Headline

Customer-Obsessed Leader in Community & CX | Powering AI-Led Adoption and Scalable, Self-Serve Customer Experiences

About

I build customer enablement ecosystems that turn complex products into scalable, self-serve experiences, driving adoption, reducing support load, and improving customer outcomes. Over the past 8+ years in SaaS and cybersecurity, I’ve led community, learning, and documentation functions end-to-end, transforming them from support assets into strategic growth drivers. Impact highlights: • Scaled a 30K+ customer community, improving case deflection from 8% to 62% • Built a Customer Enablement Center of Excellence from the ground up • Increased digital engagement by 30% through structured learning and content strategy • Led global teams (15+) across documentation, community, and training I specialize in: • Customer Enablement & Digital Adoption (self-serve, onboarding, certification) • Community-Led Growth & Customer Advocacy • Technical Documentation Strategy (user guides, APIs, release content) • AI-enabled learning and content ecosystems • Data-driven optimization (KCS, analytics, content performance) With AI reshaping how users interact with products, I’m focused on building intelligent, scalable enablement systems that combine automation, analytics, and human-centered design. I’m currently exploring leadership opportunities in Customer Enablement, Community, and Digital Experience where I can scale impact globally.

Location

Bengaluru

AI stack

claude code

elevenlabs

gemini

mcp

notebooklm

openai

Work experience

Senior Manager- Community and Customer Experience at Black Duck, May 2026 - Present · 5 mos, Bengaluru, Karnataka, India, Leading global strategy and operations for the Black Duck Community, I build scalable, data‑driven ecosystems that elevate customer experience and foster meaningful engagement globally. My role spans customer journey design, localization, and engagement programs that strengthen adoption, increase customer value, and create meaningful connections throughout the customer lifecycle. By leveraging data, behavioural insights, and performance metrics, I drive initiatives that optimize reach, improve experience outcomes, and support measurable business impact through cross-functional collaboration.

Manager- Community and Learning at Gurucul, Jun 2022 - May 2026 · 4 yrs, Remote, * Led a global cross-functional team of 10+ (community, documentation, learning) to deliver scalable enablement across multiple SaaS applications, improving customer onboarding and product adoption. * Built and scaled a partner and customer community, increasing peer-to-peer resolution and improving case deflection from 8% to 62%, significantly reducing support dependency. * Designed and implemented role-based onboarding, learning paths, and certification programs, accelerating user proficiency and driving faster time-to-value. * Owned the end-to-end documentation lifecycle across products, improving content clarity and consistency, resulting in reduced support escalations and better user experience. * Developed high-impact tutorials, videos, and self-serve learning modules, increasing digital engagement by 30% and improving product adoption. * Optimized documentation discoverability and aligned content with real customer use cases, reducing support tickets and improving self-service success rates. * Partnered with Product and Engineering across releases to ensure documentation accuracy and readiness, minimizing post-release friction and support gaps. * Established content governance frameworks and standards, improving content quality, consistency, and reusability across global teams. * Built analytics dashboards to track content, learning, and community performance, enabling data-driven decisions to improve engagement and effectiveness. * Leveraged customer feedback loops from community and support channels to influence product improvements, documentation strategy, and learning initiatives.

Customer Community & Knowledge Specialist at Trellix, Feb 2020 - Jun 2022 · 2 yrs 5 mos, Bengaluru, Karnataka, India, * Led APJ customer support community strategy and execution, scaling engagement across regional customers and partners. * Designed and implemented community programs and initiatives, improving knowledge sharing, customer engagement, and case deflection. * Conducted data-driven analysis across community and support channels, enabling cross-functional decisions to improve content strategy and user experience. * Delivered customer and partner training programs, increasing product understanding and reducing dependency on support teams. * Owned publishing and governance of critical technical content, improving knowledge base quality and accessibility. * Collaborated with Customer Support Engineers, SMEs, and Marketing to build and maintain internal and external knowledge bases, enhancing content accuracy and coverage. * Partnered with Customer Success teams to develop content strategies that improved case deflection and customer self-service adoption. * Managed community interactions at scale, including query resolution, field notices, and technical bulletins, improving customer satisfaction and engagement. * Organized customer-facing events and expert sessions, strengthening customer relationships and increasing platform adoption.

Technical Writer at Epicor Software, Feb 2019 - Dec 2019 · 11 mos, Bengaluru Area, India, • Develop online content guide, user manuals, installation guides, etc. for manufacturing, distribution, and ERP products • Collaborate with SMEs and scrum teams, participate in sprint meetings for requirement gathering • Standardize content across mediums and platforms • Document content to assist installers and users in configuring products • Design product walk-throughs (guided and interactive learning) using WalkMe • Coordinate with development, product management, customer support, and UX design team • Review process to ensure complete accuracy • Participate in agile processes by aligning them to DDLC

Senior Content Specialist at Eurofins IT Solutions India Pvt. Ltd, Jul 2018 - Oct 2019 · 1 yr 4 mos, Bangalore, • Design and execute internal Wikipedia (KGDPedia) • Develop HTML pages across multiple software products • Generate exciting course content and learning activities • Liaise with subject matter experts to understand training needs for the target audience • Convert Key Group Documents of the company into user-friendly e-learning modules that are WCAG compliant using Articulate • Document software product details and share with teams • Convert documents into various formats such as HTML, videos, PPTs, etc. • Interact with clients for data and discuss project milestones to ensure successful project delivery • Create SOPs for different procedures and applications

Education

Master of Business Administration (MBA), Human Resources Management and Services, IBMR, Ahmedabad

BA Communicative English (Triple Main) with Communicative French, Literature, Journalism and Culture and Communication., Mahatma Gandhi University, Kottayam