About
Highly accomplished Customer Success and Sales leader with over 11 years of experience, expertly blending technical acumen with strategic leadership to drive significant growth. Proven track record of scaling B2B portfolios exceeding $5M, achieving over 95% renewal rates, and driving 60% YoY product adoption across leading firms like Google, Salesforce, and Freshworks. My expertise in operational excellence, customer centricity, and entrepreneurial execution consistently delivers high-impact outcomes and accelerates market expansion.
Work
GyanGrove Private Limited
|GTM and Customer Experience Lead
Bangalore, Karnataka, India
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Summary
Led the founding, scaling, and successful acquisition of a communication and community SaaS platform, driving comprehensive GTM and CX strategies.
Highlights
Successfully founded and scaled a communication and community SaaS platform from concept to acquisition within 20 months.
Directed end-to-end GTM and Customer Experience strategies across presales, sales, onboarding, and support, enhancing product adoption and customer satisfaction.
Established scalable operations for pipeline tracking, lead qualification, and conversion, accelerating early B2B customer acquisition.
Reduced development cycles by 40% through agile practices and cross-functional alignment, leading GTM execution from inception.
Expanded market reach by 60% and unlocked new revenue streams by introducing a partnership-led GTM model.
Boosted delivery speed by 50% and streamlined post-sale operations through the implementation of OKRs, agile rituals, and automation tools.
Freshworks
|Lead Customer Success Manager
Bangalore, Karnataka, India
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Summary
Managed strategic enterprise accounts, driving significant revenue retention and customer satisfaction through proactive customer success initiatives.
Highlights
Managed 6 top-tier strategic enterprise accounts ($5-6M ARR), achieving 15-20% YoY net revenue retention growth and over 95% renewals.
Led 4 major feature releases based on customer feedback, increasing adoption by 30% and reducing churn by 15%.
Identified over $1M+ in expansion opportunities through executive QBRs/EBRs, contributing to a 90%+ retention and $1M+ expansion.
Developed scalable onboarding playbooks, reducing time to value by 35% across key accounts.
Achieved >98% CSAT by aligning technical needs with business goals and executive KPIs, earning 'CSM of the Quarter' recognition.
Mentored 4 junior CSMs, enhancing their account management and forecasting skills.
Salesforce
|Customer Success
Bangalore, Karnataka, India
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Summary
Drove customer engagement and implementation success for 20 enterprise accounts across EMEA and US through strategic customer success initiatives.
Highlights
Managed 20 enterprise accounts across EMEA and US, boosting client engagement by 25% through proactive success planning.
Achieved 90%+ implementation success by aligning business objectives with technical outcomes.
Developed scalable customer journey frameworks, enabling consistent delivery and supporting team expansion.
Expanded pipeline by 18% through proactive success planning and strategic account management.
Chrome Enterprise Specialist III (APAC)
Bangalore, Karnataka, India
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Summary
Spearheaded onboarding and enablement for Chrome Enterprise across APAC, driving substantial product adoption and providing strategic technical advisory.
Highlights
Led onboarding and enablement for Chrome Enterprise across APAC mid-market and enterprise clients, driving 60% YoY product adoption growth.
Drove product adoption through targeted GTM alignment and success programs, enhancing client engagement.
Served as a trusted advisor to strategic accounts, communicating ROI-based value and securing executive buy-in.
Presented technical Proofs of Concept (PoCs) as compelling business transformation stories, demonstrating measurable ROI.
ObjectWin Technology
|Sr. Business Development Executive
Bangalore, Karnataka, India
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Summary
Managed and mentored an inside sales team while overseeing the full sales lifecycle for mid-market and enterprise accounts.
Highlights
Managed and mentored an inside sales team of 3, enhancing their skills in prospecting, pipeline management, and closing techniques.
Conducted over 250 tailored demos across US territories, achieving a 20% win rate on qualified leads.
Oversaw the complete sales lifecycle for mid-market and enterprise accounts, from initial prospecting to deal closure.
Technomandi
|Founder
Bangalore, Karnataka, India
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Summary
Founded and successfully scaled a tech support company, building a 10-member team and establishing 20+ strategic partnerships.
Highlights
Founded and scaled a customer-centric B2B SaaS platform, leading to its acquisition within 2 years.
Built and managed a 10-member team, establishing 20+ strategic partnerships to expand market reach.
Directed end-to-end operations, including marketing, sales, customer support, and partner management.
IBM
|CCE Operations Analyst
Bangalore, Karnataka, India
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Summary
Provided technical solutions and contributed to enhancements for Java-based enterprise applications, ensuring high system reliability.
Highlights
Provided technical solutions for Java-based enterprise applications, ensuring high system reliability and performance.
Contributed to significant enhancements of business-critical Java applications across various client projects.
Certificates
Introduction to AWS for Non-Engineers
Issued By
AWS
Generative AI and Large Language Models on AWS
Issued By
AWS
Data Science Professional Certificate by KNIME
Issued By
KNIME
Digital Transformation for Leaders in the AI Era
Issued By
Industry Body (Inferred)
Foundation of Project Management
Issued By
Industry Body (Inferred)
Strategic Partnerships and Collaborations
Issued By
Industry Body (Inferred)
Sales Management Foundations
Issued By
Industry Body (Inferred)
Skills
Customer Success
Customer Success Management, Account Management, Strategic Account Planning, Customer Experience, VoC Programs, Product Adoption, Success Planning, Churn Management, Retention Strategies, Customer Onboarding.
Sales & Revenue
Business Development, Consultative Selling, Revenue Growth & Expansion, Partner Management, Strategic Partnerships, Pipeline Management, Sales Forecasting, Territory Management, Channel Development, Deal Negotiation.
Leadership & Strategy
Conflict Management, Program Management, Strategic Planning, Change Management, Executive Communication, Team Leadership, Stakeholder Management, Cross-Functional Coordination.
Technical & Tools
CRM, SaaS Platforms, Cloud Technologies, Revenue Operations, Success Playbooks, Automation, SDLC, PDLC, Generative AI.