Joe Pradeep

About Joe Pradeep

Driving Global SaaS Success | CX Leadership | GenAI Strategy | Now at HCLTechI’m a customer success leader who enjoys building simple, scalable systems that help customers get real value from technology. I focus on clear communication, strong fundamentals, and using AI in practical ways that make customer engagement smarter and more human not more complicated.I love leading teams, designing digital-first journeys, and turning insights into actions that genuinely move the needle for customers. My approach is calm, structured, and collaborative, with a belief that consistent basics and thoughtful automation create the biggest impact.At the end of the day, my goal is simple:help customers win, help teams grow, and use AI to scale what really matters.

Experience

1. Manager, Scaled Solution Success Team

   HCLTech

   Jun 2025 — Present · Bengaluru, IN

   I lead the India Digital Solution Success function for Global Flexera/Snow’s enterprise portfolio, driving AI-powered customer engagement, scalable value delivery, and global retention outcomes. I manage a high-performing Digital CSM team and own the full customer lifecycle across thousands of enterprise accounts.• Built and operationalized a next-generation Digital CSM model using AI-driven insights, automated playbooks, and predictive customer health scoring.• Modernized customer engagement with AI-assisted outreach, journey orchestration, and value reporting, significantly improving adoption and time-to-value.• Designed enterprise-grade success frameworks standardized SOPs, AI-enabled workflows, and digital-first engagement strategies used across global teams.• Driving measurable improvements in renewal readiness, product stickiness, and customer satisfaction through data-led decisioning and proactive value alignment.• Acted as a strategic partner with Sales, Renewals, Support, and Product, accelerating issue resolution, enhancing roadmap visibility, and strengthening executive alignment.• Represented the Digital Success function at cross-functional leadership forums, showcasing automation wins, scalable processes, and customer outcome metrics.AI-enabled customer success • Scalable digital operations • Enterprise customer lifecycle ownership • Strategic communication • Process excellence • Team capability development • Executive-level storytelling

Education

• Indian Institute of Management, Kozhikode

  Business Analytics

• Assumption High School

  SSLC, Schooling

• Bangalore University

  Bachelor of Business Administration - BBA, Marketing

  2006 — 2009

• Visvesvaraya Technological University

  Master of Business Administration - MBA, Marketing

  2009 — 2011

Skills

• Digital Media
• Sales Presentations
• Sales Management
• B2b
• Direct Marketing
• Competitive Analysis
• Business Strategy
• Marketing Management
• Email Marketing
• Sales
• Marketing Communications
• Lead Generation
• Market Research
• Management
• Online Advertising
• Crm
• Advertising
• Digital Strategy
• Business Development
• Brand Management
• Marketing Strategy
• Digital Marketing
• B2b Marketing