Software Customer Success Expert

  • Anywhere

Request Expert / Similar Expert

Click “request expert” for a free initial screening call with this expert or a similar expert regarding your expert consulting needs


Demonstrated success in delivering software solutions and developing reference accounts while mentoring staff via OKRs, strategy and processes to ensure continuous performance improvement. Proficient at building post-sales teams aimed at exceeding revenue/retention targets and increasing product adoption for accounts ranging from SMBs to Fortune 10. Extensive experience leading services sales activities, including proposal generation, RFP/SOW management, and client negotiations.

• Agile SDLC
• Sales/Pre-sales enablement
• Service offering creation and GTM
• Solution development
• Migration & Integration Projects
• SaaS
• Resource/ P&L Management
• Customer Adoption
• Partner management
• Cross-functional Collaboration

Relevant Accomplishments

  • Built the Customer Success engine from the grounds up for a data-as-a-service product.
    • Managed the complete pre-sales cycle from inception to completion, including defining business case and architecture, account planning, Proof-of-Concept (PoC) execution, engagement sizing, and services delivery.
    • Onboarded reseller and SI partners to create an entirely new business pipeline worth 7 figures.
  • Led the PS team integration across two product suites post-acquisition by the biggest competitor. Provided quality guidance as well as spearheaded PS group consisting of technical project managers, implementation consultants, onboarding managers, PS engineers and product trainers.
  • Held accountability for PS P&L while driving 100% utilization tracking compliance & attaining 95%+ CSAT.
  • Managed the delivery lifecycle for custom integrations and product plugins and created a new revenue stream with annual maintenance contracts while exceeding revenue targets by 150%.
  • Devised and implemented robust processes resulting in average PS revenue attainment of 103%+ along with 85%+ revenue growth within 2FYs.
  • Led the procurement process for replacing the PSA tool to maximize operational efficiency and for an Integration-as-a-Service vendor to extend product integration capabilities.
  • As the first PS hire in an enterprise SaaS company, established training and certification programs for employees, OEM/integration partners, and clients while building the onboarding, implementation and training groups from the grounds up.
    • Built the inter-group processes for sales to onboarding and from onboarding to CS/product handovers with focus on reportable metrics.
    • Steered overall aspects of delivery lifecycle for custom product integrations with a focus on proper scoping, resourcing, planning, documentation and deployment.
    • Exceeded revenue goals by 130% and reduced project backlog by 80% in the first 6 months to accelerate revenue recognition.
    • Introduced and executed new service offerings and processes in collaboration with product, sales, marketing, channels, and customer success organizations to achieve 60-85%+ customer onboarding margins.
    • Optimized the process for cloud data migration by 75% to expedite customer onboarding
    • Coached sales team to reduce PS discount by 18%
    • Built a company wide dashboard for visibility into PS KPIs
    • Initiated product webinars and customer journey newsletters for technical/non-technical userbase to drive product adoption and reduce support tickets.
  • • Productized various service offerings to achieve high margin engagements
  • • Created templates for various collateral used in an engagement – emails, documents, project plans, SOWs, presentations and financial reports
  • • Built the PS Program Management group from the grounds up and scaled the organization across 4 continents for an Enterprise Online Video Provider (OVP) solution. Formalized the process for incorporating customer feedback into product roadmap.
    • P&L owner for marquee accounts contributing to 35% of global PS revenue. The complex OTT engagements involved platform integration with AdTech, CDNs, CMSs and payment solutions.
  • Program Manager for a contract management system overhaul for a Tier 1 Telco to reduce overbilling/underbilling. The Business Intelligence (BI) dashboard solution had a projected savings of $37 Million in the first year.
  • Program Manager for a complex Business Intelligence (BI) initiative to reduce warranty costs by 27% and issue detection time by 64% for a large auto manufacturer.
  • Managed the purchasing system upgrade for an auto manufacturer to reduce processing time by 21%.
  • Governed the setup of EAI Global Center of Excellence for a global pharma. Established best practices and processes to improve roll out and adoption of EAI initiatives resulting in projected annual savings of $4Million. Grew the account 900%.


    • VP of Customer Success and Program Management
    • Director/Sr Director of Professional Services
    • Head of Program Management – Professional Services
    • Sr Expert – Tehcnology Consulting Services
    • Consulting Manager
    • Systems Integration Engineer


    • Master’s of Science, Computer Science
    • Bachelor’s of Engineering, Electronics and Telecommunications

Company / Industry Experience

    • Telco
    • Technology
    • Retail brands
    • Content providers
    • Fortune 10/Enterprise/Mid-Market/SM
    • Over-The-Top (OTT)
    • Digital Asset Management
    • Big Data
    • Cloud
    • B2B(2C)

Request Expert / Similar Expert

Click “request expert” for a free initial screening call with this expert or a similar expert regarding your expert consulting needs

To apply for this job email your details to