Headline

Staff CSM at SentinelOne | Ex-Cisco | CCIE | Customer Success | Strategic Thinker | Problem-Solving Mindset | Sports Enthusiast

About

I help enterprises turn technology investments into measurable business outcomes — across customer success, technical support, and incident management. Most recently, as a Staff Customer Success Manager at SentinelOne, I worked directly with CISOs and IT leaders across BFSI and large enterprise accounts on threat management, compliance, and cybersecurity strategy, while identifying expansion and upsell opportunities aligned to customer objectives. Before that, I spent close to 4 years as a Customer Success Manager at Cisco Systems, managing a ~$20M portfolio across India and SAARC, spanning Enterprise Networking, Security, and Data Center architectures — driving product adoption and delivering a ~75% software renewal rate. I was recognized as a top-performing CSM for 3 consecutive quarters. Over 16 years in customer success, technical support, and incident management, I've: → Led and mentored a 20-member technical support team to 100% SLA compliance on high-severity incidents → Delivered ~75% software renewal rates across architectures at Cisco → Partnered across Sales, Product, and Engineering to turn technical resolution into customer retention and trust → Built executive-level relationships with CISOs and IT decision-makers on cybersecurity best practices I'm CCIE certified, ITIL 4 certified, and a Cisco Certified Customer Success Manager — and I use AI tools like Claude and NotebookLM daily to sharpen how I run QBRs, manage cases, and scale customer conversations. Always open to connecting with fellow customer success, technical support, and cybersecurity leaders.

Location

Bengaluru

AI stack

notebooklm

claudecode

Work experience

Staff Customer Success Manager at SentinelOne, Jul 2025 - May 2026 · 11 mos, Bengaluru, Karnataka, India, • Onboarded and managed strategic BFSI and large-enterprise clients, ensuring smooth adoption of cybersecurity solutions and driving long-term retention. • Rewarded for upsell and cross-sell on enterprise accounts. • Partner with cross-functional teams (Sales, Product, Security Engineering) to accelerate issue resolution, reduce escalation risk, and strengthen customer trust. • Identify and execute expansion, upsell, and cross-sell opportunities by mapping customer business goals to cybersecurity offerings. • Develop account plans and success roadmaps to maximise customer satisfaction, retention, and long-term partnership value.

Operations Manager at Cisco, Oct 2024 - Jul 2025 · 10 mos, Hybrid, • Reduced the number of issues by 10% reported by customer by driving solutions health checks. • Drove 100% SLA compliance for high severity Incidents. • Leading the MBR and QBR highlighting the issue analyses, RMA details, Key concerns and Improvement areas. • Led the initiative of training the customer’s team to ensure they do L1 troubleshooting, better knowledge on Cisco Products and open tickets with required details resulting in reduced resolution time. • Supervised the proactive problem management initiative for various accounts leading to good customer satisfaction and preventing future issues from happening.

Customer Success Manager at Cisco, Feb 2021 - Nov 2024 · 3 yrs 10 mos, Hybrid, • Accomplished ~75% software renewals across different architectures. • Accelerated AOV growth in key accounts leading to increase business for organisation. • Outperformed 3 consecutive quarters, became top CSM and received multiple video testimonials from customer across different industry segments. • Drove the adoption of Cisco Solutions across Networking, Security, and Data Center architectures for Commercial, Public Sector, and Enterprise accounts, addressing adoption barriers and reducing renewal risks. • Collaborate with global teams, account leadership, and segment leaders to develop adoption strategies, address challenges, and execute action plans for key accounts. • Work with digital, business unit, and product management teams to align campaigns with customer segments, and engage with partners and SMEs to scale adoption efforts.

Customer Support Team Lead at Cisco, Jan 2013 - Feb 2021 · 8 yrs 2 mos, • Led a team of 20 customer support engineers across multiple shifts in a 24/7 operational environment, overseeing performance management, career development, and shift coverage. • Reduced case backlog by 11% through governance mechanisms, workload balancing, and SLA compliance frameworks. • Accelerated incident resolution by ~9% by driving strategic collaboration between Support, Lab, and Engineering teams—enabling faster environment replication and improved cross-team efficiency. • Owned end-to-end escalation management for strategic accounts; led root cause analysis (RCA) for complex production issues and drove permanent corrective actions. • Led the initiative of improvising the escalation process with engineering ensuring quality work on troubleshooting and bringing down the unnecessary escalations. • Designed and delivered training plans for customer-handling skills, technical troubleshooting, and process adherence across the team

IP Telephoy Adminstrator at IPsoft, Aug 2012 - Jan 2013 · 6 mos, Greater Bengaluru Area, Led the successful migration of 2500 stores from Avaya to Cisco with minimal disruption, played a key role in onboarding major clients like The Home Depot, collaborated with Cisco management on critical issues, and provided expert support in VoIP network implementation, troubleshooting, and root cause analysis.

Network Associate at Aricent, Aug 2011 - Jul 2012 · 1 yr, Gurgaon, India, Experienced in troubleshooting VOIP networks involving various IP telephony devices, ensuring seamless communication and connectivity. Proficient in working with core VOIP protocols including SCCP, SIP, MGCP, H.323, and SDP to diagnose and resolve signaling and media issues.

Technical Support Officer at Convergys, Nov 2010 - Aug 2011 · 10 mos, Gurugram, Haryana, India, Troubleshooting any issues related to Microsoft windows (XP, Vista and Windows 7) including diQerent types of installation

Education

Bachelors of Technology, Electrical, Electronics and Communications Engineering, Swami DeviDyal Institute of engineering and Technology

Bachelor of Technology, Electrical, Electronics and Communications Engineering, Kurukshetra university