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Section 1: Introduction
👋 Hi, I’m Vivek — a future-ready Customer Success Manager with a background in real estate, telecom infrastructure (contracted on the NBN rollout), and digital creator tools.
This page features real-life examples of how I’ve applied core CS skills in high-stakes environments. Each one connects to industry-standard CSM practices in onboarding, retention, stakeholder management, and account growth.
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SECTION 2: Summary of Core Skills
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🔹 SECTION 3: Case Study 1 – NBN Rollout (Contractor)
📂 Scenario:
While contracted on the VIC NBN rollout, I was responsible for coordinating trenching site approvals between stakeholders — including councils, VicRoads, and planning bodies.
🔍 Problem:
One council delayed approval due to heritage site conflicts, risking a 3-week project slip.
🎯 Actions:
📈 Outcome:
💡 Skills Demonstrated:
✅ Consultative strategy
✅ Risk mitigation
✅ Stakeholder alignment
✅ Expansion opportunity unlocked
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🔹 SECTION 4: Case Study 2 – Real Estate Buyer Success
📂 Scenario:
A first-time investor approached me uncertain about location, yield, and the overall purchase process.
🔍 Problem:
They had no clear investment strategy and were overwhelmed with options.
🎯 Actions:
📈 Outcome:
💡 Skills Demonstrated:
✅ Onboarding & planning
✅ Consultative selling
✅ Retention & advocacy
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🔹 SECTION 5: Supporting Materials
📄 Resume (Updated with CS Certification) 🧠 CSM Certification Tracker – Notion 📘 CSM Course Reflections (Modules 1–12)
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🔹 SECTION 6: How I Think About CS
Customer Success is not just a department — it’s a mindset.
It’s anticipating needs, solving blockers early, and unlocking ongoing value.
I’ve done that in telecom infrastructure.
I’ve done that in property transactions.
I’m ready to bring that mindset into SaaS.
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1. What’s the difference between onboarding and activation?
Onboarding is the structured process of guiding a customer through setup, training, and understanding how to use the product. Activation is the moment when the customer actually begins using the product meaningfully — ideally achieving their first real result or value.
2. How do you define a healthy customer?
A healthy customer is someone who consistently uses the product, understands its value, provides feedback, and engages when needed. They may also show intent to expand, refer others, or advocate publicly — all signs of product satisfaction and trust.
3. How would you re-engage a disengaged user who hasn’t logged in in 14 days?
I’d reach out personally to check if they need help. I’d offer a walkthrough or suggest a quick call to understand where they’re stuck. Sometimes a simple nudge or showing them one clear next step helps reactivate usage — especially if it leads to a quick win.
4. What metrics would you track to prevent churn?
Product usage frequency, support ticket trends, onboarding completion, NPS/CSAT scores, and engagement signals. Drops in any of these can flag early churn risk.
5. Give an example of a successful customer check-in you’ve run (from real life):
A property investor wasn’t ready to buy yet, but I kept the relationship alive by sharing market updates, new listings, and helpful content every month. Six months later, they came back to buy — because I never let the relationship go cold.
6. How would you handle a renewal objection about pricing?
I’d explore the objection with curiosity — is it about budget, perceived value, or timing? I’d highlight the ROI they’ve already gained, compare with alternatives if needed, and offer options like phased pricing or smaller bundles to meet their needs.
7. Describe a time you had to align multiple stakeholders toward a shared goal: