Nitish Upadhyay

Co-Founder

Bengaluru, Karnataka, India6 yrs 7 mos experience

AI EnabledAI ML Practitioner

Key Highlights

Led development of AI tools that saved 800 hours/month.
Drove $140K in revenue growth within two quarters.
Maintained top-tier performance metrics across 5000+ interactions.

Stackforce AI infers this person is a SaaS Product Manager with a strong focus on AI and customer experience.

Contact

Skills

Core Skills

Product ManagementProduct VisionCustomer ExperienceCrm DevelopmentProduct Road MappingAi DevelopmentAutomationProduct ImprovementCustomer SupportProfessional ServicesSoftware EngineeringTechnical Support

Other Skills

EnglishMicrosoft ExcelData AnalyticsGo-to-Market StrategyProduct DevelopmentProduct LaunchProduct DesignRCAProduct MarketingSolution ImplementationSolutioningSalesSales ProcessesAccount ExecutivesCustomer Service

About

I work at the intersection of AI, customer experience, and product, building tools that help B2B companies manage customer relationships smarter across Slack, Teams, and email. At Thena, I handle product, GTM, and CX; shaping how our AI features are built, how customers experience them, and how the story gets told in the market. On any given day, I might be writing product docs, pairing with engineers, PM-ing, running onboarding experiments, jumping on sales demos, or brainstorming GTM strategy. A big part of my role has been shaping how we grow by keeping feedback loops tight between product, engineering, and GTM so we ship fast and learn faster. The goal stays simple: make AI useful, not just impressive, and earn trust through real impact in customer workflows. Before Thena, I worked at Zapier, where I learned what great automation feels like and how support can scale without losing its human touch. That experience shaped how I now think about building tools that drive business value and empathy at scale. We operate like a small strike team at Thena where everyone codes, ships, and has a real say in the product. This lets me work across the stack and stay close to customers, from ideation to adoption. If you want to talk about customer support, AI, or anything cool, reach out at nixon.nitish@gmail.com.

Experience

6 yrs 7 mos

Total Experience

1 yr 7 mos

Average Tenure

1 mo

Current Experience

Stealth startup

Founders office

May 2026 – Present · 1 mo · Bangalore

Thena

2 roles

Senior Product Manager

Promoted

Oct 2025 – Feb 2026 · 4 mos · On-site

Owned end-to-end product strategy for an AI-powered B2B customer support platform serving 200+ SaaS companies. Led 0→1 development of an AI copilot and web chat that cut inbound volume by 37% and handle time by 40%, saving ~800 hours/month and lifting CSAT to 8.8/10. Also shipped an enterprise accounts CRM, a native analytics platform, and Stripe-based billing that drove $140K in expansion revenue within two quarters.

Product ManagementProduct Vision

Product Manager

Sep 2024 – Oct 2025 · 1 yr 1 mo · On-site

Zapier

2 roles

Senior Product Support Engineer

Promoted

Aug 2023 – Sep 2024 · 1 yr 1 mo · Remote

Embedded at the product–customer boundary for a workflow automation platform with 3M+ users. Co-built an AI ticket automation suite that saved 400+ hours/month across 50+ agents, and an AI recommendation engine that grew a $100K+ quarterly pipeline. Contributed 100+ product improvements with a 60% acceptance rate, several shipping within two quarters.

Product VisionProduct Road Mapping

Product Support Engineer

Jan 2022 – Jul 2023 · 1 yr 6 mos · Remote

Maintained top-tier performance metrics: 1.3 R2R (team best), 81.6% FRR (first response rate), 95% QA score across 5000+ technical customer interactions, gaining deep exposure to user pain points at scale. Analysed thousands of support tickets and customer workflows to identify systemic friction; contributed 100+ product improvements with a 60% acceptance rate, several of which shipped within two quarters.

Professional ServicesEnglishCustomer Support

Trilogy

Product Support Analyst

Sep 2020 – Jan 2022 · 1 yr 4 mos · Remote

Diagnosed UX and reliability patterns across 1,000+ support tickets spanning 6 B2B SaaS products, translating customer pain into actionable product feedback that drove critical roadmap decisions.

Professional ServicesEnglishCustomer Support

Tata consultancy services

Software Engineer

Jul 2019 – Sep 2020 · 1 yr 2 mos · Kolkata

Supported an enterprise manufacturing application deployed across 40+ countries, maintaining 99.5% uptime and reducing mean time to resolution by 20% through structured troubleshooting documentation.

EnglishMicrosoft ExcelSoftware EngineeringTechnical Support