Shehan Jepheth Perera

CSS #1: Designed and implemented scalable onboarding, health monitoring systems, automation frameworks, and personalised customer journeys to identify risk and prioritise interventions across a massive and surging client base. Team Scaling (1 to 10): Responsible for recruiting, training, and coaching the expanding CS team. Established a structured performance framework to scale operations autonomously through 2026. Strategic Alignment: Acts as the bridge between customer insights and business strategy. I lead regular sessions with Sales, Ops, and Marketing to translate feedback into product roadmap priorities and localisation for the Aussie market. Premium Account Leadership: Personally manage the high-value Premium tier, conducting daily touchpoints and QBRs to shrink time-to-value and maximise feature adoption. Key Results: Achieved 99% CSAT and 0% churn during the 90-day onboarding window, while consistently meeting a 90% retention target through proactive churn mitigation. Renewals, upsells, support were also regulars in the role.

Head of Customer Success (global excluding East Asia), leading customer success strategy for Speeda customers across Australia, New Zealand, Japan (overseas branches), Singapore, Malaysia, the UK, and beyond. Set up and oversee the 17+ member CS team (made up of CS Consultants, account managers, research consultants, support agents, screening specialists and expert recruiters) in charge of 200+ accounts across sectors including Finance (PE Firms, Hedge Funds, Investment Banks, Tax Firms, the Big 4 and Consulting Firms) and Enterprise customers from Manufacturing (Energy, Industrial, Agriculture, Tech), Trading, Engineering, Construction and others from both large and SME sectors. Responsible for key customer metrics: LTM Churn rate (reduced and maintained ~7%), Net Revenue Retention (NRR), Net Promoter Score (NPS), Customer Lifetime Value, Feature Adoption rate, and the Active User Ratio (AUR) (increased from 89% to 97% over 6 quarters). Overall was responsible in maintaining client satisfaction, high engagement, retention, and growth via upsells. Consulting project manager for on-demand consulting services. Here we're commissioned by clients to do industry analysis, benchmarking, and other customised reports that are on par with tier 2 management consultant offerings. Act as the voice of the customer by gathering client product feedback and relaying it to internal teams to decide development priority, which was a vital part of the platform's evolution with client needs and market trends. Initiated the launch of the Expert Research team — this was Speeda's entry into primary research, where I set up and managed the team, created SOPs, and integrated operations for clients. Leveraged advanced AI and automation to create lean and efficient operations and dashboards for tracking, ensuring real-time monitoring, precision, and seamless performance across all functions.

Same role as Head of Customer Success, with a stronger focus on individual contribution in managing a large customer portfolio for retention and upsell, and less emphasis on people management, leading to a promotion.