Gallery Designer & Client Success Consultant · RH (Restoration Hardware) · Palo Alto, CA · Jan 2024 – Dec 2024

• Managed end-to-end luxury client engagements across RH's full product portfolio, consistently achieving 95%+ client satisfaction scores in one of North America's highest-tier retail environments

• Owned complete client lifecycle from initial discovery through final delivery — including needs assessment, space planning, product curation, order management, and post-installation follow-up

• Partnered with cross-functional teams (logistics, trade, operations) to ensure 100% on-time project execution for high-value residential accounts

• Built and maintained a book of repeat clients through proactive relationship management, resulting in consistent upsell and referral revenue

• Applied architectural training to translate complex spatial requirements into tailored design solutions — a skill set directly transferable to enterprise customer journey design

Design Customer Success Manager & Head — Design Community · HomeLane · Remote · Jan 2020 – Jan 2023

• Led and scaled a team of 35+ Customer Success Managers, achieving 20% improvement in customer retention rates through structured onboarding, health scoring, and proactive lifecycle management

• Resolved 100+ complex customer escalations per week with a 95%+ resolution rate — building repeatable playbooks that reduced average resolution time by 40%

• Designed and executed customer success strategies across the full post-sales lifecycle: onboarding → adoption → expansion → renewal

• Monitored customer health metrics and risk signals, reducing churn in at-risk accounts by intervening early with tailored success plans

• Collaborated with Product, Sales, and Ops teams to surface customer feedback loops that directly influenced HomeLane's product roadmap

• Founded and led HomeLane's Design Community — a 500+ member program that improved brand advocacy and increased NPS by 15 points

• Tools: Salesforce · HubSpot · Gainsight · Slack · G-Suite

Spearheaded a team of five customer success and business development consultants at Kohler Experience Center Delhi to generate and convert potential business leads

• Provided expert customer success consultation for premium, popular, and luxury bathroom fixtures while fostering business relationships with 5000+ prospective B2B and B2C customers

• Managed all aspects of customer success development and handled project execution independently from inception through completion (which included customer success conceptualization, space planning, material selection, product specifications, and client presentations)

• Optimized and debottlenecked internal sales processes to reduce customer conversion time by up to 30%

• Provided expert advice to the branding and sales team while launching online events, campaigns, and ads for the promotion of new product lines

• Ensured 95% on-time project delivery by setting up guidelines for project coordination and accurate forecasting of project schedules while managing both internal and external parties during site implementation

Responsible for driving complete customer success and sales for the Kitchen & Wardrobe department of Livspace.com, a design eCommerce portal.

• Maintained high customer satisfaction scores and developed customer success strategies that resulted in a 10% increase in customer retention rates.

• Managed 40+ compelling high-end kitchen interior accounts for residential projects. Completed all projects according to specified time and budget.

• Managed relationships with these 40 key accounts to ensure customer success through effective onboarding, retention, and upselling strategies, leading to 90%+ retention rates.

• Drove execution of 150+ pre-sales and post-sales design sales pitches, which included driving design research and production of rough sketches, mood boards (collection of suitable images, color, and material) & preliminary designs, while creating the final customer sales decks and pitching it.