I turn complex products into customer outcomes.
I am a Senior Customer Success Manager with 9+ years across complex B2B SaaS products spanning application and web security, compliance automation, email infrastructure and developer tools. I work hands-on across onboarding, adoption, retention, renewals and expansion, in close partnership with Product, Engineering, Sales and Marketing.
Senior Customer Success ManagerI listen for the pattern behind customer friction, understand the people around it and turn both into clear action.
- 9+ years
- Enterprise B2B SaaS
- Technical account management
Choose your path
What brings you here?
Explore my career for full-time roles, or see the systems and services I can build for your business.
Where I have built and delivered.
Five product environments. One consistent focus: helping customers adopt, retain and grow with complex software.
Astra Security
Astra Security
How I operate
Customer signals become business outcomes.
I connect the work that usually lives in separate tools and teams, so every customer decision has context.
Result
Adoption that compounds into retention and growth.
Customer outcome system
- 01DiscoverGoals and risk
- 02AdoptUsage and value
- 03ProveEvidence and QBRs
- 04GrowRenew and expand
Commercial proof
Five numbers. One customer system.
Portfolio ownership, retention and expansion measured together.
ARR portfolio owned
Expansion pipeline created
Net revenue retention
Gross revenue retention
Customer satisfaction
Onboard
Adopt
Renew
Expand
How I work
Keep the person, the system and the outcome in the same frame.
01Find the signal. Separate the real customer constraint from the surrounding noise.
02Work the system. Connect product, technical and commercial context before choosing the action.
03Prove the outcome. Make adoption, retention and growth visible to the people who own them.
Career & credentials
Senior Customer Success experience across application security, compliance automation, email infrastructure and developer tools.
The through-line
Technical delivery → Customer success → Growth systems
Security · Compliance · Email infrastructure · Enterprise data
Astra Security
Customer Success Consultant — Matters.AI, Sendworks & Astra Security
Led Customer Success across email infrastructure, web security and enterprise data security. Managed technical discovery, onboarding, API and platform work, adoption, support, QBRs, renewals and cross-functional delivery. At Matters.AI, built the Customer Success operating system across Pylon and Jira, supported customers including Groww, PayU, CRED, Credit Saison and Zee, and coordinated complex cloud, SaaS, endpoint and database implementations.
$2.5M Matters.AI portfolio
112% NRR
44 GCP accounts
71% to 98% classification
$1.2M Sendworks portfolio
40% faster implementation
35% fewer technical escalations
100M+ monthly emails supported
Pylon · Jira · Salesforce · HubSpot · Postman · Metabase · Databricks · EKS · Terraform · Vault
Promoted from Technical Account Manager
Senior Customer Success Manager — Appknox
Progressed from technical account delivery into strategic enterprise Customer Success. Led CSM and Product Support teams, enterprise onboarding, security POCs, QBRs, adoption, renewals, expansion, RFP and TPRM responses, and customer-led Product and GTM feedback.
$3M ARR portfolio
110% NRR
$800K expansion pipeline
450+ security POCs
90%+ POC-to-closure
100% QBR completion
Unilever
Shell
Samsung
HDFC Bank
Commercial Bank of Qatar
HubSpot · Pendo · Metabase · Crisp · SAST · DAST · RFP · TPRM
100%
renewal
Controls
Evidence
Audit
Attest
90+ SaaS companies
Customer Success Manager - Sprinto
Onboarded and supported more than 90 SaaS companies through SOC 2, ISO 27001 and other compliance programmes, including a seven-day attestation. Maintained complete QBR coverage, protected the full ARR base with zero churn, and sustained strong CSAT and NPS.
90+ SaaS companies
100% renewal rate
Zero churn
100% QBR completion
7-day fastest attestation
CSAT 9/10
NPS 9-10
HackerRank
Whatfix
Nium
Anaconda
PensionBox
SOC 2 · ISO 27001 · GDPR · HIPAA · HITRUST · CCPA · Compliance automation
Credentials
Continuous learning across Customer Success, AI, cybersecurity and technical operations.
A practical learning portfolio spanning customer outcomes, generative AI, security, GRC, cloud, sales enablement and hands-on technical foundations.
35
credentials completed
10
learning providers
5
core learning domains
Selected learning
Six credentials that best match the work.
Start with the strongest Customer Success, AI, security, technical and revenue signals. Open the complete library only when you need the detail.
The tools behind the customer work.
Customer platforms, support systems, product analytics and technical tooling used across onboarding, adoption, renewals and security programmes.
HubSpot
Pylon
Intercom
Freshdesk
Postman
Metabase
Pendo
Crisp
Recommendations
What customers and colleagues say.
Tell me what you are trying to build, fix or scale.
I am open to Senior Customer Success Manager opportunities and selected Customer Success consulting work where technical depth and customer context matter. Share the people affected, the constraint and the outcome you need. I read the details and reply myself.
Start with the context that matters
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