Headline

Strategic Accounts | Enterprise Customer Success | Technical Adoption | Executive Stakeholder Management | SaaS | API Platforms | Pre-Sales & Account Growth

About

Enterprise Customer Success and Strategic Accounts leader with 18 years of experience. I help enterprise SaaS companies grow revenue, retain strategic customers, and deliver complex technology programmes. I operate in regulated environments where compliance is not optional and scale is measured in millions rather than sprints. I have built executive governance frameworks that helped sustain 99.95% uptime, 100% SLA compliance and enabled commercial expansion within strategic enterprise accounts. I also work on the other side of the revenue line: discovery, executive demos and proofs of concept, taking enterprise opportunities from first conversation through to signed scope and then delivering them myself. Sourcing revenue and then being accountable for it is a rarer combination than it should be, and it is the part I enjoy most. Eighteen years across BFSI, telecom and pharma. Matrixed teams across four continents.

Location

Bengaluru

AI stack

claude code

claude

cursor

gemini

github copilot

lovable

Work experience

Senior Manager - Customer Success at DigitalAPICraft, Mar 2023 - Present · 3 yrs 7 mos, Bengaluru, ▸ Orchestrated end-to-end customer success and technical delivery for a $5M+ global SaaS and managed services portfolio spanning 7+ concurrent enterprise projects across Banking, Telecom, and FinTech, sustaining 95%+ CSAT and 15%+ YoY ARR growth across all active accounts. ▸ Spearheaded a $2.5M on-premise Apigee enterprise deployment for Canara Bank, negotiating and securing a 5-year managed services contract by delivering measurable SLA improvements, BCP/DR compliance, and evergreening. ▸ Engineered AI-driven pre-sales workflows, integrating GenAI frameworks to construct competitive landscapes, SaaS pricing structures, and API ecosystem architecture visuals, compressing enterprise deal cycles from discovery to signed contract and materially improving demo-to-close conversion rates. ▸ Directed strategic account delivery for 12+ global tier-one clients across Americas (T-Mobile), Europe (HSBC, Compare the Market, DKV Mobility, SRG SSR), APAC (Canara Bank, K-Bank, Khan Bank, PSMA), and Africa (Chenosis), serving as the primary CXO-level SPOC for all escalations. ▸ Scaled and led a cross-functional matrixed team of 50+ global professionals, owning full workforce planning, strategic hiring, cross-project resource optimization, and semi-annual performance appraisal cycles to maintain delivery excellence. ▸ Championed revenue expansion strategy through disciplined upselling, ROI-based subscription renewals, and RFP win leadership, driving measurable NRR improvement and reducing time to value for net new enterprise customers. ▸ Governed full P&L lifecycle including contract management, milestone billing, invoicing, and cost optimization, leveraging AI generated executive dashboards to present financial projections and resource utilization data to C suite stakeholders. ▸ Maintained enterprise grade operational rigor by managing RAID logs, overseeing VAPT audit closure cycles, and directing GCP Cloud Armor security configurations across all Apigee hosted environments.

Project Manager at DigitalAPICraft, Apr 2020 - Feb 2023 · 2 yrs 11 mos, Bengaluru, Karnataka, Ensure process compliance and delivery excellence across projects while handling tactical matters and business needs.

Project Leader at Technosoft corporation, Jun 2015 - Dec 2019 · 4 yrs 7 mos, Bangalore, Managed complex projects for pharmaceutical clients with a focus on content management solutions • Enterprise SaaS Administration: Managed Sitecore CMS for Fortune 500 Pharma clients, ensuring seamless content delivery. • ServiceNow Management (ITSM) Leadership: Led the ITSM team and managed day-to-day operations, including weekly reviews and change management calls. • Client & Stakeholder Management: Served as the Business Unit representative for Quarterly Business Reviews (QBRs) • Strategic Collaboration: Partnered with the leadership team at IQVIA for decision-making and project alignment.

Project Lead at Microland Limited, Apr 2014 - Jun 2015 · 1 yr 3 mos, Bangalore Area, India, Build enhancements to manage GE products through B2B integration with Service Now.

Senior Software Engineer at FUTURE MINDS, Jan 2011 - Mar 2014 · 3 yrs 3 mos, Develop web application, eLearnWeb, which involves modules for students to take up studying lessons through a customised lesson plan which is created dynamically.

Research Associate at Indian Institute of Science (IISc), Jan 2010 - Dec 2010 · 1 yr, Bangalore, Develop applications for image reconstruction for various Non-Destructive Testing experiments like Digital Image Co-relation and Infrared thermograph. Develop and maintain website for the Department of Aerospace Engineering

Education

Master of Science - MS, Temple University

MS, Electrical and Computer Engineering, Temple University