raised on-time response to 90%+ across both channels after helping roll out a priority-incident process.
9+ years
Professional experience
Commercial, client-facing and operational ownership across multiple industries.
50% YoY
Professional-services revenue
Contributed to account growth and expansion that supported roughly 50% year-over-year growth.
9% YoY
Client licence / onboarding
Led an enterprise client’s European onboarding, contributing to about 9% year-over-year growth in their licence/onboarding revenue.
67% YoY
Custom-report revenue
Contributed to roughly 67% year-over-year growth in custom-report revenue for an enterprise account.
How I think about Customer Success
“The relationship is only one part of Customer Success. I want to understand how the customer actually operates, translate that context internally, and stay accountable until the outcome works.”
What I bring
Customer success with an operational mindset.
Narain connects customer context, business logic, product capability and execution discipline.
Customer Lifecycle
Ownership across onboarding, adoption, renewals, upsell and stakeholder management.
- Onboarding and adoption planning
- Renewal and account continuity
- Stakeholder communication and escalation
Solution Delivery
Turning business requirements into clear implementation paths with accountable follow-through.
- Requirements gathering and clarification
- Solution definition and QA
- Product and Engineering coordination
Operational Excellence
Structured process ownership across incidents, problems, SLAs and continuous improvement.
- Problem management and RCA tracking
- Incident response and escalation design
- SLA improvement and process discipline
Commercial Growth
Balancing customer outcomes with account growth, profitability and pipeline awareness.
- Account planning and expansion
- Cross-sell and upsell support
- Forecasting and commercial awareness
Selected case studies
How customer requirements become structured delivery.
Selected examples of enterprise onboarding, solution delivery, operations and customer insight work. Client names are withheld under NDA.
Enterprise Onboarding & Expansion for a Multi-Region Customer
The customer’s North America and Europe operations had to run inside a single platform organisation because the budget did not allow a separate account. North America worked primarily in imperial units while Europe worked in metric, so existing functionality, permissions and data setup had to support the European operation without defaulting to unnecessary custom development.
2025–2026
Translating Complex Enterprise Requirements into Custom Solutions
Enterprise customers communicate needs as business processes rather than technical specifications. The goal was to understand the actual problem, use existing functionality where possible and avoid unnecessary customisation or rework.
2024–2025
Building a Structured Problem Resolution Process
The objective was to move from resolving incidents individually toward addressing underlying recurring causes through a more structured problem-management process.
2025–2026
P1 Incident Management — Establishing a Structured Escalation Process
High-priority incidents needed more consistent response, escalation, ownership, communication and SLA adherence.
2025–2026
Career
Career progression built around customers, delivery and operations.
From business development and account management to Customer Success and operational ownership.
He has worked across onboarding, requirements gathering, solution design, customer feedback, renewals, upsells, problem management, process improvement, stakeholder management and cross-functional collaboration. His differentiator is the combination of customer-facing and commercial experience with a structured operational mindset.
Full experienceEnterprise & SMB exposure
Selected accounts and initiatives.
Accounts and initiatives Narain managed or supported through employers.
Industries and account types Narain has managed or supported through his employers. Specific client names are withheld under NDA.
Qualifications
Business-management foundation, CIM professional marketing study.
BSc (Hons) International Business Management
Staffordshire University, UK
Chartered Institute of Marketing
Level 4 Certificate
Completed
Level 6 Diploma
Partially completed
Exempted to Level 7
Level 7 Certificate
Completed
Looking for someone who can connect customers, operations and delivery?
I bring customer-facing ownership, commercial awareness and structured operational thinking to complex B2B environments.