Karthik Bm

Background

About Karthik Bm

Karthik is a seasoned leader in Customer Success and Business Operations with over a decade of experience driving client outcomes and building scalable teams across Fintech, Edtech, and SaaS. He has a proven track record of transforming customer experience into a true growth engine for high-growth startups and enterprises. He currently leads the Customer Success Management charter at HighLevel, focusing on value realization, product adoption, retention, and world-class client experience. Previously, at Supernova, he built a 35-member customer success organization, improving retention by 50%, engagement by 80%, and NPS by 20 points, while maintaining lean service delivery. At Razorpay, Karthik scaled the team from 5 to 160+ members, boosted CSAT from 65% to 85%, achieved 95% SLA adherence, and launched innovations like Smart FAQs and penny drop testing — playing a key role in Razorpay’s scale-up journey from a $10M startup to a $7.5B unicorn. At Fam, he scaled operations to 45 members (in-house and outsourced), spearheaded customer-centric initiatives, and built strong operational foundations during the company’s rapid growth. Recognized with multiple awards — including Young Jedi, Achiever of the Year, and Best Project at Razorpay — Karthik is also a keynote speaker on customer experience transformation in fintech and neo banking. He is known for his data-driven leadership, customer-first mindset, and ability to build high-performing teams that deliver measurable impact and long-term client success.