Mar 2025 – Dec 2025 · 9 mos · Bengaluru, Karnataka, India · Remote

Sep 2021 – Feb 2025 · 3 yrs 5 mos · Bengaluru, Karnataka, India · On-site

• 0 → 1 → 10. Built and led Sales, Onboarding, CX, and Customer Success.

Jul 2018 – Sep 2021 · 3 yrs 2 mos · On-site

• Led global CS and support for a large customer base across SMB, mid-market, and enterprise
• Scaled quota-carrying teams across 3 regions, driving 100%+ attainment for 6 straight quarters
• Raised NRR by 31 pp through strategic expansion plays and exec-level stakeholder alignment
• Reduced churn by 27% using predictive health scores and real-time risk alerts
• Embedded a feedback engine into product and GTM loops, lifting NPS to 67 and CSAT to 96%
• Increased adoption 19% and cut TTFV 38% with personalized OB and targeted adoption programs

Jan 2017 – Jul 2018 · 1 yr 6 mos · On-site

• Achieved 97% renewals and grew expansion revenue by 19% with lifecycle account planning
• Improved product adoption by 2.2× using structured engagement programs and feature training
• Enabled strategic upsells with stakeholder mapping, improving average deal size by 24%
• Reduced churn rate by 22% and increased customer feedback participation by 3× across clients
• Strengthened retention through structured engagement programs and proactive health checks
• Continued to guide inbound sales motions for a product line while keeping main focus on CS

May 2015 – Jan 2017 · 1 yr 8 mos · On-site

• Drove 6% of total revenue by integrating upsell and cross-sell into customer success interactions
• Introduced a renewal framework that cut churn by 9 percentage points in Year 1
• Boosted adoption by 15% via onboarding improvements and in-app engagement
• Streamlined post-sales workflows, reducing resolution time by 30% and improving CSAT to 95%
• Built reporting to track renewals, expansion, and success metrics across account segments

Aug 2013 – May 2015 · 1 yr 9 mos · On-site

• First and only hire in the team for close to 2 years
• Addressed support requests, and implemented ticket management best practices
• Established processes to log, track, and prioritize feature requests based on impact and severity
• Authored 50+ help articles and launched a customer portal, cutting inbound tickets by 28%

Jun 2011 – Aug 2013 · 2 yrs 2 mos · Chennai, Tamil Nadu, India · On-site

• Delivered exceptional technical support to WebEx users, achieving a 98% satisfaction rate
• Recognized by Cisco for being a consistent performer and exceeding the defined targets
• Contributed numerous knowledge base articles
• Initiated shift turnover report to continue customer communications for unresolved issues

Nov 2009 – Aug 2010 · 9 mos · Chennai, Tamil Nadu, India · On-site

• Resolving internet connectivity issues faced by AT&T users
• Handled 60+ customer interactions per day, giving detailed, personalized, friendly & polite service
• Consistent CSAT score of 95% and above, 5% above the team average
• Provided feedback on process and service improvement to team leader