Headline

Senior Customer Success Leader | Enterprise Cloud & SaaS | Azure · AWS · Salesforce

About

Customer Success Manager with 13+ years of experience supporting enterprise clients like Walmart, Shell, and Capgemini across Azure, AWS, and B2B SaaS environments. I specialize in helping large customers adopt technology faster, resolve issues proactively, and achieve measurable business outcomes. My strength is simplifying complex cloud/platform capabilities and turning them into real value, whether it’s reducing incidents, accelerating onboarding, or improving product usage across teams. What I bring: 13+ years across Customer Success, Support Engineering, and Account Management Experience with cloud platforms (Azure, AWS) + enterprise environments Strong at executive communication, stakeholder alignment, and expectation management Proven track record of reducing MTTR, improving adoption, and driving customer satisfaction Skilled at leading onboarding, running QBRs, and collaborating with product & engineering Experience handling escalations and building trust with senior customer leadership Highlights: ✔ Managed multi-million-dollar enterprise accounts (Walmart, Shell, Capgemini) ✔ Reduced onboarding timelines by 40–50% through role-based adoption programs ✔ Improved feature adoption and incident response using Azure Monitor & automation ✔ Led cross-functional war rooms to resolve critical customer escalations ✔ Drove customer health improvements (usage, NPS, ticket reduction) Keywords recruiters search for: Customer Success • Technical Account Manager • Azure • AWS • Cloud Support • Enterprise Support • Stakeholder Management • Escalation Management • Onboarding Specialist • Platform Adoption • Product Enablement • SaaS Customer Success • Voice of Customer Open to: Customer Success | Technical Account Manager | Support Account Manager | Cloud Success | Platform Adoption | Enterprise Support | FinTech & SaaS CSM roles

Location

Bengaluru

Work experience

Customer Success Account Manager at Microsoft, Apr 2024 - Oct 2025 · 1 yr 7 mos, Bangalore Urban, Karnataka, India, Drive post-sales lifecycle for enterprise accounts across Azure, Microsoft 365, and Dynamics 365, managing over $6M in ARR. Increased Azure adoption by 8% YoY through tailored success plans and digital engagement. Lead C-level QBRs to align Microsoft cloud solutions with strategic business goals. Use telemetry and customer health data to identify underutilized services, improving usage by 15%. Collaborate with sales to support renewals and uncover upsell opportunities across multiple accounts. Share actionable Voice of Customer (VoC) insights with product teams, influencing roadmap improvements.

Customer Success Manager at Microsoft, Apr 2023 - Oct 2025 · 2 yrs 7 mos, Bengaluru

Customer Success Manager at Microsoft, Apr 2023 - Oct 2025 · 2 yrs 7 mos, Bengaluru

Services success manager at SoftwareONE, Jul 2021 - Apr 2024 · 2 yrs 10 mos, Bangalore Urban, Karnataka, India, Managed a portfolio of 100+ Azure customers, leading onboarding, enablement, and long-term adoption strategies. Reduced churn by 12% through proactive playbooks, governance alignment, and FinOps consultation. Re-engaged 20+ at-risk accounts by resolving critical blockers and delivering measurable business value. Collaborated with cross-functional teams to improve customer experience and align solutions with KPIs. Increased CSAT by enhancing operational maturity and stakeholder engagement across key accounts.

Customer Success Manager at SoftwareONE, Jul 2021 - Mar 2024 · 2 yrs 9 mos, • Onboarded 120+ enterprise customers, accelerating time-to-value and driving early adoption success • Achieved 80% renewal rate and 15% revenue growth through proactive engagement and value-driven customer strategies • Resolved critical escalations within SLA, ensuring timely resolution and maintaining high customer satisfaction

AWS ENTERPRISE CUSTOMER SERVICE SPECIALIST at Amazon Web Services (AWS), Aug 2020 - Jul 2021 · 1 yr, Bengaluru, Karnataka, India, Provided dedicated support to enterprise customers, focusing on performance optimization and cloud cost efficiency. Reduced escalation resolution time by 15% through proactive monitoring and process improvements. Maintained a 98% CSAT score across 40+ enterprise accounts by ensuring consistent value delivery. Collaborated with technical account managers and support teams to drive customer satisfaction and operational excellence.

Customer Service Specialist at 亚马逊云科技, Aug 2020 - Jul 2021 · 1 yr, • Resolved high-impact enterprise issues improving CSAT • Collaborated with internal teams to drive faster resolution

Customer Success Manager at Webscale Networks, Jul 2019 - Jul 2020 · 1 yr 1 mo, Bengaluru Area, India, Managed 60+ mid-market and enterprise SaaS clients, driving onboarding, retention, and account growth. Improved Net Promoter Score (NPS) by 18% through structured feedback loops and proactive engagement strategies. Designed a centralized customer revenue database in the absence of a CRM, reducing manual reporting time by 30% and enhancing forecasting accuracy. Partnered with regional and global teams to align customer lifecycle insights with success planning and renewal strategies.

Education

Bachelor of Technology, Biotechnology, Amity Institute

High School, Science, rani laxmi bai school