---
title: "Niladri Mitra - Customer Success Manager in Bengaluru | Tal"
description: "Meet Niladri Mitra, CS, Account, Product & Project Management, GTM | Ex - Appknox, Sprinto, SendX, Matters.AI based in Bengaluru. AI stack includes claude code, claude, and codex. Explore public work links including github."
image: "https://tal.club/meet/niladri-mitra/share-image"
---

# Niladri Mitra on Tal

## 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

[View the original profile](https://tal.club/meet/niladri-mitra)

```json
{
  "@context": "https://schema.org",
  "@graph": [
    {
      "@type": "Person",
      "@id": "https://tal.club/meet/niladri-mitra#person",
      "name": "Niladri Mitra",
      "url": "https://tal.club/meet/niladri-mitra",
      "image": "https://tal.club/meet/niladri-mitra/profile-photo.jpg",
      "description": "Meet Niladri Mitra, CS, Account, Product & Project Management, GTM | Ex - Appknox, Sprinto, SendX, Matters.AI based in Bengaluru. AI stack includes claude code, claude, and codex. Explore public work links including github.",
      "jobTitle": "Customer Success Manager",
      "worksFor": {
        "@type": "Organization",
        "name": "Matters.AI"
      },
      "hasOccupation": {
        "@type": "Occupation",
        "name": "Customer Success Manager"
      },
      "homeLocation": {
        "@type": "Place",
        "name": "Bengaluru"
      },
      "alumniOf": [
        {
          "@type": "EducationalOrganization",
          "name": "Welingkar Institute of Management"
        },
        {
          "@type": "EducationalOrganization",
          "name": "SCT Institute of Technology (VTU Belagavi)"
        }
      ],
      "knowsAbout": [
        "claude code",
        "claude",
        "codex",
        "geminicli",
        "github copilot",
        "mcp"
      ],
      "sameAs": [
        "https://github.com/whoisniladri"
      ],
      "mainEntityOfPage": {
        "@id": "https://tal.club/meet/niladri-mitra#webpage"
      }
    },
    {
      "@type": "ProfilePage",
      "@id": "https://tal.club/meet/niladri-mitra#webpage",
      "url": "https://tal.club/meet/niladri-mitra",
      "name": "Niladri Mitra on Tal",
      "description": "Meet Niladri Mitra, CS, Account, Product & Project Management, GTM | Ex - Appknox, Sprinto, SendX, Matters.AI based in Bengaluru. AI stack includes claude code, claude, and codex. Explore public work links including github.",
      "dateModified": "2026-09-27T15:18:54.167Z",
      "isPartOf": {
        "@id": "https://tal.club/#website"
      },
      "mainEntity": {
        "@id": "https://tal.club/meet/niladri-mitra#person"
      },
      "primaryImageOfPage": {
        "@type": "ImageObject",
        "url": "https://tal.club/meet/niladri-mitra/profile-photo.jpg",
        "contentUrl": "https://tal.club/meet/niladri-mitra/profile-photo.jpg",
        "caption": "Niladri Mitra profile photo on Tal"
      },
      "inLanguage": "en-IN"
    }
  ]
}
```