Fixing the broken, building to scale, and making success predictable. So far that has meant founding a company at 20, running regional public-speaking clubs, standing up customer success and account management at three SaaS companies, building a community of CSMs, and writing two newsletters while learning how things are usually done.
Currently a Senior Customer Success Account Manager.
Chronically unable to leave a broken process alone.
Three SaaS companies, same starting point: the accounts existed, the process didn't. No onboarding path, no churn signal, no answer to "why did we lose that one". Each time the work was to build the operating layer under the book, then hand it to the team.
The current book is enterprise and mid-market: multi-stakeholder accounts, procurement cycles, renewals that are decided months before the date. Expansion there is argued from the customer's own usage data, not from goodwill.
Production adoption lift on the current book.
Enterprise account expansion, every quarter.
ARR book run on CS infrastructure built from scratch.
What customer success actually looks like from inside the job. Written for practitioners, not vendors.
AI and automation for people without a technical background. You don't need to be a tech person to work like one.
Small rooms where CSMs fix real mistakes. Five or six people, one real scenario, one honest post-mortem, no vendor agenda. Themes so far: AI for CSMs, churn predictability, onboarding, renewals.
Distinguished Area Director, 2019 to 2020, one of two of 62 directors across three countries to complete the Area Success Plan. Before that, one of the youngest club presidents in the district, and a winner of the International Speech Contest.
Grew up in Dwarka, Delhi. Engineering at NSIT, where I ran placements for 1,800 students and discovered I liked organising people more than circuits. Bengaluru since 2022.
I read a lot, travel when I can, and dance badly but with commitment. The travel photos are on Instagram as shotsofdesire, which tells you something about how I think about brands.
I'd like to hear about it. Email is fastest.
