Headline

Commercial & Customer Growth Leader | Scaled a $4M→$18M Enterprise Portfolio | SaaS | Building Revenue-Owning CS Functions | Design Thinker

About

Over 12 years in B2B SaaS — from wellness and beauty (Zenoti, US/EMEA/APAC) to enterprise BFSI (Intellect, Uncia) — I've built the commercial strategy behind account expansion: pricing structure, value cases, and executive relationships that convert into growth, not just renewals. At Intellect, I grew a banking platform portfolio across 52 enterprise accounts. I've built two CS functions from zero — playbooks, health scoring, onboarding cadences, and renewal pipelines — because scalable growth needs operating discipline behind it, not just relationship management. That discipline is how the number moves. It isn't the goal itself. Outside my day role, I build. Recently created a CS Leadership Command Center : Accountos.Live; an AI-native operating system for enterprise CS leaders — using Lovable, Claude Code, and Hyperagent. Live demo on request. I also hold 3 patents filed in India in enterprise analytics and data platforms, and teach Design Thinking to 10,000+ students and early-stage founders as visiting faculty — finding the right problem before building the right solution is a habit I bring into every account I run. 3 patents filed in India for innovative ideas in enterprise analytics and data platforms — reflecting a habit of thinking beyond execution into invention. Visiting Faculty, School of Design Thinking. Trained 10,000+ students and early-stage founders on finding the right problem before building the right solution.

Location

Chennai

AI stack

claude code

claude

gemini

github copilot

lovable

openai

Work experience

Head of Customer Success at UNCIA, Apr 2026 - Sep 2026 · 6 mos, Chennai, Tamil Nadu, India, 1) Joined as the founding Customer Success leader to establish and institutionalize the CS function for enterprise NBFC customers across LOS, LMS, and Supply Chain Finance platforms. 2) Designed and operationalized a structured Customer Success framework covering onboarding, adoption, governance, customer health monitoring, executive engagement, and growth motions. 3) Built foundational CS assets including health score models, survey frameworks, stakeholder communication templates, escalation governance structures, and implementation playbooks. 4) Explored AI-assisted workflow automation initiatives to streamline requirement interpretation, BRD readiness assessment, process visualization, and delivery risk identification. 5) Developed domain expertise across lending ecosystems including LOS, LMS, SCF workflows, DPD/NPA tracking, and operational processes.

Visiting Faculty & Honororium Consultant at School of Design Thinking, May 2024 - Mar 2026 · 1 yr 11 mos, Chennai, Tamil Nadu, India, • Engaged with 100+ academic institutions, introducing Design Thinking to 10,000+ students and helping them approach real-world problems through human-centered thinking. • Coached corporate executives, educators, and academic leaders on Design Thinking principles and tools, enabling them to uncover user needs and address real-life challenges in both professional and personal contexts. • Conducted masterclasses at forums including the Global Startup Summit Tamil Nadu and AICTE Innovation Ambassador programs, facilitating innovation and user-centric problem solving.

Assistant Vice President - Product Management (Growth) & Customer Success at Intellect Design Arena Ltd, Jul 2023 - Mar 2026 · 2 yrs 9 mos, Chennai, Tamil Nadu, India, Recruited through the company’s prestigious FuEL (Future Emerging Leaders) program to drive the go-to-market, product positioning, and customer adoption of the Enterprise Data Platform (eMACH.ai Sigma). 1) Led Customer Success for the Sigma Enterprise Data Platform across enterprise banking customers spanning EMEA, ANZ, Africa and India. 2) Managed executive stakeholder engagement, product adoption, value realization, and commercial expansion initiatives across customers. 3) Built and scaled the Customer Success function, introducing customer health scoring, onboarding playbooks, risk governance, and customer enablement frameworks. 4) Led GTM and platform positioning initiatives in partnership with Sales, Product, and Delivery teams to drive customer adoption and expansion opportunities. 5) Conducted executive reviews, customer workshops, and strategic account engagements to strengthen customer outcomes and long-term platform adoption. 6) Improved platform adoption by 76%, maintained 90%+ CSAT, and reduced support dependency through AI-driven automation and structured enablement programs.

Senior Business Analyst (CS & Expansion) at Zenoti, Jun 2020 - Jun 2023 · 3 yrs 1 mo, Hyderabad, Telangana, India, 1) Identified recurring customer reporting challenges and partnered with Product teams to shape and launch a self-service Analytics module. 2) Led customer adoption, commercial positioning, and expansion of Analytics and Data Lake offerings across enterprise, mid-market, and SMB customers. 3) Achieved 73% upsell conversion through ROI-led customer conversations, value realization initiatives, and customer advocacy programs. 4) Built and contributed to Customer Health Index initiatives enabling proactive customer risk identification and stronger adoption visibility. 5) Standardized SOW and requirement-gathering frameworks for analytics implementations, significantly improving delivery quality and operational efficiency. 6) Generated 14 customer testimonials and improved customer satisfaction through enhanced product experience and customer outcomes. 7) Led knowledge sharing, onboarding support, and solution reviews across a 12-member Analytics & Consulting team.

Coordinator, Student Placement Committee - Career Advisory Services at Xavier Institute of Management, Nov 2018 - Mar 2020 · 1 yr 5 mos, Bhubaneswar, Odisha, India

Education

Master of Business Administration - MBA, Business Administration and Management, General, Xavier Institute of Management(XIM Bhubaneswar)

Bachelor of Engineering, Electrical and Electronics Engineering, Mepco Schlenk Engineering College

Public links

accountos.live: https://accountos.live/