United Kingdom
🌍 Customer Experience & SaaS Leader | Cloud Security | Building Scalable Customer Success/Professional Services/TAM Programs Across EMEA & US With 14+ years in the tech space — from cybersecurity and cloud to customer success, onboarding and post-sales strategy — I’ve spent most of my career focused on one thing: helping customers see real, measurable value from the tools they invest in right from the word go. I’ve built and scaled CS programs from the ground up, launched partner-led success models, and worked closely with cross-functional teams to improve everything from adoption to renewals. 🧩 Some things I’m proud of: Rolled out a Digital CS/TAM program, Pooled TAM/CS/PS service, pivotal role in “Protect the Base” strategy that drove $6.5M+ in renewals and $1M+ in upsell Improved retention from 82% to 89% with stronger onboarding and value-focused engagement for SMB business accounts Built and scaled a high-performing team of CSMs, Solution Consultants and TAMs across regions (grew from 3 to 8) Consistently delivered NDR >115% and GDR >92% Partnered closely with Product, Sales, and Support to align roadmaps and improve the customer journey - making strategy actionable What drives me? Building programs and teams that not only solve problems but also earn customer trust. I enjoy mentoring, rolling up my sleeves when needed, and being part of a culture that values both outcomes and people. If you're working on customer-led growth, building a Customer Experience practice, or navigating enterprise transformation in SaaS — I’d love to connect. Skills : Salesforce | Gainsight | Totango | Rocketlane | JIRA | SIEM | UEBA | Cloud Security | MSSP Delivery | Strategic Playbooks | NDR/GDR Metrics | Retention/Adoption Strategies | VOC Programs | Executive Stakeholder Engagement| MACH | Cloud Services (SaaS, IaaS, PaaS) | API Security
o Strategized and launched the Partner Customer Success practice at Securonix (since 2018), now a key pillar of our global CS roadmap. o Manage a $8M+ portfolio of enterprise and strategic MSSP/SaaS customers across EU and US, delivering consistent growth and long-term value. o Drove a 7% uplift in customer retention (from 82% to 89%) through customer success playbooks initiatives and proactive engagement models. o Lead the Customer Success, Professional Services and TAM program across EMEA, India, and the US, managing an 8-member team focused on scalable, high-impact customer engagement – growth from 3 to 8 team members o Increased product adoption by 20% through customer-centric onboarding, success planning, and executive alignment strategies. o Partnered cross-functionally with Product, Sales, and Support to deliver seamless onboarding, adoption, advocacy, and expansion initiatives. o Led strategic customer engagement efforts, including onboarding journey, QBRs/EBRs, roadmap alignment sessions, and thought leadership events across the region. o Championed talent acquisition, mentored and empowered TAMs and CSMs building performance-driven culture to increase retention and grow globally distributed CS team. o Skilled in operationalizing Customer Experience strategies using tools like Gainsight, Totango, Salesforce, Rocketlane, and JIRA to drive efficiency and insight. Key Achievements: Steer successful product integration and deployment strategy – Dev, Stage and 3 Prod instances o Strengthen and maintain strategic relationships and build Securonix champions and advocates o Partner with Sales and Professional Services teams to secure $2M annual renewal , additional renewal for 2 MSSP Partners with with 20K, 45KEPS EPS data – Solution delivery and Platform Stability strategy o Consistently hit the client satisfaction targets set
o Showcased value of the Securonix to a technical, business or C-level executive audience through presentations and demonstrations o Helped client teams to achieve value realization with tuning and technical assistance o Managed Strategic, Mid-market Accounts, responsible for renewals of $1.2M ARR o Played a pivotal role in swiftly delivering tangible business results by developing and scaling customer success operations o Established key operational metrics to gauge and enhance performance o Prepared and implemented a pilot internal MSSP CS practice group
o Collaborated closely with clients, meticulously evaluating their immediate and long-term information security challenges - devised tailored strategies leveraging Securonix to effectively address these concerns o Demonstrated expertise in client interactions, spanning strategy formulation, process enhancement, personnel growth, and the seamless integration of cutting-edge technology to drive impactful solutions o Engaged extensively with clients to conceptualize innovative technology solutions o Assisted in the creation of use case scenarios, employing Securonix Algorithms to deliver analytical insights that align with client needs o Played a pivotal role as a technical lead for Pre-Sales initiatives and Proof of Concepts in the EMEA regions. Boasted an impressive conversion rate exceeding 80%, showcasing persuasive prowess and technical acumen o Achieved progressive career advancement from 2014 to 2018: ascending through roles including Analyst, Senior Analyst, and TAM. This trajectory reflects consistent dedication and contributions to Securonix's success
Application Tester, Project: MD Anderson Cancer Center Application Testing, Client: MD Anderson Cancer Center Overview • Supervised a team of 4 testers; delegated tasks for team members, tracked progress for manual testing for the product • Performed adhoc testing for newly implemented features, updated Requirements Traceability Matrix for change requests • Analyzed, tracked and updated defect logs and performed test case updates, change request updates for the active defects Highlights • Performed root cause analysis for recurring bugs and documented the results in Team Foundation Server • Monitored progress to track irregularities and process deviation • Analyzed dynamic functional requirements, decomposed them into details and translated them into technical documentation • Designed and conceptualized QA methodology document resulting in the testing optimization, currently used as a ‘Best Practice’ in the team, reducing costs annually • Conducted knowledge transition and management training sessions for the team members on various functional modules • Coordinated and communicated with onshore and cross functional teams during regression and pilot testing • Performed tasks including system analysis, status reporting, documentation, defect management, test case analysis, defect analysis, test case writing, and test case review using Quality Center to increase productivity • Authored white Paper on “How do I Imbibe Quality in Work” at Accenture Achievements • Recognized by top management with ‘Star Of The Month’ award for 15% improvement in testing and delivery time • Assisted the team in achieving “American Delivery Excellence Award” for the year 2010-2011
Performed data analysis and research on the security and scanning domain including Optical Character Recognition Developed a working model of a security scanning system and made appropriate changes with simulation