Bengaluru, Karnataka, India
Most people think Customer Success is about putting out fires. I think it's about making sure they never start. I started my SaaS career at Sprinklr, where I spent ~7 years helping global brands manage customer experience at enterprise scale — leading teams, consulting on platform strategy, and learning what it takes to make clients stay and grow. That foundation brought me to GoKwik, where I now lead Customer Success for KwikEngage — GoKwik's omni-channel retention engine powering WhatsApp, Email, SMS and RCS for India's fastest-growing D2C brands. I've built and mentored CS teams from the ground up — hiring, training, and shaping the playbooks they operate from daily. What I care about most: helping merchants see real value, building people who take ownership, and proving that Customer Success is a revenue function — not a cost center. Always happy to connect with D2C founders thinking about retention, CS leaders exchanging playbooks, or anyone who believes customers deserve more than a helpdesk.
KwikEngage is GoKwik's unified marketing, retention, and support platform — powering the entire customer lifecycle for D2C brands across WhatsApp, Email, SMS, Instagram, Web Chat, and Mobile Push. I lead Customer Success for this product line. That means owning the merchant experience end-to-end: adoption, retention strategy, churn intervention, and expansion. The work is equal parts strategic and hands-on. One day it's designing the playbook, the next it's sitting across from a D2C founder working through their retention numbers. Product and Engineering get the merchant's voice through my team. Merchants get real value through the product. That loop is what I care about most. Key Responsibilities: 🔹 Team Leadership & Development: Manage, coach, and grow a team of Customer Success Managers (CSMs) and Sr. CSMs, fostering a high-performance culture focused on customer retention, upsell, and advocacy. Create and implement training programs, regular check-ins, and performance frameworks. 🔹 Strategic Customer Growth: Drive product adoption, identify upsell and cross-sell opportunities, and work with CSMs to build account growth strategies rooted in data and customer feedback. 🔹 Executive Stakeholder Engagement: Build trusted relationships with senior stakeholders at D2C brands, understanding their evolving business goals and ensuring our solutions deliver measurable value. 🔹 Cross-functional Collaboration: Act as a voice of the customer within GoKwik. Partner with Product, Engineering, Sales, and Marketing to inform roadmaps, shape GTM strategy, and improve end-to-end customer experience. 🔹 Customer Advocacy & Retention: Develop programs to improve customer health, reduce churn, and increase satisfaction—ensuring long-term partnerships and merchant success.
» Develop and Implement Customer Success Strategies: Defining success metrics, creating onboarding programs, and establishing playbooks for customer journeys. » Manage the Customer Success Team: Recruit, train, and mentor CSMs, fostering a high-performing team focused on exceeding customer expectations and achieving retention goals. » Drive customer adoption and growth: Analyze customer usage data and identify opportunities to increase product adoption and upsell/cross-sell solutions. » Build Strong Relationships with Key D2C Econominc Buyers: Acting as a trusted advisor, proactively understanding customer needs, and ensuring their challenges are addressed effectively. » Collaborate across Departments: Work closely with Sales, Marketing, Product, and Engineering teams to ensure a seamless customer experience and inform product development based on customer needs. » Develop and Implement Best Practices: Stay up-to-date on industry trends and best practices and implement these to optimize the customer success function.
GoKwik is a platform for solving shopping experience problems on e-commerce websites on the internet. Backed by Marquee Investors like Sequoia Capital, Matrix Partners and RTP Global, we are trying to democratise the shopping experience. In my role at GoKwik, I am entrusted with building and nurturing strong relationships with our D2C Merchants. I collaborate closely with cross-functional teams to ensure seamless onboarding, implementation, ongoing support, customer retention and growth. Prime Focus: Strategic Partnerships: Cultivating partnerships with key stakeholders to understand their business objectives and align our solutions to meet their needs. Data-Driven Insights: Leveraging data analytics to provide Merchants with actionable insights, helping them make informed decisions that drive revenue growth. Proactive Issue Resolution: Anticipating and addressing challenges before they escalate, ensuring customer satisfaction and loyalty. Product Advocacy: Serving as a liaison between Merchants and our product development teams, advocating for features and enhancements that align with customer needs. Customer Training Workshops: Conducting workshops to educate clients about our platform's capabilities, enabling them to unlock its full potential. Growing Books: Orchestrating a harmonious collaboration between the sales and success teams to forge an upsurge in revenue by capitalizing on upsell and cross-sell opportunities. Retention Through Relationship: Developing a client-centric culture that thrives on ongoing engagement and relationship-building. #GoKwik #CustomerSuccess #D2C #RelationshipBuilding #BusinessGrowth #DataDrivenInsights
My role primarily involved: • Leading the full lifecycle of a project including, business analysis, functional specification, system design, platform configuration, testing, training, and defining support procedures • Serving as an integrator between business needs and the Sprinklr solution by driving client discovery to gather all necessary requirements • Managing and optimizing the configuration of the onboarded client, to ensure their continued success with the platform • Providing oversight on any additional enablement of the software deployment to be in line with the current architecture and future client needs or business requirements • Assisting the Sales and Success Teams in providing insight into client health, and working to win new business and/or grow existing accounts
Served one of the largest Technological Corporations & one of the largest Computer Manufacturing Brands in the world. My role included Leading the project & Team, Consulting, and Auditing the brand in Customer Experience and Engagement. This includes feedback, counseling, and training over 50 Social Media Executives. Other responsibilities : » Delegate tasks and set deadlines » Set clear team goals » Oversee day-to-day operation » Monitor team performance and report on metrics » Discover training needs and provide coaching » Recognize high performance and reward accomplishments » Organize team building activities
Industries/Projects Handled - An American multinational corporation that is engaged in the design, development, manufacturing, and worldwide marketing and sales of footwear, apparel, equipment, accessories and services. One of the leading Automobile Imdustries in the world An American-based multinational fast food chain An American multinational technology company that develops, sells, repairs, and supports computers and related products and services Tools used - Sprinklr Other experience: -Ideating and executing social media-specific campaigns that help build brand awareness and support marketing activities like brand campaigns, micro-content strategies, social media engagement. -Creating strategies using Listening tool to help brand listen to the communities and analyzing the conversations across Social media(ORM). -Monitoring effective benchmarks for measuring the impact of social media campaigns, and analyze, review, and report the health of communities across all Sprinklr social touchpoints (Twitter, Facebook, Instagram, LinkedIn) -Building communities consisting of prospects, influencers, clients, agencies, PR practitioners through lead researching and profiling. -Exploring upcoming social networks and creative use of current properties which includes campaign monitoring, campaign reporting, event monitoring, prospect & audience building. -Social Media Relationship Management for Global Brands (Fortune 100 brands)
» Involved in End to end recruitment » Involved in conducting Volume hiring » Involved in the evaluation and review of multiple resumes for required skills pertaining to job requisitions with the judgment to identify qualified candidates » Successfully involved in identifying and recruiting contract, contract-to-hire, and permanent hire candidates » Interacting with Business Managers
Research on Branding, its need and importance with special reference to National Plastic Industries