Headline

Building Customer Success | AI-Led & Human-driven SEO

About

Senior leader with 8+ years of experience building customer success functions, leading multi-disciplinary teams, and driving revenue growth across fast-scaling SaaS and operations-led businesses. Experienced in managing North American and global enterprise clients, driving customer success at scale across US, APAC, and India-based organizations. I specialize in designing processes, owning P&Ls, managing enterprise accounts, and leading cross-functional execution across Product, Sales, and Operations. At Gushwork, I helped build the foundations of the CS team, owned 40% of the client portfolio, and led the rollout of new AI-agent programs. Previously at Awign, I managed operations for three business verticals before moving into Enterprise Solutions, where I handled deal closures, commercial structuring, and ownership of gross margins. I maintained 30–40% margins across all new accounts and added ₹40 crore in ARR to the enterprise client portfolio during my tenure.

Location

Bengaluru

AI stack

anthropic apis

claude code

claude

codex

gemini

github copilot

Work experience

Senior Manager, Customer Success at Gushwork, Dec 2024 - Present · 1 yr 10 mos, Greater Bengaluru Area, - Managed a portfolio of North American SMB and mid-market clients, driving high adoption of AI-agent workflows and delivering measurable business impact across accounts. - Built the foundational CS function including playbooks & processes, account workflows, onboarding frameworks, reporting cadences, and cross-functional operating rhythms with Product, Sales, and Ops. - Led renewal and expansion motions for US-based customers, improving net retention while owning the P&L for ~40% of the company’s client base. - Conducted QBRs, roadmap discussions, and success planning with US C-level stakeholders to align on automation goals and long-term value realization. - Designed and implemented the complete upsell and cross-sell engine, and trained new CSMs in opportunity identification, value articulation, and customer enablement - Defined onboarding and success workflows for two new AI-agent product lines, enabling adoption at scale and improved new-customer activation rates by ~15–20% across North American and global accounts. - Led a team of 7 CSMs, overseeing account health, escalations, cost management, and delivery of customer outcomes.

Entrepreneur in Residence at Awign, Mar 2024 - Oct 2024 · 8 mos, Bangalore Urban, - Led a cross-functional leadership team of 15+ members managing the Marketplace initiative, including operations, tech, vendor management, and client engagement, to ensure a seamless experience for all stakeholders. - Designed and refined a marketplace framework, achieving a 95% match rate of client requirements with vendors within 24-hour SLA, optimizing product adoption and enhancing customer satisfaction. - Drove 20% growth in platform efficiency by implementing strategic initiatives, ensuring improvements aligned with customer needs and business objectives. - Built strong relationships with vendors and clients, increasing engagement by 40% through targeted customer onboarding and training, and maintained a 98% client satisfaction rate for approved vendor work. - Utilized data analytics to optimize the matching process, improving platform performance by 25%, and proactively addressing customer needs to drive product adoption and success. - Collaborated with Account Managers and Executives to identify upsell and cross-sell opportunities, ensuring customer retention and long-term success. - Contributed to the product roadmap by gathering feedback loop management from customers and stakeholders, ensuring the platform evolved to meet changing needs and expectations.

Senior Manager - Solutioning and Customer Success at Awign, Nov 2022 - Nov 2023 · 1 yr 1 mo, - Managed team leadership of 25+ employees, providing guidance, setting KPI & metric tracking, and ensuring the successful execution of tasks across multiple business functions. - Directed a dynamic Solution Implementation Team focused on finalizing deals and delivering services across key verticals including SaaS, Calling, Audits, Last Mile Delivery (LM), Business Development, Digital Gigs, and Due Diligence. - Ensured stakeholder alignment by maintaining regular communication to drive upsell and cross-sell opportunities, supporting business growth and customer success. - Managed program strategy & execution budgets and timelines, ensuring timely delivery of projects within allocated resources and ensuring customer satisfaction. - Identified and implemented process improvements, driving operational efficiency, reducing costs, and enhancing overall productivity. - Collaborated closely with cross-functional teams to develop and execute growth strategies, optimizing delivery and service outcomes for clients. - Led commercial decisions by drawing up costing structures and finalizing client commercials, consistently finding a balance between achieving gross margins and maintaining strong client relationships.

Manager - Solutioning and Customer Success at Awign, Sep 2021 - Dec 2022 · 1 yr 4 mos, Bengaluru, - Served as the primary point of contact for global clients headquartered in the US and APAC, delivering projects across operations, audits, and digital workforce programs. - Collaborated with US-based client teams on project scope, SLAs, performance reviews, and process optimization. - Supported large-scale onboarding and program rollouts for North America-facing workflows, ensuring smooth execution within strict SLAs. - Leveraged operational expertise to streamline systems and procedures, significantly enhancing project efficiency and reducing execution time across business functions. - Conducted thorough analyses of client challenges, aligning their needs with Awign's services to draft solution implementation & strategy. - Led the creation and sign-off of SOPs, SLAs, and deliverables from both Awign and client sides, ensuring smooth project lifecycle management and clear expectations for all stakeholders. - Developed process documentation that aligned with organizational standards, enabling consistency and compliance across multiple departments. - Quantified effort and resources required for each project, using data-driven insights to draft accurate costing and commercial proposals. - Led the negotiation and finalization of commercials for projects, ensuring alignment with client expectations while maintaining strong gross margins. - Played a key role in driving deal closures, consistently achieving the highest gross margin percentage, outpacing peers by at least 70% in closures and efficiency. - Evaluated vendor proposals for technology solutions, ensuring the most cost-effective and efficient solutions were selected to meet both client and business needs.

Operations Manager at Awign, May 2019 - Nov 2021 · 2 yrs 7 mos, Bengaluru, Karnataka, India, - Setup operational systems and processes and run the operations function for your respective Vertical. - Took up existing projects and optimized them by closely working with the product team. - Owned the PL for projects and took new initiatives to drive additional revenue. - Handled general operations which include daily execution, driving volume, tracking progress, highlighting flags, and daily reporting. - Set goals/KPI/target for the entire (10+) team members. - Executed complex operations and solved problems persistently and at a lightning speed. - Was responsible for client experience, handling all client escalations, and solving them systematically. - Was accountable for the cost of operations, driving efficiency and productivity to drive lean operations.

Senior Site Engineer at Excel Enterprise, Jul 2018 - Mar 2019 · 9 mos, Bengaluru, Karnataka, India, - Was the Senior Site Engineer for both the Fabrication unit and the Construction site. - Was responsible for the fabrication of the stress and load-bearing structures of the metro station's frameworks. - Handled a team of 40 skilled employees working on the fabrication of the truss and other metal structures. - Extensively worked for the Namma Metro project connecting Byapanahalli and White Field.

Education

Bachelor of Engineering - BE, Mechanical Engineering, JYOTHY INSTITUTE OF TECHNOLOGY, BANGALORE

Public links

0.0.0.40: https://0.0.0.40/