Scaling Customer Success and Operational Impact Through Strategic Leadership
Driving retention, onboarding, and cross-function execution across AI, SaaS, and healthcare startups.
- 25-Point CSAT Gain & 40% Faster Onboarding Through CX System Redesign
- $3.2M Saved via AI-Powered Automation & Org Design Strategy
- 85% YoY Revenue Growth Enabled by Post-Sales Execution
- 35+ Countries Scaled Through Customer Success & Platform Integration
Core Skills
Customer-Obsessed Business Operations & Success Leader with 10+ years of experience scaling post-sales operations, optimizing onboarding, and leading cross-functional initiatives that drive retention, reduce friction, and accelerate growth across SaaS, AI, and healthcare startups.
AI
Healthcare
B2B SaaS
Technology
Rooted In Curiousity:
Strategic Execution & Customer Impact
Hi, I’m Tulsi. I’m a customer success and operations leader who finds energy in untangling complexity and building systems that help teams and customers thrive. Over the past decade, I’ve scaled onboarding, post-sales, and strategic ops across AI, SaaS, and healthcare startups—often stepping in when things are ambiguous and bringing structure, clarity, and measurable impact.
I love solving problems, but even more than that, I care about solving the right ones with teams who are thoughtful, mission-driven, and all-in. To me, great customer success and operations are like great design: when they’re working, things just flow and people move faster, customers feel supported, and teams can focus on what really matters.
I’m often described as the glue. I connect dots across functions, ask thoughtful questions, and bring a calm, structured approach that keeps momentum going without losing sight of the people at the center. Whether launching onboarding systems across 35+ countries or saving $3M through smart automation, I’m at my best when I’m building systems that serve both the business and the humans behind it.
I grew up in the Bay Area and still call California home. Outside of work, I’m recharging through yoga, pilates, football Sundays, audiobooks, or planning my next trip.
Task:
We needed to streamline onboarding, reduce friction, and rebuild trust with enterprise clients, all without slowing growth.
Action:
I rebuilt our onboarding playbook from the ground up, standardized the go-live process, and embedded regular checkpoints to capture client feedback. When a key client flagged a critical issue in our call-routing system, I led a cross-functional fix within 48 hours and launched a lightweight QA tracker to prevent similar issues.
Replaced $3M consulting proposal with internal solution, enabling faster global scale
Situation:
At a 450-person AI startup, we were onboarding large enterprise clients rapidly, but our post-sales process hadn’t kept up. Clients were experiencing delays, unclear next steps, and no structured way to share feedback which led to a surge in support tickets and jeopardizing expansion opportunities.
Results:
Go-live time dropped by 30%, support tickets fell by 30%, and client satisfaction significantly improved which directly enabled expansion within key accounts.
Task:
We needed to improve care coordination and rebuild confidence with both members and employer partners to protect key accounts.
Action:
I mapped the full post-sale journey, redesigned onboarding and coordination workflows, and partnered with engineering to automate follow-ups and appointment routing. I also created a dashboard for the Customer Success team to proactively catch and resolve issues before escalation.
Case Study
Situation:
At Cleo, we were serving thousands of working families, members, especially postpartum, were struggling to access timely care due to manual scheduling and inconsistent handoffs. This was eroding trust and putting employer renewals at risk.
Results:
Coordination time was reduced by 40%, escalations dropped by 25%, and CSAT increased by 25 points. These improvements played a key role in securing employer renewals and expansion worth $850K in ARR.
Testimonials
What People Say
“Tulsi was a driving force behind our operational excellence at VideoVerse. As Chief of Staff, she had an incredible ability to prioritize what mattered most to the business, streamline executive workflows, and lead high-stakes initiatives with both strategy and empathy. Her leadership directly contributed to our improved decision-making, faster execution, and increased cross-functional alignment.”
“At Deloitte, Tulsi consistently stood out for her analytical rigor and ability to lead complex client engagements. As a Strategy & Operations Consultant, she brought clarity to ambiguity, built trust with senior stakeholders, and delivered high-impact solutions under tight deadlines. Her combination of sharp problem-solving skills and collaborative mindset made her an invaluable team member.”
“Yasmine is an enthusiastic individual. She is deeply knowledgeable about trust and safety in the field of content moderation to safeguard users and social media platforms. She can also localize policies, articles and SOP as needed. Her critical thinking and investigation resolved countless cases and helped law enforcement to arrest criminals and prevent crimes. She is also a strong team player to support others to succeed in the team . I highly recommend Yasmine to be part of any organization.”
“As a subject matter expert in the APAC region, brought a wealth of experience to the position and brought immediate benefits to our small team. Yasmine’s leadership qualities and in-depth understanding of the unique industry issues at play in the Japanese market allowed us to work better, communicate better, and save lives.”