---
title: "Nilesh Chhajed - Chief Customer Officer in Greater Bengaluru Area | Tal"
description: "Meet Nilesh Chhajed, CCO | Digital Transformation | SaaS CS at Scale | Predictive Retention & NRR Growth | RTM, Logistics & Enterprise | AI-Built | IIM-A based in Greater Bengaluru Area. AI stack includes claude, gemini, and ChatGPT."
image: "https://tal.club/meet/nilesh-chhajed/share-image"
---

# Nilesh Chhajed on Tal

## 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

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

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