M

Madhup Gupta

Customer Success Manager

Washington, District of Columbia, United States9 yrs 8 mos experience
Most Likely To SwitchAI Enabled

Key Highlights

  • Improved enterprise renewal rates to over 85%.
  • Led health-tech initiatives to tackle lifestyle diseases.
  • Created a platform connecting plasma donors during COVID-19.
Stackforce AI infers this person is a Customer Success Manager specializing in AI solutions within the HealthTech and SaaS industries.

Contact

Skills

Core Skills

Customer SuccessAi SolutionsHealth TechAi IntegrationAccount StrategyEntrepreneurshipCareer DevelopmentCustomer ServiceProduct ManagementProcess ImprovementDigital StrategyProject ManagementMarket AnalysisEvent ManagementTeam LeadershipIot DevelopmentSoftware Development

Other Skills

Account ExpansionAccount RecoveryAgileAutomationBFSIBusiness DevelopmentBusiness StrategyChurn ManagementCollaborationCommercial LendingCommunicationCompetition ManagementConsumer LendingCross-functional CollaborationEmployee Training

About

With long experience in the Generative AI space, I drive enterprise transformation by aligning AI-powered solutions—like domain-specific LLMs, Agentic AI, and Conversational AI—with real business outcomes. I specialize in accelerating Time to Value, boosting cross-domain adoption, and leading value-driven conversations that result in measurable ROI and long-term partnerships. What sets me apart is not just the strategy, but how I build trust. I’m known for cultivating strong executive relationships, mentoring peers, and bringing together diverse teams across functions to align around customer goals. I thrive in fast-paced, high-growth environments where collaboration, empathy, and clear communication turn ambiguity into action. Outside my core role, I’m an entrepreneurial thinker with a strong sense of community. I helped launch a non-profit digital solution during the pandemic, set up a startup-alumni network at Duke, and created resources to guide peers into careers in startups and VC. I actively seek out opportunities to mentor, network, and grow alongside others who believe in building for impact. Looking ahead, I’m passionate about health tech and aspire to launch a startup focused on equitable, intelligent healthcare experiences. I’m especially drawn to conversations at the intersection of AI, customer success, and mission-driven innovation—so feel free to reach out if that resonates.

Experience

Aisera

2 roles

Senior Customer Success Manager, Enterprise

Promoted

Jul 2024Present · 1 yr 9 mos · Palo Alto, California, United States

  • > Improved enterprise renewal rates from ~55% to 85%+ by leading ROI-focused adoption of Agentic and GenAI solutions across IT, HR, and CX domains.
  • > Unlocked $2M+ in upsells and launched a $1M+ automation pipeline by co-creating quarterly and 6–9 month expansion roadmaps with C-suite stakeholders.
  • > Turned around 5+ red accounts through structured recovery plans and deep collaboration with Product, Engineering, and Solutions teams, securing $3M+ in multi-year renewals.
  • > Mentored 10+ CSMs and built executive relationships that resulted in 6 C-level referrals, 2 published customer case studies, and stronger expansion readiness.
Customer SuccessAI SolutionsEnterprise RenewalROI-focused AdoptionCollaboration

Customer Success Manager

Feb 2023Jul 2024 · 1 yr 5 mos · Palo Alto, California, United States

Onereach.ai

Customer Success Manager

May 2022Feb 2023 · 9 mos · Berkeley, California, United States

  • Serve as the go-to product expert to service customers across the transportation, field services, oil & gas, and trucking industries
  • Present bi-annual, and annual business reviews with key stakeholders to reinforce existing partnership value and drive new adoption areas
  • Provide escalation support to customers by engaging with cross-functional teams when platform or hardware-focused issues arise
  • Develop account strategy and outreach to align with customer objectives set during initial product implementation and deployment
  • Ensure account sentiment remains high across the lifespan of a customer contract
  • Facilitate educational workshops with points-of-contact at key accounts to solidify product knowledge and reinforce value
  • Work with renewal teams to ensure contract renewals are executed in a timely manner and deliver strong revenue growth across key accounts
  • Field product feedback and funnel feature requests from customers directly to OneReach.ai product leadership to help shape future roadmaps
Customer SuccessAccount StrategyCross-functional Collaboration

Duke university - the fuqua school of business

Program Assistant, Center for Entrepreneurship and Innovation (CEI)

Jan 2022Jun 2022 · 5 mos · Durham, North Carolina, United States

  • Developing a Career Pathway guidebook for the current students interested in starting up their
  • own venture or taking up jobs at Startups & VC Firms.
  • Led the setup of Alumni Entrepreneurial Network at Fuqua.
Career DevelopmentNetworkingEntrepreneurship

Sattviko

Advisor

Aug 2021Present · 4 yrs 8 mos · United States

  • A pioneering health-tech startup dedicated to transforming wellness through the integration of yoga, nutrition, and advanced Al technologies. With my 7 experience in technology and yoga, l lead our efforts to tackle lifestyle diseases that have become prevalent due to urbanization, such as diabetes, hypertension, and obesity.
  • Our mission at Ajanm.ai is to enhance health and extend human life by providing personalized, sustainable health management solutions. We are committed to making a significant impact on global health and fostering a healthier society.
Health TechAI IntegrationWellness Solutions

Finvolv

2 roles

Lead, Strategic Initiatives

May 2020Jun 2021 · 1 yr 1 mo · Bengaluru, Karnataka

  • Led a 4-member team to analyze a product technical guidebook to enhance customer service.
  • Drove definition of product requirements, prioritized features for delivery by implementation team.
  • Created a Learning Management System for product training and certification, streamlining product
  • training, the biggest bottleneck for customer delivery in the company, and reducing delivery time to
  • clients by 35% and enabled loans of over $1 Billion in 2020.
Customer ServiceProduct RequirementsLearning Management SystemsProduct Management

Associate Implementation Manager

Jan 2019Apr 2020 · 1 yr 3 mos · Bengaluru, Karnataka

  • Analyzed current manual lending process for one of the top 5 NBFC in India, L&T Financial Services,
  • identifying key bottlenecks and designing user platforms for client to digitize operations, saving $3M.
  • Collaborated cross-functionally with design, engineering and partnerships teams to pioneer first digital
  • product for business banking in Singapore for Standard Chartered Bank by defining digital strategies which reduced lending lifecycle TAT by 80% by digitizing loan origination and credit assessments.
Process AnalysisDigital StrategyCross-functional CollaborationProcess Improvement

Plasma setu

Creator

Jan 2020Jan 2021 · 1 yr · India

  • Built Plasma Setu, a local search web platform to find potential donors for patients looking for plasma donors in their nearby areas. An intelligent platform where the backend algorithm matches the plasma recipient with the most relevant donor on the basis of his location and Blood Group in the real-time.
  • Created a team of 30+ volunteers from across 15 states of India to work on Social Media presence, Verification of Donors and NGOs & Local Club Outreach.
  • In the 2nd Wave of Covid in India, we have fulfilled over 500 plasma requests through our platform in across 20+ cities of India
Project ManagementSocial Media Outreach

Itc limited

Go-to-Market Trainee

May 2018Jul 2018 · 2 mos · Gurgaon, India

  • Studied the institutional (B2B) Spice Market of India. Analyzed the production, procurement, distributions channel of spices, competition's Marketing & Sales Strategy. Finally recommended strategies for the successful launch of ITC ‘Master Chef’ spices in the 6 metros of India in the B2B channel.
Market AnalysisMarketing Strategy

Entrepreneurship cell, rvce

2 roles

Convenor/President

Promoted

May 2017Apr 2018 · 11 mos

  • Lead a team of more than 300 members to create and promote the ecosystem of entrepreneurship in and around college. Organised national level events like the Entrepreneurship Summit ,B-Plan Competitions, Bootcamps etc.
  • Raised sponsorship from companies like 3M, Google, AWS.
  • Led the nurturing of 8 new on campus startups.
Event ManagementSponsorship Acquisition

Associate

Aug 2015Apr 2017 · 1 yr 8 mos

  • Lead a 25 member strong team to the finals of a 6 month competition, National Entrepreneurship Challenge, IIT Bombay and secured 2nd Position across the country.
Team LeadershipCompetition Management

Carnegie mellon university

Research Intern

May 2017Jul 2017 · 2 mos · Pittsburgh, Pennsylvania, United States

  • Worked on multiple Internet-of-Things prototyping platforms such as Raspberry PI and Particle Photon (www.particle.io). Interfaced the Particle Photon with various analog and digital sensors to develop a number of applications to sense environmental conditions, and report back parameters to a cloud-hosted backend using REST APIs.
  • Developed an end-to-end application to sense the heart rate of a person using a pulse oximeter sensor, perform basic signal processing, and then send the heart rate to an application. Finally created a prototype that could predict the heart attack risk by 65%
PrototypingIoT Development

Iiit-delhi

Intern

Jun 2016Jul 2016 · 1 mo · Delhi

  • Worked on the development of Face & Number Recognition Software to be deployed for Security Purposes.
Software DevelopmentSecurity Software

Campus diaries

Intern, Re-Collect India

Nov 2015Apr 2016 · 5 mos · Bengaluru Area, India

  • 6 Month Journalism Project by Campus Diaries in collaboration with King's College, London. It aims to bring light upon the science inventions that had taken place in India and make people know about them through an Exhibition in the final stages of the project.
JournalismProject Management

Education

Duke University - The Fuqua School of Business

Master — Management and Business Administration

Jan 2021Jan 2022

RV College Of Engineering

Bachelor of Technology - BTech — Computer Science

Jan 2015Jan 2019

DAV Public School, Kota

Secondary Education — student

Jan 2012Jan 2014

Maharana Mewar Public School

Primary Eductaion — High School/Secondary Diplomas and Certificates

Jan 2007Jan 2012

Maharana Mewar Vidhya Mandir, Udaipur

Primary Education — Primary Education

Jan 1999Jan 2007

Duke University

Master's degree

Jan 2021Jan 2022

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