Abhishek Kumar

CEO

Bengaluru, Karnataka, India13 yrs 5 mos experience

Most Likely To SwitchAI ML Practitioner

Key Highlights

Scaled Edureka from startup to 2.5M learners.
Achieved SLA compliance above 99.8%.
Mentored over 20 future leaders.

Stackforce AI infers this person is a Customer Success and Operations Leader in the EdTech industry.

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Skills

Core Skills

Customer SuccessStrategic LeadershipCustomer ExperienceOperations ManagementTechnical InstructionLearning & Development

Other Skills

AI StrategyAI-Driven AnalyticsAutomationBrand AwarenessBrand DevelopmentBrand ManagementBuilding Organizational CapabilityBusiness Process ImprovementBusiness Process Re-engineeringCC#C++Capability DevelopmentChange ManagementCommunication

About

I am a customer success and operations leader with 12+ years of experience building scalable systems, managing global vendor ecosystems, and leading teams that deliver measurable impact for customers and businesses. At Edureka, I helped scale the company from a startup into a global EdTech brand, driving customer growth from a few thousand learners to over 2.5M worldwide. Along the way, I built high-performing teams across APAC, US, and India, achieving SLA compliance above 99.8%, generating cost savings of up to 15% annually, and consistently improving CSAT and NPS. My expertise spans customer success, CX operations, and learning operations — from scaling enterprise training programs to implementing vendor governance frameworks and deploying AI-enabled support systems that automated 40% of Tier-1 queries. I specialize in aligning operational strategy with customer impact while developing future leaders. My Journey at Edureka 🌱 Foundation (2013–2015) – Built customer support and operations from scratch, scaling to 10K+ learners in 24 months. Boosted course completion from 40% to 75% through engagement and onboarding initiatives. 🚀 Scaling (2015–2018) – Expanded reach to 500K+ learners across 50+ countries. Raised CSAT to 94%, cut resolution time by 75%, and optimized vendor costs by 15%. 🏆 Strategic Growth (2018–Present) – Leading global CX and operations teams for 2.5M+ learners with 150+ staff. Supported $10M+ ARR growth, improved NPS by 25 points, renewed ISO 27001 certification, and mentored 20+ future leaders.

Experience

13 yrs 5 mos

Total Experience

13 yrs 5 mos

Average Tenure

13 yrs 5 mos

Current Experience

Edureka

3 roles

Associate Vice President, Customer Success @ Edureka

Promoted

Jan 2018 – Present · 8 yrs 5 mos · On-site

Associate Vice President – Customer Success & Delivery
Edureka | Jan 2018 – Present | Bengaluru
Leading global customer success and delivery operations for a premier EdTech company serving 120+ countries and Fortune 500 clients.
Scaled enterprise success: Built operational frameworks that enabled global expansion to 50+ Fortune 500 companies, securing $4M in enterprise L&D contracts with 18% YoY growth.
Boosted customer outcomes: Elevated CSAT from 83% to 98.4% and NPS to 9.2; reduced churn by 30% and increased renewals by 27% through data-driven strategies.
Optimized delivery performance: Redesigned learner engagement and batch visibility, improving lead-to-enrollment conversion by 12–15% and driving 9–12% revenue growth while lowering delivery costs.
Built leadership pipeline: Grew and mentored a 100+ member team, with 50+ professionals advancing into leadership roles via structured growth frameworks.
Forged strategic partnerships: Established collaborations with IIT Guwahati, Purdue, Oxford, and Illinois Tech, driving 32% revenue growth in PGP programs and 40% uplift in Gen AI offerings.

Customer SuccessDelivery OperationsData-Driven StrategiesOperational FrameworksStrategic PartnershipsStrategic Leadership

Operations Manager

Promoted

Jan 2015 – Jan 2018 · 3 yrs · On-site

Operations Lead
Edureka | Jan 2015 – Jan 2018 | Bengaluru
Transformed core operations to support rapid global scaling across B2C and B2B education services.
Scaled delivery capacity: Expanded monthly classes from 40 to 2,000+ by introducing resource allocation systems and standardized onboarding processes.
Increased efficiency: Eliminated 30% of operational bottlenecks through process automation and real-time monitoring systems.
Enabled smarter planning: Partnered with technology teams to deploy AI-driven analytics that improved demand forecasting accuracy by 40%.
Enhanced learner experience: Optimized instructor scheduling and resource utilization, raising class attendance to 78% and course completion rates by 16%.
Improved customer support: Applied data insights to remove friction points, strengthening responsiveness and boosting satisfaction metrics.

Operations ManagementProcess AutomationAI-Driven AnalyticsResource AllocationCustomer SupportCustomer Experience

Technical Instructor & Team Leader

Jan 2013 – Jan 2015 · 2 yrs · On-site

Senior Technical Instructor & Early Operations
Edureka | Jan 2013 – Jan 2015 | Bengaluru
Pioneered technical instruction and delivery excellence during the company’s formative growth stage.
Launched flagship programs: Designed and delivered Hadoop and Apache Mahout courses, training 10,000+ learners worldwide with industry-ready skills.
Delivered at scale: Conducted 2,000+ live technical classes with 98% learner satisfaction, leveraging interactive methodologies and hands-on labs.
Built onboarding & teams: Trained new hires within 30 days for seamless integration and mentored a 24-member cross-functional team.
Created lasting assets: Authored technical labs and courseware that became the foundation of enterprise training offerings.
Set instructional standards: Established quality benchmarks and performance metrics that shaped the company’s delivery model.

Technical InstructionCourse DesignMentorshipQuality StandardsLearning & Development