Pranav Kafle –
Cultivating Customer Success, one relationship at a time.
I am a Customer Success leader.
I specialize in developing and implementing strategic playbooks, driving key metrics, and crafting insightful reports and analytics to scale and elevate customer success.
My technical acumen ensures a profound understanding of our products, enabling effective, data-driven strategies that propel customer satisfaction and business growth. I am dedicated to leading with innovation and insight, continually pushing the boundaries of customer success.
MY STRENGTHS
Strategic Vision
I craft long-term strategies with a clear vision, aligning customer success with broader business goals. My approach ensures sustainable growth and a solid, future-ready customer base.
Analytical Mindset
Data is at the core of my decision-making. I use analytics to understand trends and behaviors, refining our approach to continuously enhance the customer experience.
Leadership and Team Building
I lead by empowering. My focus is on building cohesive, innovative teams that are as passionate about our customers' success as I am. I also foster an environment of trust where people can feel safe to be vulnerable and lean on each other.
Problem-Solving
I excel in pinpointing challenges and crafting tailored solutions that boost both customer satisfaction and retention. My problem-solving skills ensure that every customer interaction is an opportunity for improvement and success.
Technical Expertise
My deep knowledge of our products and services enables me to offer insightful guidance and support. This technical expertise is vital in addressing customer needs effectively and fostering trust with both customers and team members.
Empathy and Communication
My strength lies in empathy and effective communication, allowing me to truly understand and connect with customer perspectives. This skill ensures meaningful interactions and fosters strong relationships with customers and team members alike.
MY EXPERIENCE
Customer Success Team Lead
@Customer.io
May 2022 - Present
Developed onboarding/adoption/escalation playbooks and streamlined processes that enhanced the scalability of CS, reducing cost by 75%.
Identified and addressed product knowledge gaps in the team, creating 3 targeted training initiatives to boost CS value proposition.
Expertly managed complex escalations and mentored CSMs in resolving advanced cases, propelling their careers into senior roles.
Customer Success Manager @Customer.io
Jan 2021 - May 2022
Managed and nurtured over 100 key accounts, consistently exceeding the 110% NRR target.
Solved advanced and highly technical use cases and effectively positioned the product as a crucial tech in customers' stack.
Provided vital customer insights to the product team, significantly influencing the product roadmap and promoting PLG.
Co-founder @Safa Luga Pvt. Ltd.
April 2018 - September 2020
Successfully pitched our startup, securing $150k in investments through compelling presentations and strategic negotiations.
Exited after setting a robust framework for marketing, sales, and customer success for long-term business growth.
EDUCATION
Tribhuvan University
2014-2017
Bachelor of Business Administration, Marketing
Symbiosis University
2021-2023
MBA - Executive, Marketing
TESTIMONIALS
Elena Teplushkina
Senior Customer Success Manager
Pranav is fantastic to work with! As a leader, he helped me grow tremendously by generously sharing knowledge, trusting my ability to handle challenging tasks, and providing support when needed.
He has excellent communication skills and the ability to explain complex concepts in an easy way. He’s curious and never stops learning to provide customers, peers, and his direct reports with the best support. He’s a role model in building strong client and team relationships.
His empathy and genuine care make working with him such a great experience!