Headline

CCO at Snapmint | Fintech, E-Commerce, SaaS | Tea Sommelier, Girl Dad, Artist

About

I build and lead commercial and delivery teams that win. As CCO at Snapmint, I run a multi-outcome org — GTM, Growth Marketing, Implementation and Onboarding, Merchant Growth, and Merchant Care — driving 0% EMI/BNPL adoption across India's Retail/D2C ecosystem. My job is turning strategy into execution across every one of those teams, not just setting direction from the top. 17 years leading commercial functions at Akamai, Unbxd, Sprinklr, Observe.AI, MoEngage, and GoKwik, I've built teams and playbooks from scratch, led competitive displacement strategy, launched new revenue lines, and shipped products that changed how merchants operate. I lead by combining rigor with clarity — the discipline to build the analytics and process, and the ability to rally a team around a story worth executing on.

Location

Bengaluru

Work experience

Chief Customer Officer at Snapmint, Jan 2024 - Present · 2 yrs 9 mos, Bengaluru, Karnataka, India, Lead P&L from lead-gen marketing , growth, presales and CX, customer success, onboarding/implementation, partnerships to retention and advocacy - The GTM Roadmap Use strong blend of both strategic and tactical approaches to proposed solutions to achieving customer’s Path-To-Value Build the trifecta of People:Process:Product replete with tools and solutions to enable team performance at scale Ensure agile collaboration with Product Management and Engineering leadership in line with the Product/LTV/CX roadmap

Chief Customer Officer at GoKwik, Feb 2022 - Jan 2024 · 2 yrs, Bengaluru, Karnataka, India, Lead Global Post-Sale P&L Building out Delivery and Implementation, Technical Advisory and Support and Customer Engagement charters Focussed on Inter-Team alignment and deliverables Hiring and Enablement at scale post raising capital - Series B Achieve referenceable status at each customer who can speak to a specific ROI that has been delivered Maintain an understanding of customers’ immediate, short and long term business needs in order to protect, retain and increase SoW and plan advocacy and retention strategies

Senior Director of Customer Success at MoEngage Inc., Mar 2021 - Mar 2022 · 1 yr 1 mo, Bengaluru, Karnataka, India, Lead Customer Success, CX Roadmap, Implementation and Onboarding and Overall Strategy for MoEngage - SEA and ANZ BoB spread across 30M USD, 7 countries and 450+ Logos and 47 org members. Spear head Service Delivery and Customer Success with key focus on increasing the Share of Wallet(SOW), Engagement Metrics, Implementation and Technical Account Management leading to incremental growth, organic portfolio expansion and consultation as a key driver of growth and customer success.

Head of Customer Success (Founding Member) at Observe.AI, Mar 2019 - Mar 2021 · 2 yrs 1 mo, San Francisco Bay Area, Lead Global Customer Success and Delivery P&L with teams at San Francisco, Dallas and Bengaluru from seed to Series A $26M and subsequently to Series B - $88M USD Communicate effectively with other internal team members to ensure resolution of problems - demand generation marketing, sales, solution engineering to name a few Invest, onboard and expand customer success and BI tools such as Gainsight, Asana, Confluence, JIRA etc.

Director - Success and Client Services at Sprinklr, Feb 2018 - Mar 2019 · 1 yr 2 mos, Bengaluru Area, India, Success leader working closely to maintain and grow global SME P&L. BoB accountability of USD 30 Mil with focus on account growth, retention and churn mitigation, customer happiness index, contract utilization to name a few business critical markers being driven. Enterprise SaaS engagement for social media management and planning across Fortune 500 companies. Focussed on holistic success initiatives underlining consumption and ROI in a recurring manner. Team scale and management at 20+ ICs and 2 TL

Education

Strategic Leadership Program, Business Administration and Management, General, Indian Institute of Management Bangalore

B.E., PES University