Kaustav Saikia

Kaustav Saikia embarked on his professional journey in 2018 as a Trainee at JW Marriott Mumbai Sahar, where he gained hands-on experience in operations and hospitality management. His early career was marked by discipline, teamwork, and a keen eye for process efficiency — qualities that continue to shape his professional ethos.

In 2021, Kaustav transitioned into the fast-paced world of co-living and property management, first at Settl. as a Property Manager, where he optimized marketing strategies and streamlined tenant operations, and later at Zolo, as a Key Account Executive in Distribution. At Zolo, he played a pivotal role in driving revenue growth by nurturing client relationships, enhancing service delivery, and leading marketing initiatives grounded in data-driven market research.

In 2022, Kaustav joined PagarBook, marking the beginning of a steep growth trajectory within the SaaS and customer success ecosystem. Starting as a Key Accounts Manager, he quickly established himself as a trusted partner for customers, ensuring seamless onboarding and adoption of PagarBook’s solutions. His success in fostering strong client relationships and delivering measurable retention outcomes led to his promotion as Senior Onboarding & Service Specialist. Here, he drove efficiency in onboarding processes, implemented innovative training programs, and achieved standout results, including 87% client satisfaction and a 22% increase in customer retention.

Building on this foundation, Kaustav moved into the role of Customer Engagement Manager in 2024. He spearheaded programs that strengthened customer adoption and retention, resulting in a 20–35% uplift in product utilization across key accounts. He also built a scalable knowledge base, onboarding tutorials, and behavioral engagement loops that reduced support queries and cut onboarding time by 30%.

Recognizing his ability to align people, processes, and performance, Kaustav was entrusted to establish and lead the Learning & Development function at PagarBook as Head of L&D. In this role, he designed structured training paths, product knowledge certifications, and micro-learning programs for Customer Success, Support, and Implementation teams. His initiatives reduced new hire ramp-up time by 70% and enabled consistent, scalable customer experiences. He also facilitated cross-functional workshops that aligned GTM, Product, and CS teams, ensuring that customer insights directly informed product launches and engagement strategies.

In 2025, Kaustav was elevated to Manager, Customer Success, where he continues to drive customer-centric strategies at scale. With a blend of customer engagement, enablement, and success leadership, he focuses on building long-term relationships, fostering retention, and ensuring that teams are empowered to deliver outcomes that align with both customer goals and business growth.

Kaustav Saikia holds a Bachelor of Arts in Hotel Management from the International Institute of Hotel Management, Bangalore. His journey reflects a consistent ability to adapt, build scalable programs, and translate customer insights into business impact — making him a driving force behind PagarBook’s customer success transformation.