Headline

Cloud Customer Success Leader ★ AWS SaaS & DNS | Subscription Lifecycle ➤ Retention Strategy | Enterprise Escalations | Process Automation

About

➤ Customer Success & Cloud Support professional with 4+ years of experience managing enterprise SaaS and cloud customers within AWS environments. ★ Core impact areas: • Enterprise Account Lifecycle Management • Subscription Renewal & Expansion Strategy • AWS Marketplace & Route 53 Operations • Critical Incident & Escalation Leadership • DNS & Infrastructure Troubleshooting • CSAT & Retention Optimization ➤ Proven record of: • Improving CSAT by 24% • Reducing response time by 1 hour through structured incident frameworks • Designing workflow automation reducing manual effort by 30% • Supporting 99.9% uptime for strategic enterprise accounts ➤ Experienced in cross-functional collaboration across Engineering, Product, ISVs, and Automation teams, driving customer value realization and operational efficiency. Actively positioned for: • Senior Customer Success Manager • Cloud Account Manager • Enterprise SaaS CSM • Customer Retention & Growth Lead • Technical Account Manager (TAM)

Location

Bengaluru

AI stack

claude

gemini

ChatGPT

Work experience

Technical Customer Success Specialist – Route 53 & AWS Marketplace (L4) at Amazon Web Services (AWS), Mar 2025 - Oct 2025 · 8 mos, Amazon Web Services (AWS) | 03/2025 – 09/2025 | Bengaluru ➤ Managed enterprise portfolios across AWS Marketplace & Route 53 ➤ Oversaw full subscription lifecycle: onboarding, health tracking, renewals & churn mitigation ➤ Resolved advanced DNS & infrastructure issues maintaining 99.9% uptime ➤ Partnered with ISVs on licensing, billing & procurement resolution ➤ Led critical technical escalations in collaboration with engineering teams ➤ Designed SOPs & automated workflows reducing manual effort by 30% ➤ Delivered structured VoC insights influencing product enhancements

Technical Customer Success Specialist – Account Access (L4) at Amazon Web Services (AWS), Jun 2021 - Mar 2025 · 3 yrs 10 mos, Bangalore Urban, Karnataka, India, Amazon Web Services (AWS) | 06/2021 – 03/2025 ➤ Managed enterprise customer relationships ensuring service optimization ➤ Led high-priority outage escalations restoring service within SLA ➤ Designed incident response framework improving CSAT by 24% ➤ Spearheaded 9 process improvements & 27 policy refinements ➤ Partnered with tooling teams to enhance automation & workflow accuracy ➤ Served as Quality Auditor maintaining communication excellence

Technical Customer Success Associate at Amazon Web Services (AWS), Nov 2020 - Jun 2021 · 8 mos, Bangalore Urban, Karnataka, India, Amazon Web Services (AWS) | 11/2020 – 06/2021 ➤ Supported enterprise onboarding & service enablement ➤ Contributed to case management system migration ➤ Selected for Account Security specialty team (risk mitigation & access advisory) ➤ Managed operational site responsibilities

Education

Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering, Presidency University Bangalore

PCME, Bishop Cotton Women Christian Law College, Bangalore