Headline

CCO | Digital Transformation | SaaS CS at Scale | Predictive Retention & NRR Growth | RTM, Logistics & Enterprise | AI-Built | IIM-A

About

There’s a world of difference between fixing churn after the fact and building systems that make churn a predicted, preventable event. I’ve closed that gap five times across multiple companies and global markets. Grounded in Fixed Reality: Before scaling SaaS, I ran a 1,000+ outlet FMCG distribution business across central Mumbai—managing beat planning, distributor economics, and secondary sales for SC Johnson, Emami, and Dabur. When I sit with FMCG or CPG leadership today, I understand the last-mile operational constraints they’re actually solving for—not just the software features sitting on top. Scalable Architecture (5X Proven): - 5D Health Score: Tracks adoption, support volume, financial exposure (AR vs MRR), growth pipeline, and engagement drift—signaling risk long before a client escalates. - Revenue Predictability Engine: Deal-level expansion tracking with probability, owner, and timeline. High probability deals become commits backed by cross-functional priority; the rest form buffer math to make forecasting predictable. - Commercial Governance: Moves MRR changes, discount approvals, and expansion triggers into structured, executive-level workflows. What I've built with AI: - Custom Health Dashboard: Integrated Zoho CRM, Desk, and Books via AppScript and Claude into BU-level views with role-based access control. - AI-Powered Onboarding: Auto-configures live instances using call transcripts, emails, and RFPs from Day 1—compressing setup from months to days without waiting for a BRD. - Qualitative Risk Pilot: Layers email sentiment, escalation patterns, and expectation drift directly onto core health models. Scale & Global Impact: - Leadership: Built and led a 150-person global CS, Support, and Services org across India, SEA, MEA, and the Americas. - Revenue Footprint: Managed ₹200Cr (~$20M) ARR at peak, serving enterprise FMCG, logistics, and CPG clients across 40+ countries. Next Target: A CS Leadership seat with real commercial accountability (NRR ownership, expansion targets, seat at the revenue table)—ideally in distribution, retail, logistics, or FMCG where operational empathy and field credibility matters.

Location

Greater Bengaluru Area

AI stack

claude

gemini

ChatGPT

Fireflies.ai

Glean

Google ADK

Work experience

Chief Customer Officer at Bizom, Aug 2025 - Present · 1 yr 1 mo, Bengaluru, Karnataka, India, Returned to build the C-suite CS function, leading a 150-person Customer Success, Professional Services, and Support org. Shifted Bizom from a reactive, region-led model to a structured, data-driven retention and expansion engine while maintaining continuity across a complex enterprise base. SYSTEMS BUILT — NET-NEW: - Health Score v1: 5D model (adoption, service, financial, growth pipeline, engagement) delivering predictive risk signals 3–6 weeks before leadership visibility. Includes an AI pilot analysing email conversation sentiment and patterns. - Revenue Predictability Engine: Product-level expansion tracking with probability, owner, and timeline—moving month-end forecasting from instinct to structured commit math. - AI-Powered Onboarding: Ingests customer conversation transcripts, emails, and RFPs to auto-configure live instances on Day 1 without waiting for a BRD. Each additional call recording, email, or chat prompt drives incremental configuration changes on the live portal — cutting implementation timelines by up to 70% (live in days/weeks vs. months). - Core Infrastructure: CS Excellence Masterclass, Individual Development Program, CFO-gated MRR Approval Governance, and CS Central War Room. OUTCOMES: • +51% upsell/expansion across 22% of non-SME customer base via structured Annual Operating Plans in H2 2025 • Enterprise MRR protected at major at-risk accounts through executive intervention, business outcome realignment, and commercial renegotiation • 25%+ dormant accounts reactivated; 1/3rd of existing MRR base back in active expansion motion • 60+ day AR overdue reduced by 44% • +14% MRR per adjusted FTE • 20%+ of customer base on signed Annual Operating Plans — a CS-owned commitment document, net-new to Bizom

Vice President of Global Customer Success at Locus, Sep 2023 - Jul 2025 · 1 y 10 mo, Bengaluru, Karnataka, India, Led a 40+ person global CS organisation across India, SEA, APAC, MEA, North America, and South America — managing enterprise accounts in FMCG, CPG, e-commerce, logistics, and 3PL sectors across 30+ countries, including Unilever and PMI Group across multiple countries and regions. KEY MOVES: - Vertical pivot: Refocused enterprise CS motion on FMCG/CPG, Industrial, and Retail — reducing exposure to e-commerce accounts where Locus faced structural retention headwinds. FMCG/CPG represented approximately half of Locus revenue and had the strongest land-and-expand profile; this became the primary retention and growth thesis. - Gainsight implementation: Deployed as CS platform of record with playbooks, workflows, and health-score-based account management. Shifted the operating model from relationship-intuition to signal-driven engagement — giving the team structured visibility into risk and expansion opportunity across a complex multi-country portfolio for the first time. - International team build: CS presence established in 4 new international markets within 18 months, scaling while maintaining enterprise account quality across existing large, multi-country deployments. OUTCOMES: • NRR improved from early 90s to consistently positive at org level; international markets reached 120%+ NRR • CS teams built in 4 new international markets within 18 months • Enterprise revenue concentration risk reduced through vertical and account base diversification • CAP (Customer Asks and Priorities) implemented as structured CS-to-Engineering/Product feedback mechanism

Vice President Customer Success at Loop, Feb 2022 - Jan 2023 · 1 yr, Greater Bengaluru Area, Built Loop Health's CS function from zero to 25+ team members (CSMs + CS Ops) in under 12 months — in corporate health insurance, a commoditised industry with no prior CS culture or tooling. Industry baseline: approximately 15% annual logo churn. WHAT WAS BUILT: CS team and operating model from scratch. Implemented PlanHat as CS platform of record, introducing health-score-based proactive engagement to an industry that had historically operated on reactive account management. OUTCOMES: • Approximately 5% logo churn achieved vs approximately 15% industry baseline — around 1/3rd of benchmark • 200% NRR within Year 1, through cross-sell and improved underwriting margin • Per-customer ARR doubled through structured cross-sell of complementary health and employee benefit products • 1.7x improvement in ARR per CSM in final two quarters, driven by data-led engagement replacing relationship-intuition • 2x ARR growth supported without proportional team scaling

Senior Director Customer Success at LeadSquared, Jan 2021 - Feb 2023 · 2 y 1 mo, Bengaluru

Education

Master of Business Administration - MBA, Business Administration and Management, General, Indian Institute of Management Ahmedabad

Bachelor's Degree, Business/Commerce, General, University of Mumbai