Headline

Founding CS Leader, scaled to global enterprise book @ Zuro AI (Auralis) | Sr. CSM & Implementation Engineer | AI Enthusiast | AI-CX · Enterprise SaaS · NRR & Expansion | Agentic & Conversational AI

About

From blueprints to production AI systems. I trained as an architect, built two companies from scratch, and now lead Customer Success at a B2B AI SaaS company. My job: be the first customer. I run rigorous UAT, own the voice-of-customer (VoC) loop, and push the product to fit real need, so it adds value from the first iteration, not after three rounds of feedback. I believe AI should make people better at their jobs, not replace the judgment that makes them good at them. People first, technology as the amplifier. For the past ~2 years, I've led Customer Success at Zuro AI Inc. (makers of Auralis AI), building agentic and conversational AI assistants (LLM-powered) that integrate deeply into leading CRM and support platforms: Zendesk, Freshdesk, Atlassian (Jira Service Management & Confluence), HubSpot, Salesforce, Intercom. What that looks like in practice: → 30–45% deflection of repetitive L1/L2 tickets post go-live → 5–10× agent productivity gain via AI + human-in-the-loop workflows → Production go-live in under 7 days, via API/webhook integrations, not rip-and-replace → Multi-channel, multilingual deployment: chat, email, WhatsApp, voice, in-browser → Hands-on across prompt engineering, RAG-based query routing, agentic workflow design, and solution consulting How I get there: executive onboarding, workflow discovery, systems/CRM integration, enablement workshops, escalation management, QBRs/MBRs/YBRs, then renewal, NRR/GRR, and expansion. Accounts I've led span Shipping & Logistics (global container-shipping platforms), Finance/ERP (pan-European cloud ERP and MS Dynamics 365 partners), Healthcare Tech (digital health and clinical networks, US/EU), Retail Tech (POS, weighing, labeling and store systems for grocery and mid-market chains), and SaaS/Enterprise (fintech, wellness, fitness tech across EU, North America, and the Adriatic). The path here: trained as an architect, a discipline rooted in listening, translating ambiguous need into structure, and delivering complex projects end-to-end. I built and ran two businesses (ArchestrA and Taččan), owning everything from client conversations to delivery, before moving into tech via data analytics. Now I sit at the intersection of AI product implementation and enterprise execution. Open to senior/enterprise Customer Success and Program Management leadership roles at AI and product companies, scaling teams, owning strategic accounts, and driving enterprise-wide AI adoption. DM here or email: taccan.blr@gmail.com

Location

Bengaluru

AI stack

anthropic apis

claude code

elevenlabs

langsmith

openai

ChatGPT

Work experience

Senior Customer Success Manager & Implementation Engineer at Zuro, Jan 2025 - Present · 1 yr 9 mos, Bengaluru, Karnataka, India, Own end-to-end Customer Success and implementation for Auralis, Zuro AI’s agentic assistant suite across CRM, ERP, and customer support. Lead enterprise accounts through the full lifecycle—from executive onboarding and systems integration to adoption, renewal, and expansion. Grew from an individual contributor into leading the Customer Success function. • Manage a global portfolio of enterprise customers, with full ownership of ARR/MRR, renewals, expansions, and C-suite relationships • Lead onboarding and implementation: discovery, workflow mapping, CRM/support stack integrations, and production go-live • Drive executive governance through QBRs, MBRs, and YBRs, supported by tailored value realization dashboards • Deliver workshops, admin training, and end-user enablement to accelerate AI adoption across complex organizations • Partner cross-functionally with Product, Engineering, and Marketing to translate voice-of-customer insights into roadmap priorities and unblock delivery • Serve as the primary customer contact, converting real-world usage patterns and pain points into actionable product feedback • Built and scaled the Customer Success operating model, including onboarding frameworks, success plans, renewal motions, escalation protocols, and executive reporting Representative accounts across Shipping & Logistics, Finance/ERP, Healthcare Tech, Retail Tech, and SaaS/Enterprise, including NCL (Maersk, Hapag-Lloyd), Visma Group ecosystem, Microsoft D365 partners, and multi-region enterprise clients.

Founder at Taččan, Jan 2019 - Dec 2024 · 6 yrs, Bengaluru, Built and scaled a premium bespoke-furniture studio for corporate offices and luxury living, specialising in handmade epoxy-resin and large-scale live-edge installations. • Full P&L ownership — sourcing, design, production, marketing, delivery, after-sales. • Direct-to-client sales across luxury and B2B segments; managed long-cycle, high-ticket projects with multi-stakeholder approvals.

Founder & Principal Architect at ArchestrA, Mar 2012 - Jan 2021 · 8 yrs 11 mos, Bengaluru, Founded an independent architecture practice delivering turnkey residential and commercial projects. Owned the complete engagement lifecycle — brief, design, vendor coordination, budget control, handover — building the consultative rigor now applied to enterprise customer success. • Referral-driven client base built on long-term relationships and meticulous project governance. • Led cross-disciplinary teams of designers, contractors, and craftsmen across multi-month engagements.

Education

Master of Business Administration, Data Science, amity University

Data Analytics, Computer Science, amity University

Public links

github: https://github.com/chan19b

profound.me: https://profound.me/cb19