Headline

Customer Success Leader | Building Post-Sales Organisations That Protect Revenue and Unlock Growth

About

I’ve spent the last 12+ years building and leading Customer Success and post-sales organisations in high-growth SaaS companies, with the goal of making customers stay, grow, and genuinely succeed. Over the years, I’ve led functions across Customer Success, onboarding, implementation, support, and operations, and have seen how powerful post-sales can be when it is treated as a core business engine rather than a downstream service team. The best teams do not just protect revenue. They shape adoption, influence product direction, create better customer experiences, and open up long-term growth. My experience has largely been in scaling environments where the fundamentals need to be built, strengthened, or rebuilt for the next stage of growth. That has meant leading large teams, owning significant books of business, improving retention and expansion, creating clearer customer journeys, and building the operating rhythms that make outcomes more predictable. I’ve worked deeply on areas like segmentation, health scoring, onboarding design, customer education, VOC, escalation management, executive stakeholder alignment, and cross-functional collaboration across Product, Sales, Marketing, and Operations. What I enjoy most is building teams and systems that can scale without losing the human side of customer relationships. I care about clarity, accountability, and strong execution, but I also care about judgment, trust, and understanding what customers are really trying to achieve. I tend to do my best work in environments that are ambitious, fast-moving, and still being shaped, where Customer Success has a real seat at the table and is expected to influence both growth and strategy. If you’re building a customer-facing organisation and want post-sales to be a true lever for retention, expansion, and customer value, I’d be glad to connect.

Location

Bengaluru

AI stack

claude code

claude

gemini

lovable

openai

replit

Work experience

Head of Customer Success at Wayground (formerly Quizizz), Nov 2024 - Present · 1 yr 11 mos, • Owned the overall book of business, achieving a 92% Gross Revenue Retention (GRR) across enterprise customers. • Drove 135% Net Revenue Retention (NRR) quarterly through innovative upsell and cross-sell strategies. • Reduced onboarding time for enterprise customers by 30% with a structured onboarding playbook. • Launched a trial customer onboarding campaign, decreasing trial-to-purchase time from 12 days to 4 days.

Head of Customer Success at PagarBook, Jul 2023 - Sep 2024 · 1 yr 3 mos, Bengaluru, Karnataka, India, -Reengineered onboarding workflows, reducing onboarding from 60 days to 4 days, resulting in 50% lower early churn and significantly faster product adoption. -Implemented customer segmentation and designed segment-based engagement playbooks to improve retention and focus effort on high-potential accounts. -Scaled the CS organisation from 45 to 105 team members in 14 months to support growth and operational scale. -Launched a Customer Education Program that drove better adoption and reduced support queries by 38%. -Revamped the end-to-end customer journey to create a smoother experience across onboarding, adoption, value realisation, and expansion. -Increased user retention by 150% in 8 months through new engagement strategies and adoption-led success motions. -Rolled out omnichannel customer support to provide contextual help to customers across multiple touchpoints. -Spearheaded Customer Success CRM migration, enabling organisational visibility into the customer journey and a 360° view of customer engagement. -Owned $20M+ ARR for retention, steering NRR towards 135% while maintaining GRR >75%. -Improved operational TAT by 400% for on-site product support. -Implemented success playbooks for High-touch & Tech-touch engagement, data-driven health scores, Hypercare onboarding, Customer Education, Sales→CS handoff, and CS→Product feedback loops.

Medical Break at Medical break, Nov 2022 - Jun 2023 · 8 mos

Head of Customer Success & Operations at Nova Benefits, Sep 2021 - Nov 2022 · 1 yr 3 mos, Bengaluru, Karnataka, India, - Oversaw 10Mn book of business for retentions and steered NRR towards 160% (GRR >90%) - Initiated a Voice of the Customer program, which resulted in NPS participation going up to 70% from 20% - Moved the NPS by 60 points in 12 months (from -20 to +40) - Reduced onboarding TAT from 45 days to 15 days across markets - Expanded the team from 15 members to 96 members in 12 months, impacting 350+ clients - Launched a monthly newsletter for existing customer SPOCs with an open rate of 78% - Created a community for SME thought leadership among client Sponsors - Implemented a 24*7 Customer Support Team available over email, live chat and voice calls. Average pickup time of 30 seconds and a guaranteed 5-minute call back for missed calls and voicemails. - Improved operational TAT by 300% for backend operations efforts - Implemented a successful Customer<>Sponsor Connect program to foster stronger relationships. - Implemented multiple Success playbooks for High-touch and Tech-touch engagement, Sponsor Connect Program, Data-driven account score action plan, Hypercare Onboarding, Customer Advocacy and referrals, Sales to Success handoff, and Success to Product communication.

Manager - Customer Success (Enterprise) at Whatfix, Dec 2018 - Sep 2021 · 2 yrs 10 mos, Bengaluru Area, India, - Driving Product Adoption for Large Enterprise customers (Fortune 500 companies) across the geography - Conducted In-person Executive Business Reviews for Enterprise and Strategic Customers - Expertise in delivering Digital Transformation projects with measurable & strategic outcomes - Ensuring customer success through an intense focus on positive business use cases, value realization, consumption improvement, and strategic advisory - Ensuring strategic solutioning focused on value identification, value implementation & value realization by the customers - Worked with Customer Advocacy Function to build an active customer community - Nurtured multiple Whatfix Advocates to speak at Public Forums - Active member of the Interview Panel to drive strategic hiring for the function

Education

Bachelor of Business Administration (B.B.A.), Human Resources Management/Personnel Administration, General, ASUTOSH COLLEGE, CALCUTTA UNIVERSITY