Sep 2023 – Aug 2025 · 1 yr 11 mos · Bengaluru, Karnataka, India · On-site

• Locus is a leading-edge technology company dedicated to solving one of the most challenging global supply chain problems: Last-Mile logistics. Our cutting-edge order-to-delivery dispatch management software empowers enterprises to transform their Last-Mile logistics from cost centers into revenue generators. We achieve this through advanced optimization algorithms and intuitive workflow automation. Our innovative solutions have enabled numerous global customers across diverse industries, including renowned names like Unilever, Nestle, PMI group, BlueDart, and many more, to execute an impressive 850 million deliveries across 30+ countries.
• As the Vice President of Global Customer Success at Locus, I lead a dynamic team across India, South-East Asia (SEA), APAC, MEA, North America and South America regions, in delivering excellence in customer success. My primary focus is on ensuring our global customers experience unparalleled value from our Last-Mile logistics solutions.

May 2023 – Present · 3 yrs · Greater Bengaluru Area · Remote

• Propel CS is a passionate endeavor by two seasoned Customer Success leaders, Nilesh Chhajed and Anu Dudhat, dedicated to assisting B2B SaaS founders in establishing and scaling their Customer Success operations to achieve their Net Revenue Retention (NRR) goals.
• At Propel CS, we are on a mission to guide founders through the complexities of Customer Success by sharing best practices, reducing trial and error, retaining customers, and optimizing revenue. Our biweekly newsletters delves into critical CS challenges and offers guidance tailored to different maturity levels. We curate topics that empower you to make strategic decisions that will drive long-term success.
• Propel CS is your strategic partner for navigating the path to SaaS success. Join us on this journey today!

Feb 2023 – Apr 2023 · 2 mos · Bengaluru, Karnataka, India

Feb 2022 – Jan 2023 · 11 mos · Greater Bengaluru Area · On-site

• Learnt detailed nuances of insurance and health care sector in India. Built team from scratch to 25+ team members in 1 year comprising CSM's and CS Ops team members.
• Core Challenges for Customer Success in this sector -
• 1) Commoditised industry
• 2) CSM role: Client stakeholders (HR's, Finance, Admin teams) never heard about CS mindset of being proactive and outcome focused
• 3) Historical baggage: Account Managers (as they are called in insurance industry) has baggage of working in traditional broker ways. These AM's have no exposure to technology or SaaS businesses
• 4) External factors: Dependencies on performance of partners such as TPA and Insurance companies
• Wins against above challenges:
• 1) 1/3 churn ratio compared to industry standards helping achieve 2x growth in ARR within 1 year through organic and inorganic growth
• 2) 1.7x increase in CSM productivity (ARR per CSM) in last 2 quarters
• How?
• 1) Mindset driven ongoing training focused on proactive approach and customer outcomes
• 2) Data driven training and engagement plan through better predictions from CS tool
• 3) Most important - Management and team support

Jan 2020 – Feb 2022 · 2 yrs 1 mo · Greater Bengaluru Area

• Led overall Customer Success and Operations having 90% of org. wide logos and scaling to 100+ team members having CSM's, CS Ops, Partner Success Managers and BA's through partners. This involved-
• 1. Customer Success - Led an amazing team of Customer Success Managers focused on -
• a. CS Ops: Set up CS software/tool to measure customer health on parameters such as Product Adoption, Financial, Support and Relationship, helping to get better insights and churn risk predictions
• b. Customer Retention - Reduced churn rate
• c. Increased business from existing customers (Upsell/Cross Sell) - Increase in overall NRR
• d. Advocacy (Referrals, Case Studies, Testimonials, reactivations)
• 2. Partner Implementation – Led a team of Partner Success Managers and SI partners for high quality and quick TAT implementations.
• All SME and half of all mid market account implementations were managed through partners within 1 year of starting the operations.
• 3. Billing Ops – Tighten process through Playbooks for timely payments and better cashflow predictions.

Sep 2017 – Jan 2020 · 2 yrs 4 mos

• Sales, BD, relationship building and partnerships through Channels. Channels are global Management Consulting Firms such as McKinsey, BCG, etc. and Cloud Solution Partners such as SAP and Oracle
• GTM strategy for setting up and grow business through channels
• Liaise with channel stake holders such as Partners, Principal, Directors and Digital Strategy Teams to acquire new clients.

Dec 2014 – Jan 2020 · 5 yrs 1 mo

• Established and scaled new Customer Success team, Support and Implementation (PS) team. This was scaled from 2 member team to 30+ team members and work closely with customers across India and emerging markets such as Africa, Latin America and UAE
• Scaled existing regions through CS best practices of retention, upsell/cross sell and advocacy parameters
• Set up new regional sales and Customer Success team in new geographies
• Plan and execute implementation strategy on digital transformation projects. Advice major FMCG, CPG, telecom and other clients about implementation strategy basis objectives, current pain points and growth strategy.
• Featured as Key contributor on implementing innovative ideas by online publishers such as The Ken. Link here - https://bit.ly/3x6LJql
• CEO of Mobisy spoke about customer success culture I set up at NSRCEL event in IIM Bangalore. Link here - https://bit.ly/3nCWgq4

Sep 2012 – Nov 2014 · 2 yrs 2 mos · Mumbai Metropolitan Region · On-site

• Elevogue was a startup making easy availability of electronic components and robotic materials at affordable costs to engineering students, colleges and industries through a mix of e-commerce and exhibition based channel
• Core responsibility was BD and overall operations to synergistically combine with my co-founder(A researcher at IIT-B) role of a techy.
• One of the 10 shortlisted companies for investor’s arena at E-Summit organized by Entrepreneurship Cell, IIT Bombay in Feb 2014.

May 2012 – Aug 2013 · 1 yr 3 mos · Mumbai

• Analyst in banking operations in liabilities customer service.
• Liaising with various internal departments based on customer queries/complaints.
• Perform and assist in internal reviews for process improvements.

Oct 2011 – Apr 2012 · 6 mos · Mumbai Metropolitan Region

• Perform remote QA reviews and send feedback to Business units.
• Provide management with timely reports with recommendations on process improvement.

Nov 2010 – Oct 2011 · 11 mos · Airoli · On-site

• Worked as a financial analyst for a leading major global Investment bank.
• Worked in the billing process of the securities lending operations.

Jan 2005 – Aug 2010 · 5 yrs 7 mos · Mumbai Metropolitan Region

• Handling Retail and Modern Trade Distribution of major FMCG companies such as SC Johnson, Emami, Dabur, Fem India, etc. covering the central suburbs of Mumbai and 1000+ retail and wholesale outlets.