Customer Success Leader • Cybersecurity • SaaS • GTM • Product
I turn complex security products into customer outcomes.
My core is Customer Success leadership. My domain experience spans product security, application security, data security, cloud security, compliance and technical SaaS. I connect adoption, value realization, renewals and expansion with technical GTM, product feedback and executive trust.
Customer Success LeadershipProduct Security & AppSecCloud & Data SecurityGTM & SolutionsProduct StrategyAI-assisted Prototyping
Leadership fitCustomer leadership for complex, trust-heavy products
PrimaryHead, Director or Senior Manager — Customer Success
TechnicalTechnical Customer Success, TAM or Solutions leadership
Cross-functionalGTM, Product Operations and Customer Experience
9+ yearsCustomer × GTM × Product
Operating zone
Customer · Revenue · Product · Technology
Status
Open to the right conversations
years across customer-facing, technical and commercial roles
peak NRR delivered across enterprise portfolios
GRR sustained through adoption and renewal discipline
POC-to-closure performance in high-context enterprise work
customer satisfaction sustained through delivery and escalation ownership
Where I have built, learned and led.
Four companies. Different product categories. One consistent thread: making complex customer journeys easier to buy, adopt and grow.
01 / Leadership system
Customer Success at the center. Security, GTM, Product and Technology connected around it.
Cybersecurity customers expect business alignment, platform expertise, technical credibility and measurable value. I connect those expectations across the full customer lifecycle.
Customer Value
Customer Success
GTM
Product
Technical Depth
I build the customer operating system behind trusted security products.
The work becomes powerful when customer evidence moves across teams. Adoption signals inform Product. Security outcomes strengthen executive trust. A successful proof becomes a repeatable GTM story. Renewal and expansion follow visible value.
CS
Adoption, health, renewals and expansion
Lifecycle design, executive alignment, customer health, QBRs, risk management and value realization.
GTM
Discovery, proof and commercial movement
Technical discovery, demos, POCs, RFPs, security reviews, expansion signals and stronger handoffs across sales and post-sales.
Product
Customer evidence into better product decisions
Voice of customer, beta programs, adoption data, problem framing, roadmap inputs, launch readiness and feedback loops with engineering.
Tech
Product security, cloud and data context
Application security, secure SDLC, APIs, CI/CD, data security, cloud posture, compliance workflows, integrations and technical troubleshooting.
02 / Proof of work
Customer leadership with commercial ownership behind it.
I have managed customer portfolios where adoption, retention, expansion and executive trust are part of the same operating motion. The goal is simple: create value early, stay close to the customer, and turn strong outcomes into durable growth.
Portfolio leadership
Own the customer outcome. Understand the revenue outcome.
Managed a multi-million-dollar customer portfolio while building trusted executive relationships, strengthening adoption and creating room for expansion through context-led account planning.
Portfolio managed
$3M
customer portfolio ownership
Growth contribution
$800K
average upsell and cross-sell contribution
Retention & expansion
Healthy portfolios create room to grow.
Customer health, executive alignment and strong adoption discipline supported consistent retention and expansion performance.
115%Peak NRR
98%GRR
Faster path to first value.
Structured playbooks, workshops, documentation and dependency mapping helped customers move from kickoff to meaningful use sooner.
Proof that creates buyer confidence.
Technical discovery, clear success criteria and hands-on POC design helped enterprise teams evaluate complex products with confidence.
Relationships strengthened by consistent delivery.
Proactive communication, technical credibility and clear ownership supported strong customer satisfaction across demanding environments.
03 / Capability map
Customer Success first. GTM, Product and security depth around it.
Built for products where customer value depends on technical adoption, security outcomes, executive alignment and a strong feedback loop into Product and GTM.
Enterprise lifecycle leadership
Build success plans and operating rhythms across onboarding, adoption, health, value realization, executive engagement, renewal readiness, expansion and advocacy.
Proof, value and commercial movement
Support technical discovery, demonstrations, proofs of concept and value, RFPs, security reviews and sales-to-CS handoffs while preserving the customer business case.
Customer evidence into product judgment
Turn customer conversations into clear problem statements, adoption signals, beta feedback, roadmap inputs, launch learning and product decisions grounded in real usage.
Technical credibility in the room
Work across integrations, APIs, developer workflows, cloud environments and technical blockers so security, engineering and customer teams can move forward with clarity.
Security outcomes across the software lifecycle
Experience across mobile and application security, security testing, vulnerability management, remediation workflows, secure SDLC and DevSecOps customer conversations.
Context for modern security platforms
Work across data discovery, classification, posture, exposure and remediation alongside cloud SaaS environments and AWS, Azure and Google Cloud customer workflows.
Business-aligned security value
Connect platform adoption to security posture, risk reduction, audit readiness, compliance programs and outcomes that security leaders can communicate to the business.
AI-assisted building that makes ideas tangible
Use prompt-led build loops to prototype internal tools, customer workflows and product ideas, validate the user flow and review assumptions before production use.
Security SaaS customer leadership
What a product-security company should expect from its Customer Success leader.
Technical security products create value only when customers deploy them well, embed them into real workflows and can explain the outcome to security, engineering and executive stakeholders.
Translate capability into outcomeConnect platform features to risk reduction, security posture, operating priorities and measurable business value.
Guide technical adoptionWork across security, engineering, cloud, DevOps and product stakeholders to move from proof to production use.
Build executive trustCreate success plans, QBRs and EBRs that make progress, risk, value and next actions visible.
Compound customer evidenceTurn usage and customer feedback into renewals, expansion, advocacy, roadmap learning and stronger GTM stories.
CustomerSecurity Value
Security Posture
Platform Adoption
Technical Enablement
Executive Trust
Renewal & Expansion
Product Feedback
AppSec, secure SDLC, SAST, DAST, mobile security, vulnerability management, remediation and DevSecOps workflows.
DSPM, data discovery, classification, sensitive-data context, posture, exposure analysis and remediation workflows.
AWS, Azure, Google Cloud, security posture, identity and access context, cloud architecture and Kubernetes awareness.
Success plans, adoption, health, value realization, QBRs, EBRs, renewals, expansion, NRR, GRR and advocacy.
Discovery, demos, POCs, POVs, RFPs, RFIs, security reviews, business cases and technical handoffs.
Voice of Customer, beta programs, roadmap feedback, APIs, CLI, CI/CD, SQL, Python and AI-assisted prototyping.
04 / Experience
A career shaped by broader ownership at every step.
The journey has moved from technical account delivery into enterprise Customer Success, portfolio growth, GTM collaboration, product feedback and building Customer Success systems from the ground up.
2017
Service & Sales Engineering
Customer and technical foundations
2019
Technical Account Management
Appknox
2021
Customer Success
Sprinto
2023
Senior Customer Success
Appknox
2024
Customer Success
SendX
Now
Head of Customer Success
Matters.AI
Nov 2025 to presentCurrent role
Matters.AI
Head of Customer Success
Building Customer Success for a data-security platform, covering data discovery, classification, posture, technical rollout planning, adoption, customer health, renewals, executive cadence and product feedback.
The role connects customer evidence with Product, Engineering and GTM so the customer voice becomes part of how the company learns, prioritizes and grows.
Sept 2024 to Oct 2025
SendX
Customer Success Manager
Owned customer growth and technical success for a high-scale SaaS platform, covering API programs, integrations, adoption, account development, expansion and product feedback.
Jul 2021 to Dec 2022
Sprinto
Customer Success Manager
Led customer outcomes for compliance automation, connecting onboarding, evidence collection, audit readiness, SOC 2 and ISO 27001 programs, security reviews, adoption and expansion.
2019 to 2021 • 2023 to 2024Career progression
Appknox
Technical Account Manager → Senior Customer Success Manager
Progressed from Technical Account Management into strategic enterprise Customer Success for an application-security platform, covering AppSec discovery, POCs, mobile security, SAST and DAST, vulnerability remediation, renewals and expansion.
2019–2021Technical Account ManagerTechnical delivery, onboarding, SLA performance and customer coordination
2023–2024Senior Customer Success ManagerEnterprise CS, adoption, renewals, expansion and executive relationships
05 / What people say
Recommendations from managers, customers and colleagues.
The recurring themes are customer trust, technical curiosity, commercial instinct, adaptability and dependable ownership across complex engagements.
“
Niladri is a great people person and was very easy to bolt on to our customer success team. He is great with customer success, management and driving expansion revenue opportunities and would be a strong asset to any team.
“
His proactive and customer-centric approach was invaluable to our team. Niladri has a deep understanding of technology and cybersecurity, and a strong grasp of how to identify security flaws and recommend the right way to address them.
“
PensionBox got its first ISO certification and set up sophisticated security monitoring with Niladri leading the efforts. He is truly great at building relationships, understanding what is needed and doing what is good for the client.
“
Niladri is a great bet in Customer Success. He has strong experience handling customers across the globe. I have seen him upsell and cross-sell through relationship skills, and his customers trust him because he speaks data.
“
Niladri is determined and proactive. He is supportive and always gives his best to find working solutions. Even in difficult situations, he comes up with practical ideas that move the engagement forward.
“
Niladri is hardworking and highly adaptable. The way he coordinated with the team and customers ensured consistency in services. His work across renewals, onboarding and upselling made him a strong fit for customer success and account management.
“
Niladri is a determined and motivated person who gets things done. He is easy to work with, responds positively to feedback and keeps improving his skills through continuous learning.
“
‘Ridiculously efficient’ is the phrase that comes to mind when I think about Niladri. I was impressed with his ability to learn new Application Security skills day by day and with the ownership he brought to customer and project coordination.
“
Niladri has exceptional customer management skills, can manage numerous engagements at the same time and maintains positive relationships with clients. He is technically sound and dependable in IT management projects.
06 / Contact
Bring me a customer, security-adoption, growth or product challenge.
Open to full-time leadership, part-time support and focused consulting across Customer Success, technical GTM, product operations and security SaaS customer programs.
Start with the problem. Titles can come later.
I am interested in senior Customer Success leadership first, especially where cybersecurity, product security, GTM, Product and technical customer work come together.
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