Feb 2025 – Present · 1 yr 1 mo · Remote

• I founded Customer Success Compass to help SaaS companies and CS professionals navigate every stage of growth, from building strong foundations to scaling with precision and impact.
• With over 20 years of experience in Customer Success and GTM leadership, I partner with startups and scale ups to design and execute CS strategies that drive retention, expansion, and sustainable growth.
• Whether you are moving from 0→1, 1→10, 10→100, or 100→500, I bring deep expertise in building CS teams, systems, and outcomes that evolve with your business.
• What I Offer:
• 1:1 Coaching for CS professionals & leaders
• Fractional CS Leadership (Interim VP/Director)
• B2B SaaS Consulting for Seed to Series D startups
• Webinars & Podcasts to evangelize CS best practices
• Playbooks & Resume Reviews to accelerate CS careers
• Let’s scale your Customer Success function the right way, no matter what stage you are in.

Feb 2023 – May 2025 · 2 yrs 3 mos · Remote

• Increased Net Revenue Retention (NRR) by 15% YoY by designing and deploying customer lifecycle playbooks and risk mitigation frameworks across global SMB and Mid-Market segments, improving renewal predictability and long-term account value.
• Reduced churn by 20% through automated engagement journeys and real-time health dashboards, enabling CSMs to identify at-risk accounts and accelerate interventions by 3x.
• Drove 25% ARR expansion partnering cross-functionally with Product, Sales, and Marketing to activate structured feedback loops and targeted cross-sell/upsell campaigns.
• Led Annual Operating Planning (AOP) and OKR execution by embedding data-driven rhythms, integrating weekly dashboards and quarterly business reviews to inform strategic decisions.
• Scaled the global Customer Success team from 5 to 10, established leadership succession plans, and implemented a future-ready org design supporting APAC and US markets.

Oct 2020 – Jan 2023 · 2 yrs 3 mos

• Reduced churn by 20% within 12 months by reengineering lifecycle touchpoints and scalable risk flag systems, enhancing retention and CSM prioritization across SMB and Mid-Market accounts.
• Launched customer escalation governance model, cutting escalations by 50% and time-to-resolution by 25%, ensuring faster, customer-first responsiveness.
• Boosted activation rates by 30% deploying self-service automation for low-touch accounts, improving onboarding efficiency and product engagement.
• Co-led AOP planning and cross-functional OKRs, translating customer insights into product roadmap and scalable initiatives across teams.
• Led global CS teams across APAC, North America, and EMEA, scaling capacity by 40% and increasing CSAT by 18%, managing over 40,000 customers.

Sep 2018 – Sep 2020 · 2 yrs

• Led Customer Success, Pre-Sales, and Support teams, driving 60% customer conversion rate increases and 30% churn reduction across SMB and Enterprise.
• Implemented risk mitigation strategies improving retention and satisfaction while proactively managing account risks.
• Streamlined service transitions and optimized operations, accelerating onboarding and efficiency for diverse accounts.
• Collaborated with Product and Engineering prioritizing feature enhancements, raising adoption and engagement.
• Managed complex escalations with protocols reducing volume and resolution time, emphasizing customer-first approach.

Aug 2016 – Aug 2018 · 2 yrs

Jul 2015 – Aug 2016 · 1 yr 1 mo · Bengaluru Area, India

• Achieved 60% trial-to-paid conversion via proactive success motions and onboarding accelerators, enhancing time-to-value and engagement.
• Reduced churn by 30% implementing scalable risk management and structured escalation, stabilizing lifecycle across segments.
• Built and mentored cross-functional CS teams, embedding customer-first culture foundational to global operations.

Dec 2012 – Jun 2015 · 2 yrs 6 mos

• Managed multi-million-dollar enterprise accounts globally, maximizing retention and lifetime value.
• Led premier escalation management, cutting volumes by 50% and accelerating resolution by 25%.
• Delivered executive QBRs with data-driven insights aligning cross-functional teams on priorities.

Apr 2012 – Dec 2012 · 8 mos

Jun 2009 – Mar 2012 · 2 yrs 9 mos

Oct 2005 – Jun 2009 · 3 yrs 8 mos

• Developed MBST tool (.NET 2.0), enabling accurate bandwidth and cost calculations accelerating product launch.
• Engineered receivables application improving billing accuracy and reducing invoice processing time by 30%.
• Designed dashboards improving operational visibility and reducing issue detection time by 40%.
• Integrated Oracle 9i backend with JS frontend enhancing system reliability and user experience.
• Leveraged .NET, Oracle, and JavaScript expertise to streamline workflows supporting client operations.