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Customer Success Leader | B2B SAAS I IIM A
I've been on both sides of the SaaS relationship. Before building Customer Success organisations for a living, I ran an FMCG distribution business in Mumbai for five years — managing 1,000+ retail and wholesale outlets for SC Johnson, Emami, Dabur, and others. That grounding shapes everything about how I work with customers: I understand the distributor's pressure, the field sales rep's reality, and the gap between what software promises and what the last mile actually needs. Over 12 years in B2B SaaS, I've built CS functions from the ground up at five companies — across FMCG/RTM, logistics technology, healthcare, and sales automation. I've taken a company to a Unicorn status, another one from less than $100K to $7M+ ARR, led global CS teams across India, SEA, MEA, and the Americas, owned NRR and GRR quotas at VP and C-suite level, and built the systems — Health Scores, governance processes, account planning frameworks — that make CS predictable rather than reactive. I completed an MBA from IIM Ahmedabad while running a 100+ person CS organisation full-time. The through-line in every role: I build CS engines that compound. Not just teams that manage accounts, but structured systems where retention is measurable, expansion is planned, and early warning exists before a churn becomes a surprise. I'm drawn to companies where CS is a revenue function, not a support function — and where the CCO seat carries real commercial accountability alongside operational ownership.
Indian Institute of Management Ahmedabad
Master of Business Administration - MBA, Business Administration and Management, General
September 1, 2021 – August 1, 2022
University of Mumbai
Bachelor's Degree, Business/Commerce, General
January 1, 2005 – January 1, 2008
Dr.D.Y. Patil Institute Of Pharmacy
Diploma in Pharmacy, Pharmacy
January 1, 2003 – January 1, 2005
St.Joseph's High School, Vikhroli
SSC
January 1, 1988 – January 1, 2000
Bizom
Chief Customer Officer
August 1, 2025 – Present
Bengaluru · On-site
Locus
Vice President of Global Customer Success
September 1, 2023 – August 1, 2025
Bengaluru · On-site
Propel CS
Co-Founder
February 1, 2023 – July 1, 2025
Greater Bengaluru Area · Remote
Loop
Vice President Customer Success
February 1, 2022 – January 1, 2023
Greater Bengaluru Area · On-site
LeadSquared
Head - Customer Success and Operations
January 1, 2020 – February 1, 2022
Greater Bengaluru Area
Mobisy Technologies Pvt. Ltd.
VP - Channel Sales & Business Development
September 1, 2017 – January 1, 2020
Mobisy Technologies Pvt. Ltd.
Head - Customer Success and Operations
December 1, 2014 – January 1, 2020
Elevogue.com
Co Founder
September 1, 2012 – November 1, 2014
Mumbai Area, India · On-site
Citibank India
Analyst
May 1, 2012 – August 1, 2013
Mumbai
Altisource
Quality Assurance Analyst
October 1, 2011 – April 1, 2012
Mumbai Area, India
eClerx
Financial Analyst
November 1, 2010 – October 1, 2011
Airoli · On-site
Saii Enterprises
Proprietor
January 1, 2005 – August 1, 2010
Mumbai Metropolitan Region
Transitioning from Manager to Leader
June 30, 2026 – Present
Cultural Fit Analysis
The candidate's diverse experience across startups (Elevogue, Propel CS, Loop Health) and established SaaS companies (Bizom, Locus, LeadSquared) indicates adaptability and an entrepreneurial spirit. Their co-founding roles and history of building functions from the ground up suggest a proactive, ownership-driven mindset. The target role of 'Customer Trainer' is a significant departure from their senior leadership roles (CCO, VP Global CS). While their deep customer success expertise is relevant, the role's scope might be a mismatch for their executive-level experience and strategic focus, potentially leading to underutilization of their leadership capabilities. However, their extensive experience in customer engagement and understanding customer needs could be highly beneficial for training.
Soft Skills & Operational Fit
The candidate demonstrates strong leadership, strategic thinking, problem-solving, and cross-functional collaboration skills through their extensive experience in building and leading large customer success organizations. Their entrepreneurial background and experience in establishing new functions highlight initiative and adaptability. Operational fit is strong given their focus on process improvement, system integration, and data-driven decision-making in customer success.