Headline

Enterprise Customer Success & Strategic Accounts | AI-Native SaaS & Supply Chain Tech | Adoption, Retention & Revenue Expansion

About

I work at the intersection of Strategic Customer Success, enterprise SaaS, and business operations, helping customers turn technology investments into meaningful business outcomes. My career, however, didn't begin in SaaS. I started closer to operations and supply chain, working across inventory, fulfilment, vendors, and process execution before moving into customer experience, enterprise technology, and eventually Strategic Customer Success. It hasn't been the most conventional path, but the transitions have been intentional. Each experience has added another layer to how I understand businesses, customers, and technology. That breadth now helps me connect what technology can do with what customers actually need it to accomplish. I believe Customer Success starts with understanding why a customer invested in a solution, what success looks like for their business, where friction exists, and whether the technology is genuinely delivering value. That's particularly important in an AI-native world. As technology makes building and delivering solutions faster, I believe the real differentiator increasingly lies in understanding the business context, customer workflows, and operational realities behind them. My approach combines that understanding with commercial accountability. Across customer onboarding, product adoption, value realisation, retention, renewals, and account expansion, I focus on building relationships and outcomes that make continued investment a natural decision. I'm equally interested in what happens beyond the immediate customer relationship. Through use-case discovery, workflow-led upselling, and Voice of Customer insights, I work with Product, Engineering, and GTM teams to translate customer needs into deeper adoption, better solutions, and opportunities for revenue growth. I see the strongest customer relationships as partnerships built on candid conversations, mutual accountability, and a shared commitment to outcomes. Because ultimately, sustainable customer growth is an outcome of getting customer value right. If this perspective resonates, I'd be happy to connect.

Location

India

AI stack

claude

gemini

notebooklm

Canva Magic Studio

ChatGPT

Fathom

Work experience

Customer Success Manager at Crest AI, Jan 2026 - Present · 11 mos, Bengaluru, Karnataka, India, At Crest AI, an AI-native supply chain SaaS company, I independently led the Customer Success function, owning a portfolio of 25+ enterprise and D2C customers across the complete lifecycle, from onboarding and implementation to adoption, value realisation, retention, renewals and expansion. Key areas of ownership & impact: • Enterprise Customer Success & Strategic Accounts: Managed a diverse customer portfolio, driving stakeholder engagement, executive alignment, account health, renewal planning and long-term retention. • Customer Retention & Revenue Expansion: Owned renewal readiness and identified workflow-led upsell opportunities by connecting evolving customer requirements with adjacent supply-chain use cases. • AI-Native Solutioning & Value Realisation: Worked hands-on with AI-agent workflows across forecasting, inventory optimisation and supply-chain planning, translating complex operational challenges into actionable business recommendations. • Scalable Customer Success Operations: Built onboarding frameworks, adoption playbooks, hypercare processes and customer-health dashboards to improve time-to-value, proactively identify risks and strengthen customer engagement. • Product Strategy & Voice of Customer: Partnered with Product and Engineering to translate customer insights into solution enhancements, repeatable use cases and deeper product adoption. Combined strategic account ownership, commercial accountability and hands-on AI solutioning while building the foundations of a scalable Customer Success function.

Customer Success Partner at ZapCom Group Inc, Apr 2025 - Jan 2026 · 10 mos, Hyderabad, Telangana, India, Managed enterprise customer relationships, concurrent workstreams, and cross-functional delivery, focusing on customer engagement, account health, and commercial opportunity identification. • Managed enterprise customer relationships and concurrent technology workstreams across client engagement, account health, delivery governance, and commercial opportunity identification. • Used strategic gap assessments, discovery, and solutioning to uncover unmet customer requirements and identify account expansion opportunities. • Coordinated Scrum, PMO, and Business Analysis teams to translate customer needs into actionable backlogs and delivery priorities. • Strengthened engagement practices, escalation management, and scope governance to support customer satisfaction and delivery alignment. • Developed customer-health dashboards tracking CSAT, NPS, and NRR to support account reviews and identify retention and growth opportunities.

CX Operations & Client Success at Fresh Prints, Dec 2020 - May 2023 · 2 yrs 6 mos, Hyderabad, Telangana, India, Managed B2B and B2C customer operations, order fulfilment, vendor coordination, and service quality, supporting customer satisfaction and account retention. • Managed order fulfilment, SLA adherence, and client issue resolution to protect service quality and strengthen customer relationships. • Improved operational workflows and introduced triage support and knowledge resources to strengthen process efficiency and team readiness. • Applied quality assurance scorecards, vendor evaluations, and service controls to improve customer experience and operational consistency. • Analysed customer usage trends to support SKU optimisation, address service inefficiencies, and protect account retention. • Presented retention strategies to senior leadership, connecting operational insights with customer experience and business priorities.

Inventory Optimisation & Fulfilment Operations Analyst at Sharjah Cement & Industrial Development Co, Nov 2019 - Nov 2020 · 1 yr 1 mo, Sharjah Emirate, United Arab Emirates, Managed mechanical inventory, logistics purchase orders, invoice reconciliation, and warehouse operations, focusing on process efficiency and inventory control. • Managed inventory records, logistics procurement activities, invoice reconciliation, and warehouse processes to support operational continuity. • Applied ABC classification and FIFO/LIFO practices to improve inventory organisation and warehouse utilisation. • Identified process improvement opportunities to strengthen inventory visibility, warehouse throughput, and operational efficiency.

AI Annotation & Fulfilment QA Associate at Amazon Robotics, Aug 2019 - Nov 2019 · 4 mos, Hyderabad, Telangana, India, Supported e-commerce fulfilment quality assurance, video-review operations, and machine-vision data validation, contributing to operational accuracy and AI data quality. • Executed video-review and quality validation tasks to support accurate AI training data and fulfilment processes. • Supported SKU scan activities and machine-vision workflows, maintaining data quality and operational standards. • Contributed to fulfilment quality assurance through structured review, validation, and process consistency.

Education

Master of Business Administration - MBA, Ecommerce, Entreprenuership, Operations & Strategy, BITSoM - BITS School of Management

Bachelor of Technology - BTech, Mechanical Engineering, Jawaharlal Nehru Technological University