Sumi Jaiswal
About Sumi Jaiswal
Sumi Jaiswal is a Customer Success Coach with extensive experience in the B2B SaaS sector. She has held various leadership roles in customer success at several companies, including Shipsy, Times Internet, and Whatfix, and currently leads initiatives at DotDot.
Current Role at Catalyst Software
Sumi Jaiswal currently serves as a Customer Success Coach at Catalyst Software, a position she has held since 2022. In this role, she focuses on enhancing customer experiences and ensuring successful product adoption. Her responsibilities include developing strategies for onboarding and ongoing support, which are critical for customer satisfaction and retention.
Previous Experience in Customer Success
Before her current role, Sumi Jaiswal held various significant positions in customer success across multiple organizations. She worked as the Vice President of Global Customer Success at Shipsy for seven months in 2022. Prior to that, she was the Customer Success & Product Delivery Head at Times Internet from 2017 to 2019. Additionally, she served as Principal, Customer & Partner Success at Whatfix from 2019 to 2020 and as Vice President & Head of Global Customer Success at ZingHR from 2022 to 2023.
Educational Background
Sumi Jaiswal holds a Master of Business Administration (M.B.A.) with a focus on Finance and Marketing from IBS Hyderabad, where she completed a two-year full-time program. She also earned a Bachelor of Engineering (B.E.) in Information Technology from Guru Gobind Singh Indraprastha University. Her educational background provides a solid foundation for her roles in customer success and business strategy.
Expertise in Customer Success Strategy
Sumi Jaiswal has extensive expertise in customer success strategy, particularly within the B2B SaaS sector. She has been instrumental in rewriting playbooks for various aspects of customer success, including onboarding and training. Her approach emphasizes optimal product adoption and ongoing support, which are essential for driving customer satisfaction and business success.
Initiatives and Projects
Sumi Jaiswal has initiated several projects aimed at enhancing customer success. Notably, she launched a Customer Success upskilling and coaching project for over 20 candidates as part of the DotDot initiative. This project reflects her commitment to developing talent and recognizing the human element in professional journeys, aligning with her vision for the future of customer success.