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Available · Bangalore · Open Anywhere in India
RIZWAN
FASAL
Revenue & Operations Leader
Building revenue through operations, retention & expansion
Associate Director · 10+ years · B2B SaaS & Healthcare · ₹9 Cr P&L · 9 Cities · 2,000+ Accounts
Get In Touch LinkedIn → ⬇ Download Resume
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₹9 Cr P&L✦ EBITDA+ · 18 Months✦ NRR +12%✦ Churn −30%✦ 2,000+ B2B Accounts✦ 95%+ CSAT✦ Team 5 → 50✦ 9 Cities Scaled✦ CLV +18%✦ 98% SLA Compliance✦ ₹9 Cr P&L✦ EBITDA+ · 18 Months✦ NRR +12%✦ Churn −30%✦ 2,000+ B2B Accounts✦ 95%+ CSAT✦ Team 5 → 50✦ 9 Cities Scaled✦ CLV +18%✦ 98% SLA Compliance✦
01 — The Story
POST-
SALES
REVENUE
LEADER.
Global MBACA Inter · ICAI Lean Six SigmaB2B SaaS UnicornUS Market
"I turn post-sales teams into revenue engines — not cost centres."
With a Global MBA from the University of Strathclyde, Glasgow (Top 1% globally) and CA Inter (ICAI), I bring 10 years of post-MBA experience spanning B2B SaaS, Unicorn PropTech and FMCG ecosystems.
At NoBroker.IN I built a multi-city operations framework from scratch — scaling from 5 to 50 people across 9 cities, delivering EBITDA-positive operations in 18 months, and growing expansion revenue from 35% to 50% of ARR.
My edge is combining financial rigour (P&L ownership) with customer-centric systems thinking — using predictive churn models, OKR governance and data-driven health scores to keep NRR growing and churn falling.
EducationGlobal MBA · Strathclyde, UK
CertificationCA Inter · ICAI
CurrentlyBangalore, India
Open ToAnywhere in India · Remote
LanguagesEnglish · Malayalam · Hindi · Tamil
Email[email protected]
02 — Experience
10+ years.
6 companies.
1 outcome.
May 2025 – Present
Risavi Medicare
🏥 Healthcare Services
Associate Director — Operations, Account Management & Revenue
0 → 1 Ops
Medical TourismGTM Build Healthcare Services
  • Partnering with founder to build end-to-end operations for international patient services — onboarding, hospital coordination, service delivery & post-treatment lifecycle
  • Driving revenue initiatives across lead acquisition funnels, conversion optimisation, and partner-led growth through hospitals, referral agents & B2B alliances
  • Building partnership ecosystems with tier-1 hospitals to expand coverage, reduce onboarding TAT, and enable repeat/referral revenue streams
  • Instituting process standardisation, SOP documentation & performance tracking for lead flow, conversion bottlenecks and operational efficiency
Apr 2023 – May 2025
NoBroker.IN
🦄 Unicorn
Regional Head — Account Management, Operations & Renewals
₹9 Cr P&L
9 Cities50-Member Team 2,000+ B2B AccountsEBITDA+ 18 months
  • Owned ₹9 Cr annual P&L across 9 cities; delivered 20%+ YoY profitability
  • Drove NRR +12% and CLV +18% via predictive churn models and health-score analytics
  • Grew expansion revenue from 35% → 50% of ARR, adding ₹1.2 Cr ARR uplift
  • Scaled team 5 → 50; reduced churn −15% and escalations −25% via OKR governance
Jan 2022 – Mar 2023
NoBroker.IN
🦄 Unicorn
Zonal Head — Account Management, Operations & Renewals
₹6 Cr P&L
6 Cities30+ Team 1,000+ AccountsBest Zonal Head 2×
  • 100%+ revenue attainment and 20% YoY profitability through structured renewals
  • Churn −18% via predictive health monitoring, QBRs and health score frameworks
  • Ops efficiency +22% via ERP standardisation and workflow automation
Apr 2020 – Dec 2021
NoBroker.IN
🦄 Unicorn
City Head — Account Management, Operations & Renewals
City P&L
400+ Accounts10-Member Team Best City Head 3×
  • 85% FCR, 90% CSAT and 20% churn reduction via early-risk identification
  • Scaled onboarding to 100–120 clients/month; cut deployment TAT −25%
  • 100%+ monthly renewal targets — 3× Best City Head recognition
Jan 2018 – Mar 2020
Filing Samadhan
🚀 Bootstrapped
Operations & Renewals Lead — SaaS, US Market
100+ Clients · North America
North America100+ Enterprise Clients
  • Launched US SaaS operations from zero; 98% SLA compliance and 95% CSAT
  • 25% recurring revenue growth; churn −30% YoY via Value Realization Frameworks
  • Product utilisation +28% through structured client training and adoption programs
Jan 2017 – Nov 2017
AVA Cholayil (Medimix)
State Market Controller — FMCG · Karnataka
FMCG48-Member TeamDirect Report to MD Institutional Sales
Apr 2012 – Apr 2015
Grant Thornton India LLP
Big-4 Equiv.
CA Internship — Statutory Audits & Financial Advisory · New Delhi
Statutory AuditsTax AdvisoryDLF · OM Logistics
03 — Impact at a Glance
₹9 Cr
Annual P&L managed across 9 cities
EBITDA+ in 18 months
2,000+
B2B enterprise accounts managed & retained
95%+ CSAT · 90% FCR
5 → 50
Team built across 9 cities from scratch
City → Zonal → Regional
−30%
Churn reduction — best across all roles
US SaaS market · YoY
+12%
Net Revenue Retention growth achieved
CLV +18% alongside
35→50%
Expansion revenue share of total ARR
₹1.2 Cr ARR uplift
+22%
Operational efficiency via Lean Six Sigma
SLA adherence +20%
98%
SLA compliance in US SaaS North America
100+ enterprise clients
04 — Data-Backed Performance
Numbers that
speak for themselves.
Expansion Revenue Growth
Upsell / cross-sell share as % of ARR
0% 20% 40% 60% 35% Start 2023 38% Mid 2023 42% End 2023 47% Mid 2024 50% May 2025
Churn Reduction — Career Arc
YoY churn reduction at each role
0% -10% -20% -30% -30% -20% -18% -15% US SaaS 2018–20 City Head 2020–21 Zonal Head 2022–23 Regional 2023–25
+18%
Team revenue attainment via incentive redesign
−25%
Escalation volume via CSAT trend analysis
+28%
Product utilisation via adoption programs
05 — Case Studies
How I create
real impact.
01
Churn Prevention
Building a Predictive Churn Engine at Scale
NoBroker · 9 Cities
2,000+ B2B accounts, no unified health monitoring, churn invisible until contract end. Needed a proactive system.
What I Did
Built Customer Health Score model on Salesforce + Power BI. Deployed 60-day early-warning triggers, QBR cadences and VOC feedback loops across 9 city teams.
Outcomes
Churn Reduction−15%
Escalations−25%
CSAT95%+
02
Revenue Expansion
Turning Renewals into an Expansion Revenue Engine
NoBroker · ARR Growth
Expansion revenue stuck at 35% of ARR. Renewals treated as admin, not revenue. No structured upsell playbooks.
What I Did
Built targeted upsell/cross-sell playbooks, launched 20+ strategic B2B alliances, realigned team incentives to NRR targets. Created structured expansion motion within renewals cycle.
Outcomes
ARR Share35→50%
ARR Uplift₹1.2 Cr
NRR+12%
03
US SaaS · Ops Build
Launching North America SaaS Operations from Zero
Filing Samadhan · US Market
No North America ops infrastructure. 100+ enterprise clients to serve, zero team, zero processes in an unfamiliar market.
What I Did
Hired and built 10-member team from scratch. Established EBR cadences, Value Realization Frameworks, structured adoption programs and 98% SLA compliance framework.
Outcomes
SLA Compliance98%
Churn YoY−30%
Rev Growth+25%
05b — What They Say
Trusted by
leaders.
“Rizwan built our account management function from zero — within 18 months he had the team running EBITDA-positive across 9 cities. What stood out was his ability to combine P&L discipline with genuine customer empathy.”
VP
VP, Revenue Operations
NoBroker.IN · Unicorn, Proptech SaaS
“He took our North America SaaS operations from zero infrastructure to 98% SLA compliance and consistent 25% revenue growth. Rizwan doesn’t just manage accounts — he builds systems that keep clients coming back.”
MD
Managing Director
Filing Samadhan · Bootstrapped SaaS, US Market
06 — Frameworks
How I
think & build.
🔄
Customer Lifecycle Engine
Every touchpoint from onboarding to expansion is designed with intent. Systematic, measurable, repeatable.
Onboard
→
Adopt
→
Engage
→
Renew
→
Expand
🚀
Revenue Flywheel
Revenue compounds when retention drives referrals and expansion feeds new account growth — a self-reinforcing loop.
1Deliver value → high CSAT & FCR
2Health scores → predict & prevent churn
3Renewals + upsell → NRR grows
4Expanded accounts → new referrals
🛡️
Churn Prevention System
Churn signals are visible 60–90 days before the decision if you build the right instrumentation. Proactive, not reactive.
VOC Signals
→
Health Score
→
Playbook
→
Retained ✓
📊
P&L Governance Model
Multi-city P&L controlled through layered sub-accountability — every metric ties to profitability.
RRegional Head → ₹9 Cr P&L
ZZonal Head → ₹1–2 Cr P&L
CCity Head → Sub P&L + KPIs
TTeam → Revenue attainment targets
07 — Recognition
Awarded.
Repeatedly.
National recognition across 3 consecutive years
🏆
Best City Head — 3× Consecutive
Revenue Retention & Service Excellence · NoBroker.IN
3×
🥇
Best Zonal Head — 2× National
Customer Success & Revenue Performance · NoBroker.IN
2×
🎓
Global MBA — Top 1% B-School
University of Strathclyde, Glasgow, UK
📋
CA Inter · ICAI
Institute of Chartered Accountants of India
08 — Tools & Stack
📊
Power BI
Analytics & Dashboards
🗄️
Salesforce CRM
Account Management
📈
Data Studio
Reporting
🏭
ERP Systems
Operations
🎯
OKR Frameworks
Performance Management
📋
Lean Six Sigma
Process Optimisation
🔬
Health Score Models
Churn Analytics
⚡
AI Automation
Productivity & Ops
09 — 90-Day Plan
Not a plan to
"get to know the team."
30
Days 1–30
Diagnose & Fix Churn Leakage
  • Map full customer lifecycle & identify drop-off points
  • Audit existing health score & renewal processes
  • Identify top 20% at-risk accounts & intervene
  • Establish baseline NRR & churn metrics
60
Days 30–60
Build the Retention Engine
  • Deploy customer health score framework
  • Build renewal playbooks & QBR templates
  • Align team incentives to NRR targets
  • Improve NRR by 5–10% through early wins
90
Days 60–90
Scale Expansion Revenue
  • Launch structured upsell & cross-sell programs
  • Activate expansion revenue playbooks
  • Set up OKR governance & performance cadences
  • Deliver first board-level revenue impact report
Let's Build Something
Ready to
talk revenue?

Actively exploring leadership roles in Account Management, Regional Operations & Renewals — anywhere in India or Remote.

✉ Get In Touch LinkedIn → ⬇ Download Resume
Bangalore · Mumbai · Hyderabad · Delhi NCR · Remote · Open Anywhere in India