New York, New York, United States
Param is a customer-obsessed product management professional with 15+ years experience delivering proven results in individual contributor and management roles across hardware, software, GTM, and product teams. From cofounding a SaaS startup, scaling a customer success function within Freshworks, to managing product for one of five core product lines, Param thrives building products and teams in the enterprise software space. Today, he is leading PLG product management team at Kore.ai. I’m a principal-level product leader and problem solver with 15+ years of experience building, operating, and owning products and platforms in enterprise SaaS. My career spans across product management, operational leadership and company-building, which gives me a practical perspective on how problems show up in the real world and how scalable solutions get delivered. Currently, I lead solution-level product strategy for Kore.ai’s AI platform and Agent Marketplace, helping enterprises move beyond static templates to design, adapt, and operationalize agentic workflows that deliver real business outcomes. My role includes owning the Marketplace roadmap integrating platform capabilities, enabling partner ecosystems, and working closely with GTM and sales teams to reduce time-to-value for AI builders. Before Kore.ai, I spent eight years at Freshworks in two complementary leadership roles. I first built the Customer Success function from the ground up, starting as the company’s first CSM and scaling it to over 200 globally. This work included designing processes, operations, tooling, and data infrastructure while managing a global team. I later transitioned into product leadership, leading product management for the Customer Success Management SaaS product acquired from Natero and rebranded as Freshsuccess within Freshworks’ CX suite. Earlier in my career, I co-founded a B2B SaaS startup, OpenSilo, which was a product similar to Slack with the additional people and expertise mapping component to automatically build a knowledge base. I enjoy operating as a product or solution owner, aligning teams with or without direct authority, challenging assumptions, and building platforms that scale responsibly. I’m particularly interested in how AI can be applied thoughtfully to improve how work gets done across enterprises.
I lead solution-level product strategy for Kore.ai’s AI Agent Marketplace and applied AI platform, focused on helping enterprises and mid-market customers design, deploy, and scale agentic workflows that drive real business outcomes. - Own the agent marketplace strategy and roadmap, spanning first-party and partner-published agents, design patterns, and extensibility frameworks. - Shift builder mindset from deploying static templates to learning how to design, adapt, and operationalize production-ready AI agents. - Develop solution & use cases accelerators integrating across Kore's product offerings: Agent platform, data connectors, orchestration, and governance layers to deliver outcomes across enterprise end-to-end journeys, processes, and workflows. - Partner closely with SI partners, internal GTM, sales, and enablement teams to package agent solutions for vertical segments as well as commercial and enterprise buyers, improving time-to-value. - Built the infrastructure and governance model to publish quality agent solutions into the marketplace. - Drove rapid marketplace adoption: 100+ agent use cases across sales, marketing, customer service, operations, HR, and IT. - Lead and mentor a team of AI product managers focused on agent design, evaluation, safety, and scale Kore’s AI platform is consistently Leader by Gartner's Magic Quadrant for Conversational & Generative AI platforms. Our customer base includes over 200 enterprises in the Fortune 1000 and growing.
I lead PM for our SaaS Customer Success Management (CSM) product. From championing the acquisition of Natero (top 5 CSM platform), leading its integration into Freshworks product portfolio, and driving the product strategy, I helped relaunch and reposition the acquired product as the value leader customer success platform in the mid-market segment.
I helped cofound the Freshworks customer success team globally and directly managed the North America team. Grew the team from zero to 12 CSMs to assure every US mid-market / enterprise customer is achieving success through all stages of the customer journey across our multiple products. The team leverages relationship building + data analysis + proactive orchestration to optimize product adoption, customer retention, and revenue expansion. With more than 200k customers in 145 countries, Freshworks is a market leader in cloud customer management applications. The company is backed by Accel Partners, Sequoia Capital, Tiger Global and Google Capital. It has also released 9 products to date: Freshdesk, Freshservice, Freshsales, Freshmarketer, Freshteam, Freshchat, and Freshcaller, Freshrelease, and Freshsuccess.
At OpenSilo, we developed a cloud-based team communication product which helps employees collaborate, and find answers within their company. The first product we launched was a chat similar to Slack with added Quora-like functionality to find relevant knowledge and relevant experts within a company. The product featured Channels + Beacons where Channels were for #group conversations, and Beacons for pointed Q&A discussions. When resolved, Beacon conversations become a unit of an automatically growing knowledge base. This helps folks with the same question in the future, but also consequent discussion allows the knowledge base to stay updated organically. Our second customer-facing solution lets companies instantly build customer help pages which understand and answer frequently asked questions for instant self service support. Our engine automatically indexes content from various sources (documentation, community, etc) to give customers a unified search experience, combined with intelligent features to learn from tickets data in help desk CRMs to boost discoverability of content.
As the account manager of the Amazon account, I was responsible for discovering, closing, and growing the presence of TI's semiconductor technology in Amazon's hardware devices. Specifically during my time there, I helped launch the Kindle Fire HD tablet using the Texas Instruments OMAP platform. My role required working with various engineering teams at both Amazon and Texas Instruments to assure successful development, and ultimately a successful launch of the tablet. This program was one of the most successful at TI (at the time), and the account grew from $1m to over $250m in revenue in 2 years. I was directly responsible for $35m of revenue.
Completed Texas Instruments technical sales and leadership training program. This involved learning the breadth of TI’s business (design, manufacturing, marketing, sales, and customer support) to sell and implement TI's semiconductor into customers’ hardware products.