3+ years owning B2B SaaS & ERP accounts from onboarding to renewal. 30+ accounts. 95% retention. 90%+ adoption.
HubSpot & JIRA daily. The platform changes, the playbook doesn't: Odoo-proven, SAP-certified, ready for NetSuite, Dynamics & Oracle.
I'm Ayaan, a Customer Success Manager based in Mumbai with 3+ years owning B2B SaaS and ERP accounts end to end. I own the full customer lifecycle: onboarding, requirements gathering, configuration and go-live support, account health tracking, renewal, and expansion, partnering closely with Product, Sales, IT, and Operations along the way.
My proving ground is Odoo at TranZact, where I've taken 30+ manufacturing and trading SMEs from kickoff to go-live across Sales, Purchase, Inventory, MRP, and Accounting modules. But I'm not tied to one platform: discovery, BRD, gap analysis, configuration, UAT, go-live: the lifecycle I run is the same whether the system is Odoo, SAP, NetSuite, Dynamics, or Oracle. I'm SAP S/4HANA FICO certified and I ramp on new products fast. Tools I work in daily: HubSpot, JIRA, Notion, Power BI, Looker Studio, Excel (Advanced), and Odoo ERP. Before this, I managed global UK and UAE insurance brokerage accounts at Gallagher and ran financial operations at a Chartered Accountancy firm.
What I care about: adoption, not deployment. Anyone can configure software. The real work is making sure the warehouse manager opens it on Monday morning.
Diagnosed root causes on stalled implementations, ran rapid stakeholder re-alignment, and built customised recovery roadmaps with milestone-based delivery plans.
→ 40% faster go-live recoveryDesigned structured onboarding programmes, hands-on user training, and proactive feature-utilisation monitoring across manufacturing & trading clients.
→ >90% module adoption rateCoordinated Odoo API integrations and SIT with third-party logistics, e-commerce, and accounting platforms, turning daily spreadsheet pain into clean data flows.
→ Zero manual reconciliationDesigned and implemented a cross-team query tracking system to replace scattered email threads, with full visibility on resolution status and ownership.
→ 30% faster resolution · Kaizen awardBuilt an account-health categorisation system to catch at-risk Odoo implementations before they stalled. Reviewed 100+ flagged deals, tracked corrective actions across CSMs and consultants, and drove the accountability that turned red accounts green.
Partnered with the co-founder and design team to document every TranZact module into one knowledge base. It now trains the chat-support AI to answer faster and doubles as a client-facing overview of what the product can do.
Folio Studio is where I put applied AI to work. Using modern LLM tooling and a reusable, prompt-driven workflow, I design, build, and ship fast, SEO-ready sites end to end, from first prompt to live deployment on Netlify.
Run as a side venture, it is why I speak the language of product and engineering teams. I am not just configuring software, I am building with it, and that fluency feeds directly back into my implementation and customer-facing work.
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