# Bulbul K. > Senior Customer Success Leader · SaaS & Enterprise Accounts · Gainsight · Salesforce · HubSpot · Design Thinking · Architect-Turned-Strategist · Open to Sr. CSM & Program Manager Roles Location: San Francisco Bay Area, United States Profile: https://flows.cv/bulbul I build customer relationships that scale — and the numbers show it. Over 10 years across Kohler, RH, HomeLane, and Livspace, I've led teams of 35+ CSMs, driven 20% retention improvements, resolved 100+ weekly escalations, and delivered 95%+ CSAT scores at enterprise level. I bring a rare combination: an Architecture degree (design thinking at its core) + deep SaaS CS operations + hands-on founding experience. At HomeLane, I built and led a customer success organization from the ground up — hiring, training, and scaling a 35-person team while owning P&L accountability, customer health monitoring, and cross-functional delivery. At Kohler, I managed 5,000+ B2B and B2C relationships across a premium experience center, reducing conversion time by 30% through process optimization. At RH (Restoration Hardware), I delivered luxury-tier client engagement with consistently top satisfaction scores — managing complex, multi-stakeholder projects end-to-end in one of the most demanding retail environments in the US. Most recently, I founded Bloome Studio — an e-commerce brand I built from zero in Sunnyvale, CA. I developed the product strategy, launched an Instagram Shop, built B2B relationships with local businesses, and created all digital marketing from scratch. It's taught me what it truly means to own the full customer lifecycle — and I bring that founder's lens to every enterprise account I manage. I work in Gainsight, Salesforce, and HubSpot daily. I speak the language of churn, NPS, ARR, and adoption — and I know how to translate customer signals into product and business decisions. If you're building a world-class CS organization — or need someone who brings strategy, empathy, and execution in equal measure — I'd love to connect. 📍 Sunnyvale, CA · Open to Sr. CSM, Strategic Program Manager, and Director of CS roles 📧 bulbul.kachroo@gmail.com ## Work Experience ### Customer Success Manager @ RH Jan 2024 – Jan 2025 | Palo Alto, CA 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 Jan 2020 – Jan 2023 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 ### Senior design customer success Manager @ Kohler Co. Jan 2017 – Jan 2020 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 ### Senior Customer Success Project Specialist @ Livspace Jan 2016 – Jan 2017 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. ### Senior Design Specialist @ Magppie Jan 2014 – Jan 2017 - 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. ### Management Intern @ Kothari & Associates Jan 2012 – Jan 2012 | New Delhi Area, India Assist PM with monitoring quality assurance and change control processes. Proactively communicate with sponsors, team, and all other relevant stakeholders for each assigned project as directed by the PM. Support to ensure compliance with all contractual commitments defined in contracts with vendors. ## Education ### Initiating and planning projects in Project Management University of California, Irvine Division of Continuing Education ### Bachelor of Architecture (B.Arch.) in Chitkara School of Planning & Architecture (CSPA) Punjab Technical University ### Adobe Certified Professional – Creative Cloud in Adobe Certified Professional – Creative Cloud Adobe Digital Learning ## Contact & Social - LinkedIn: https://linkedin.com/in/bulbul-kachroo --- Source: https://flows.cv/bulbul JSON Resume: https://flows.cv/bulbul/resume.json Last updated: 2026-04-13