Headline

CS, Account, Product & Project Management, GTM | Ex - Appknox, Sprinto, SendX, Matters.AI

About

I am a Technical Customer Success and Account Management professional with 9+ years of experience across B2B SaaS, cybersecurity, compliance automation, data security, application security, email infrastructure and developer-focused products. I work at the intersection of Customer Success, Product, Technology and GTM. My experience covers the complete post-sales lifecycle, including technical onboarding, implementation, product adoption, customer health, executive reviews, escalations, renewals, retention, expansion and customer advocacy. I have managed enterprise portfolios of up to $3M ARR, delivered 110% net revenue retention and 98% gross revenue retention, and built an $800K upsell and cross-sell pipeline. I have also led 450+ technical security POCs with a 90%+ closure rate and managed a 90+ account portfolio with 100% renewals and zero churn. I have worked with Fortune 500 companies, financial institutions and high-growth SaaS businesses, including Unilever, Shell, Samsung, HDFC Bank, Commercial Bank of Qatar, HackerRank, Whatfix, Nium, PayU and Groww. What I bring: • Enterprise Customer Success and Strategic Account Management • Technical onboarding, implementation and API integration • Product adoption, customer health scoring and lifecycle management • QBRs, EBRs, success plans and executive stakeholder management • Retention, renewals, NRR, GRR, upselling and cross-selling • Escalation management, SLA ownership and incident coordination • Customer Success operations, playbooks and renewal automation • Voice of Customer programmes and product roadmap feedback • RFP responses, vendor TPRM and technical pre-sales support • Cross-functional collaboration with Product, Engineering, Sales, Support and Marketing My technical and domain experience includes REST APIs, Postman, CI/CD, GitHub, JIRA, Salesforce, HubSpot, Pylon, Pendo, Intercom, Metabase, SAST, DAST, DSPM, CSPM, database activity monitoring, SOC 2, ISO 27001, GDPR, HIPAA and security compliance workflows. I also build AI-assisted Customer Success workflows using GPT, Claude and Make.com to automate account research, customer communication, health monitoring, QBR preparation, follow-ups and internal CS operations. I am most effective in complex B2B SaaS environments where customers require both strong relationship management and the ability to understand technical products, security requirements, implementation challenges and measurable business outcomes. Portfolio: https://whoisniladri.com/ Writing: https://whoisniladri.substack.com/ Email: whoisniladri@gmail.com

Location

Bengaluru

AI stack

claude code

claude

codex

geminicli

github copilot

mcp

Work experience

Customer Success Manager at Matters.AI, Nov 2025 - Jul 2026 · 9 mos, Bengaluru, Karnataka, India, • Worked as designated Customer Success Manager, owning enterprise DSPM, DAM, CSPM, endpoint-security and compliance accounts across onboarding, implementation, adoption, customer reviews, escalations, renewals and expansion. • Converted cloud, Kubernetes, database, API and security requirements into delivery plans and coordinated Product, Engineering, Solutions and customer security teams through implementation and incident closure. • Helped operationalise Customer Success through JIRA and Pylon, improving account tracking, escalation management, handoffs and process automation.

Customer Success Consultant at SendX, Sep 2024 - Oct 2025 · 1 yr 2 mos, Bengaluru, Karnataka, India, Previously SENDWORKS - SendX, SendPost and SendVerify • Managed a $1.2M ARR portfolio of 50+ accounts and served as the primary contact for onboarding, product support, API integrations, technical discovery, adoption and account growth. • Achieved 85% feature adoption, led the SendPost API beta with 15 customers, generated $125K in pre-launch commitments and reduced Shopify and Stripe implementation time by 40%. • Supported customers sending 100M+ emails monthly and reduced technical escalations by 35% through API guides, documentation and weekly workshops. Tools used: HubSpot, Intercom, and Linear.

Senior Manager - Customer Success at Appknox, Jan 2023 - Apr 2024 · 1 yr 4 mos, Bengaluru, Karnataka, India, I led post-sales success for a $3M ARR enterprise portfolio at Appknox, a mobile application security platform serving global enterprises and regulated businesses. My role combined team leadership, executive account management, technical adoption, renewals, expansion, commercial support and cross-functional delivery. Key contributions: • Delivered 110% net revenue retention across the enterprise portfolio. • Led junior Customer Success Managers and product support engineers, improving onboarding quality and owning complex customer escalations end to end. • Created an $800K upsell and cross-sell pipeline across accounts including Unilever, Shell, Samsung, HDFC Bank and Commercial Bank of Qatar. • Achieved 100% QBR completion and increased product and feature adoption by 85% through stakeholder mapping, account-health tracking and structured success plans. • Advised security and AppSec teams on SAST and DAST programme adoption, assessment cadence, vulnerability prioritisation, remediation follow-through and executive reporting. • Built account plans connecting customer priorities, adoption signals, renewal risks and expansion opportunities. • Led executive reviews, enterprise RFP responses and vendor TPRM workflows, partnering with Sales, Product, Engineering and Support. • Converted customer feedback into product roadmap inputs and partnered with Marketing on go-to-market programmes. Tools used: HubSpot, Pendo, Metabase and Crisp.

Customer Success Manager at Sprinto, Jul 2021 - Dec 2022 · 1 yr 6 mos, Remote, I managed Customer Success for more than 90 SaaS companies using Sprinto to prepare for and maintain compliance programmes including SOC 2, ISO 27001, GDPR, HIPAA, HITRUST and CCPA. I guided customers from onboarding and control mapping through product adoption, evidence collection, audit preparation, renewals and ongoing compliance management. Key contributions: • Managed a portfolio of 90+ SaaS customers, including HackerRank, Whatfix, Nium, Anaconda and PensionBox. • Helped deliver a record seven-day journey from product adoption to auditor sign-off by coordinating onboarding, integrations, evidence collection and audit readiness. • Achieved a 100% renewal rate and zero churn across the managed account portfolio. • Maintained 100% QBR completion through structured success planning and regular customer reviews. • Sustained customer satisfaction of 9/10 and NPS scores between 9 and 10. • Coordinated with auditors, customer leadership, security stakeholders, Product and Engineering teams to remove implementation and compliance blockers. • Translated complex security and regulatory requirements into clear customer actions, product workflows and achievable compliance milestones. • Identified adoption risks early and worked with customers to improve product usage, programme ownership and renewal readiness.

Technical Account Manager at Appknox, Jan 2019 - Jul 2021 · 2 yrs 7 mos, Bengaluru, Karnataka, India, I managed technical pre-sales, onboarding, support, adoption, and escalation programmes for Appknox customers using SAST and DAST capabilities to assess mobile application security. I worked between customers, sales, product, security researchers, and engineering teams to translate technical requirements into successful evaluations and long-term product adoption. Key contributions: • Led more than 450 security proof-of-concept assessments and achieved a 90%+ POC-to-closure rate. • Delivered technical demonstrations and guided customer security teams through product evaluation and deployment. • Maintained 99.9% SLA compliance through proactive case monitoring and escalation ownership. • Reduced mean time to resolution by 40% by improving coordination between customers and engineering teams. • Onboarded more than 100 customers with a 90% onboarding completion rate. • Reduced incoming support tickets by 25% through product documentation and self-service guidance. • Used customer feedback and recurring support patterns to identify product gaps and recommend improvements. This role gave me a strong base in technical discovery, enterprise support, customer communication, and value-led product adoption.

Education

Post Graduate Diploma in Management, IT Projects Management, Welingkar Institute of Management

Bachelor of Engineering - BE, Computer Science and Engineering, SCT Institute of Technology (VTU Belagavi)

Public links

github: https://github.com/whoisniladri