---
title: "Sushanth Raj - Senior Manager, Customer Success in Bengaluru | Tal"
description: "Meet Sushanth Raj, Building Customer Success | AI-Led & Human-driven SEO based in Bengaluru. AI stack includes anthropic apis, claude code, and claude. Explore public work links including 0.0.0.40."
image: "https://tal.club/meet/sushanth-raj/share-image"
---

# Sushanth Raj on Tal

## 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/

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

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