E-commerce · Customer Success · AI Workflows
MukulVarshney
IIT (ISM) Dhanbad · IIM Trichy
Customer success leader who thinks like an engineer and moves like a founder.
I build revenue systems for e-commerce brands that scale, turning customer relationships into retention and growth. Currently leading sales and customer success at FERMAT Commerce across 100+ brands. Available for select consulting engagements.
01 · What I Do
Building the engine behind
customer success
As Sales and Customer Success Lead at FERMAT Commerce, I work with 100+ e-commerce brands generating $605K ARR, spanning beauty, fashion, pet products, and wellness. My team operates across the full customer lifecycle: onboarding, retention, expansion, and win-back.
During a major strategic pivot, I retained 40+ brands through relationship-driven outreach, reducing churn from 28.3% to 18.2% month-over-month. That is what structured thinking and genuine relationships deliver.
Brands Managed
Annual Recurring Revenue
Years Zero Attrition
Years Experience
"Built from operations
to strategic customer
success management"
Retention Through Transition
Successfully retained 40+ brands during a major strategic pivot, a testament to relationship-driven customer success.
Innovation at Hack Week
Built a unified notification hub with role-based routing that automatically alerts the right people about critical platform events, with in-app, email, and Slack delivery.
Systematic Processes
Created comprehensive email templates, data-driven retention workflows, and customer communication frameworks.
Cross-Functional Impact
Collaborate with finance, engineering, and product teams to align customer success with company-wide objectives.
Academic Background
Built on Strong Foundations
IIT (ISM) Dhanbad
B.Tech, Electrical Engineering
2013 – 2017
IIM Trichy
PGPM, Post Graduate Programme in Management
Jun 2019 – Apr 2021
Career Path
The Journey
FERMÀT Commerce
Leading a team of 11 driving sales and customer success for 100+ e-commerce brands. AI-focused strategies, structured processes, and first-principles thinking. Building high-performing teams, driving $605K ARR, and maintaining 2+ years of zero attrition.
iQuanti
Led digital marketing and SEO initiatives at iQuanti, a leading enterprise digital marketing platform. Managed client relationships and growth strategies across accounts, building deep expertise in performance marketing and client success.
BLive
Immersed in the startup ecosystem at BLive, an electric vehicle company, during my MBA at IIM Trichy. Learned the pace, adaptability, and resourcefulness that startups demand.
Reserve Bank of India
Gained exposure to structured finance at India's central bank during MBA, understanding the intersection of monetary policy, data, and institutional decision-making.
IIM Trichy
Post Graduate Programme in Management. Built strategic thinking, leadership frameworks, and the business acumen that powers every commercial decision. Completed internships at RBI (Apr–Jun 2020) and BLive (Jul–Aug 2020) during the programme.
Rao Edusolutions
Early career role in Mumbai, building foundational professional skills before pursuing an MBA.
IIT (ISM) Dhanbad
Built the analytical foundation and engineering problem-solving mindset that drives every professional decision. IIT rigour shaped first-principles thinking across all domains.
02 · Expertise
Where strategy meets execution
Customer Success & Retention
Full lifecycle customer success strategy, from onboarding optimization to churn prevention. Problem solver at heart: I develop systematic retention workflows through first-principles thinking and structured analysis.
Team Leadership & Operations
Building and maintaining high-performing teams with zero attrition over 18 months. Structured approach to creating scalable processes, documentation, and communication frameworks that enable consistent excellence across the team.
Sales Support & Revenue Growth
Driving prospect management, demo follow-ups, and expansion strategies across a portfolio of e-commerce brands. Data-driven approach to identifying and capturing growth opportunities.
AI-Focused Product Innovation
Championing AI-focused product initiatives like the AI Search Commerce Engine, helping e-commerce brands get discovered in AI assistant conversations. Bridging customer insights with product development through first-principles thinking.
Program Management
End-to-end program execution from strategy to delivery. Managing cross-functional initiatives, timelines, and stakeholder alignment. Ensuring projects stay on track while maintaining quality and team morale.
Digital Marketing & Analytics
Comprehensive digital marketing expertise spanning AI search optimization, SEO, paid advertising, conversion rate optimization (CRO), and data analytics. Leveraging data visualization and structured analysis to drive measurable business outcomes.
Available for focused, high-impact engagements
How I Can Help
I take on a small number of consulting and advisory engagements, typically a few hours a month, with founders, operators, and growth teams working on customer success, retention strategy, or AI-powered workflows.
Not looking for full-time. Looking for the right problems.
Retention Strategy
Audit your churn, build a retention playbook, and identify the signals you're missing before customers leave.
CS Infrastructure
Set up scalable customer success processes, including onboarding, lifecycle comms, and team structure, for SMB or mid-market.
AI Workflow Design
Build AI-assisted workflows for your CS or growth team using tools like Claude, n8n, and MCP pipelines.
03 · Tools & Platforms
Built for the AI-First Era
Combining AI automation with deep e-commerce and marketing expertise, the kind of stack most CS leaders don't have.
✦ AI differentiator: Building Claude + Salesforce workflows, Granola + Greenhouse pipelines, and MCP-based daily briefings is genuinely unusual for a CS leader. It's a strong personal brand signal.
AI & Automation
Customer Success & CRM
Marketing & Analytics
Hiring & Operations
04 · My Philosophy
How I think
about work
"From IIT Dhanbad's engineering classrooms to IIM Trichy's management halls; every experience taught me that the best strategies combine analytical rigor with genuine relationships."
From IIT Dhanbad's engineering classrooms to IIM Trichy's management halls, from RBI's structured finance world to BLive's startup chaos, and through iQuanti's digital marketing trenches to FERMAT's customer success frontlines; every experience taught me that the best strategies combine analytical rigor with genuine relationships.
I approach every challenge with the same mindset: understand the full picture before acting. Whether it's reducing churn, onboarding a new brand, or building a team process from scratch, I start with data and end with relationships. The two aren't opposites; they're complementary.
My leadership style is rooted in trust and transparency. I believe high-performing teams are built when people feel ownership over their work and clarity in their direction. That's how we achieved zero attrition over 18 months, not through perks, but through purpose.
Beyond the day-to-day, I'm drawn to the intersection of technology and human connection. The AI Search Commerce Engine we launched is a perfect example using cutting-edge technology to solve a fundamentally human problem: helping people discover what they need.
Data-Driven
Evidence-backed decisions
Relationship-First
People over processes
Strategically Patient
Long-term thinking
Operationally Sharp
Scalable execution
How I think about the work
Point of View
Most teams treat a cancellation request as a binary. We built a third option.
Stay or leave; that's how most CS teams frame churn. We challenged that assumption and built a pause tier: a reduced-commitment option for brands that weren't ready to go all-in but weren't ready to leave either. It worked. Customers who paused and returned were often more engaged than before, they'd had time to recalibrate, and we'd stayed on their radar without pressure.
But the bigger lesson wasn't about the pricing model. It was about what the pause requests revealed. Every brand that asked to pause was telling us something about where we'd under-delivered: on value communication, on timing, on whether they actually understood what they were paying for. We started treating every pause conversation as a diagnostic, not a negotiation. That shift, from retention-as-retention to retention-as-feedback, changed how we built processes across the entire lifecycle.
Fix the mirror, not the metric.
AI doesn't replace the CS leader; it exposes the ones who weren't doing much anyway.
I use Claude, n8n, Granola, and MCP workflows daily. What I've found is that AI doesn't make judgment calls; it executes judgment faster. The moment you automate a customer communication, you realize how shallow it was to begin with.
The work that survives automation is the work that actually required a human: reading between the lines of a frustrated founder's email, knowing when a pause request is really a save-me signal, deciding which fight to pick with your own product team on a customer's behalf.
That's still all you.
A team of 11 managing 100+ brands isn't a resource problem; it's a systems problem.
For 2+ years, my team of 11 managed 100+ brands with zero attrition. People ask about culture or perks. The real answer is more boring: clarity of ownership, documented processes, and weekly rituals that removed ambiguity before it became conflict.
When everyone knows exactly what they own and how decisions get made, you don't need a big team. You need a sharp one.
Systems scale. People thrive.
05 · Let's Talk
Let's work on the right problem
I'm available for focused consulting on customer success, retention, and AI workflows. A few hours with the right framing can save months of wrong direction.
© 2026 Mukul Varshney. All rights reserved.
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