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Ananya Deshpande

Customer Success Associate (Entry-Level)

Indore, India • +91 97520 38814 • ananya.deshpande.cs@gmail.com • linkedin.com/in/ananya-deshpande-cx

Portfolio: www.eliorexa.com/portfolio/customer-success-manager-fresher

Professional Summary

Recent commerce graduate with a SaaS support internship and a genuine instinct for customer empathy. Comfortable owning the early customer journey — onboarding, ticket triage, and timely escalations — while keeping a tidy CRM and a calm, clear tone under pressure. Tracks NPS and CSAT closely and turns confused first-time users into confident, retained customers, demonstrated across an internship and a self-built onboarding project.

Skills

Customer success: Customer onboarding, Ticket triage, Escalation handling, CSAT / NPS surveys, Empathy & active listening

CRM & support tools: HubSpot CRM, Zendesk, Intercom, Freshdesk (basics), Google Workspace

Communication: Email & chat support, Onboarding walkthroughs, Knowledge-base writing, De-escalation, Follow-up cadences

Process: SaaS product knowledge, SLA awareness, Pipeline hygiene, Reporting, Help-doc maintenance

Core Competencies

customer onboarding · retention · CRM · SaaS · churn reduction · NPS · CSAT · escalations · ticket triage · Customer Success Associate

Work Experience

Customer Support Intern — Quillstack (early-stage SaaS)

Jan 2026 – May 2026

Remote

  • Resolved 480+ support tickets across email and chat with a 4.7/5 CSAT, holding first-response time under 2 hours against a 4-hour SLA.
  • Onboarded 60+ trial customers through guided walkthroughs, lifting trial-to-activation by 18% over the prior cohort.
  • Escalated 30+ recurring product issues to engineering with clear repro steps, cutting average resolution time on those tickets by 22%.
  • Authored 14 help-center articles in the knowledge base, deflecting an estimated 9% of repeat tickets each month.

Projects

Onboard90 — a 90-day onboarding playbook — 5-stage 90-day journey

Self-built customer onboarding journey for a fictional B2B SaaS, mapping the first 90 days to reduce early churn.

  • Designed a 5-stage onboarding flow with welcome emails, milestone check-ins and an NPS pulse, modeled in a free HubSpot CRM.
  • Mapped likely drop-off points and proposed in-app nudges that, in user interviews, addressed the top 3 cited reasons for early churn.

Tech: Customer onboarding, HubSpot, Retention

VoiceLoop — CX feedback dashboard — weekly health flags

A lightweight CSAT/NPS tracking sheet that turns survey responses into weekly customer-health signals.

  • Built an automated Google Sheet that scores survey responses and flags accounts trending toward detractor status.
  • Surfaced that slow first-response time correlated with 60% of low CSAT ratings, informing a triage priority change.

Tech: NPS, CSAT, Reporting

Education

B.Com (Honours) — Business Administration

2026

Devi Ahilya Vishwavidyalaya, Indore

First Class · Coursework: Consumer Behaviour, Services Marketing, Business Communication

Certifications

  • HubSpot Customer Service Software Certification — HubSpot Academy (2026)
  • Customer Success Foundations — LinkedIn Learning (2025)