Dhiraj B. Patil
Manager Customer Success Operations @Litmus GCC Pune
- Role
- Manager of Customer Success Operations at Litmus
- Location
- Pune District, MH, IN
- LinkedIn followers
- 500 followers
About Dhiraj B. Patil
Seasoned Program / Project Management professional with 16+ years of experience in Industry 4.0, OT Security, Industrial Automation, and IT-OT Convergence. Proven expertise in leading large-scale global programs, digital transformation initiatives, and secure industrial deployments across India, UK, Singapore, USA, and Europe.PMP® certified with strong capabilities in program governance, stakeholder management, risk mitigation, delivery management, and cross-functional team leadership. Experienced in managing multi-vendor environments, enterprise-scale implementations, and complex transformation programs within manufacturing and industrial domains.Currently working as Manager – Customer Success Operations, responsible for:Driving Customer Success Strategy, Customer Lifecycle Management, and Value RealizationLeading global delivery teams and 24x7 follow-the-sun support models (Tier 1, Tier 2, Tier 3)Managing customer onboarding, adoption, retention, and expansion (CSAT, NPS, churn reduction)Establishing SLA/KPI-driven governance, escalation management, and service excellence frameworksCollaborating with Sales, Delivery, Product, and Engineering teams for improved customer outcomesImplementing process standardization, automation, and continuous improvement initiativesCore competencies include:Program Management | Customer Success | OT Security | Industry 4.0 | IT-OT Convergence | Industrial Automation | Digital Transformation | Stakeholder Management | Risk & Compliance | SLA/KPI Management | Global Delivery | Service Operations | Process Optimization | Agile & SAFe Practices
Experience
Manager of Customer Success Operations
Mar 2026 — Present
Lead end-to-end Customer Success operations, ensuring efficient process execution and continuous improvementDefine and standardize CS processes, tools, and methodologies in alignment with global teamsDrive large-scale project delivery across IoT & Edge platforms, ensuring quality, timelines, and governanceManage MIS, reporting, and performance metrics for data-driven decision-makingBuild and mentor high-performing cross-functional teams (pre-sales, delivery, support)Establish knowledge management practices and reusable assets for operational efficiencyAct as a key customer stakeholder interface, ensuring satisfaction and long-term relationshipsOwn escalation management and ensure seamless transition from delivery to steady-state operationsSupport revenue growth through pre-sales collaboration, solutioning, and commercial proposals (SOWs)Oversee resource planning, utilization, and financial operations including invoicing and renewals
Education
Principal L N Welingkar Institute of Management Development and Research L. N. Road, Opp. Matunga Gymkhana, Matunga (Central) Mumbai 400 019
Post-Graduate Degree in Management (HB), Supply Chain Management
2015 — 2017
V.E.S. Institute of Technology
B.E., Instrumentation
2005 — 2009
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