Sim Kaur
Walsall
Summary
With 16 years of experience in a SaaS environment, I am a results-driven professional with a strong record in customer success. I focus on building client trust, driving engagement, and improving retention through strategic planning and proactive support. Skilled in both B2B and B2C interactions, I concentrate on enhancing customer experience, resolving issues quickly, and turning feedback into actionable insights. I consistently aim to maintain high Net Promoter Scores and follow a customer centric approach.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
RapidCare4U (start up)
London, UK
05.2025 - Current
- Achieved 95% client satisfaction through proactive quarterly check-ins and support with customers
- Delivered staff training in 30 care homes, achieving over 56% coverage across all active users within 2 months
- Renewed 100% of the contracts among my 34 active users
- Demonstrated our Rapid Platform to new potential customers
- Launched new services and successfully onboarded 10 care homes
- Teamed up with local partners and colleagues to drive growth
- Consistently achieved KPIs while spotting opportunities for growth in 40+ care homes
- SaaS platform, Hybrid
Customer Support Advisor
Tech Mahindra
Cardiff, UK
09.2024 - 05.2025
- Accomplished 90% customer resolution, 94% CSAT and less than 5% DCAT score supporting the Swedish market
- Remote
Client Success Manager
Mindwave Ventures (start-up)
London, UK
03.2022 - 08.2024
- Managing the Client Success relationship with two ICBs and four hospital trusts within secondary care.
- Working in collaboration with the internal project management team and design team to deliver projects to clients on time.
- Provided a digital solution that fits the clients vision, onboarding clinicians and medical staff to the digital platform.
- Additionally, representing the client by capturing feedback and sharing insights internally.
- Managed the Client Success relationship with two ICBs and four hospital trusts in secondary care across the country.
- Onboarded four NHS trusts to our SaaS platform
- In charge to deliver all product demonstrations and conduct online/onsite trainings
- Completed six Digital Technology Assessment Criteria (DTACs), Data Protection Impact Assessment (DPIAs) and Service Level Agreement (SLAs) ahead of project launches
- Experienced in completing Customer Success Plans and conducting Quarterly Business Reviews focusing of progress, key KPIs, any pain points to ensure we are aligned with customers objective and goals
- Internal Customer Advocacy -Set up a feedback mechanism to collect feedback from clients
- Developed user guides and resource content
- SaaS platform, Remote
Customer Success Manager
iPLATO Healthcare (start-up)
London, UK
05.2018 - 03.2022
- Foster solid business relationships with 430 GP practices and CCGs through the delivery of high-quality service experience, also, upsell products and generate account renewals.
- Enable the team to deliver optimum solutions for clients by providing feedback to the product team and creating change requests.
- Form cross-functional internal collaboration and launch SaaS solutions across new areas, ensuring seamless implementation of products.
- Update CG leads on the effectiveness of the new solution and highlights practices in need of the solution to ensure greater ROI for the client.
- Provide bespoke solutions to clients by engaging product, marketing, and support teams.
- Maximized revenue generation by achieving 93% surgery sign-up within two months
- Experienced in account growth and retention
- Onboarded more than 400 GP practices onto our online “myGP” platform covering areas from Lancashire to London.
- Achieved NPS of +100 while delivering telephonic and email support to all customers
- Educated more than 50 GP practices on core products by conducting online and onsite training seminars
- Collaborated with the local service screening team, defined scope, and planned SMS service project
- Planned and delivered personalized IVR services for patients during the COPD campaign for a London CCG
- Designed, developed, and secured approval of Quarterly Review document template subsequently employed across account management
- Supported CCG’s by facilitating and delivering Quarterly Business Reviews highlighting progress and do upselling
- Familiar running reports on SalesForce and making Data Driven Decisions
- SaaS platform, Hybrid
B2B Account Manager
iPLATO Healthcare (start-up)
London, UK
01.2012 - 01.2018
Outcome Delivery Manager
iPLATO Healthcare (start-up)
London, UK
01.2011 - 01.2012
Outcome and Delivery Analyst
iPLATO Healthcare (start-up)
London, UK
01.2009 - 01.2011
Education
Master of Arts - Tourism and Business Management
College of Food, Tourism, and Creative Studies
01.2008
Further Education in Environment and Development - undefined
Sodertorns University
01.2006
Bachelor of Arts - Tourism Management
University of Greenwich
01.2005
Skills
- Communications
- Business Development
- Training
- Key Account Management
- Presentations
- Agile Project Management
- Client Relationship Management
- KPI driven
- Customer Retention
- Strategic Planning & Analysis
- Customer/Client Success/Support
- Performance Management
- Demonstrations
- Customer Onboarding
Websites
Languages
Fluent in English, Swedish, Punjabi and Urdu language
Timeline
Customer Success Manager
RapidCare4U (start up)
05.2025 - Current
Customer Support Advisor
Tech Mahindra
09.2024 - 05.2025
Client Success Manager
Mindwave Ventures (start-up)
03.2022 - 08.2024
Customer Success Manager
iPLATO Healthcare (start-up)
05.2018 - 03.2022
B2B Account Manager
iPLATO Healthcare (start-up)
01.2012 - 01.2018
Outcome Delivery Manager
iPLATO Healthcare (start-up)
01.2011 - 01.2012
Outcome and Delivery Analyst
iPLATO Healthcare (start-up)
01.2009 - 01.2011
Further Education in Environment and Development - undefined
Sodertorns University
Bachelor of Arts - Tourism Management
University of Greenwich
Master of Arts - Tourism and Business Management
College of Food, Tourism, and Creative Studies
Personal Details
I consider my interests to reflect my diverse nature. I live a healthy lifestyle, love going to the gym, doing outdoor activities, a lot of walking, reading, dancing and consider myself a culinary enthusiast. I also enjoy spending time with my young family. These interests allow my personal time to be fun, rewarding and fulfilling. I have a valid UK driving license. I don’t require sponsorship to work in the UK.
Training
- Agile Project Management Foundation Examinations (2020)
- Influencing & Negotiations (2020)
- Presentation Skills (2019)
- MS PowerPoint Tailored Course (2016)
- OCR Level 3 NVQ for IT Users (2010)
- Familiar working with Microsoft 365 Copilot, G-suite, Sales Force, Copper, Hubspot, Trello, Slack and Miro