Abhi K.
Senior Customer Success Manager Saas Adoption & Strategic Growth for F500 Enterprises @Aibuild
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WORK HISTORY
Senior Customer Success Manager Saas Adoption & Strategic Growth for F500 Enterprises @Aibuild
Houston, TX, US
Led customer success for US expansion of AI Build, a fast-growing B2B SaaS enabling cloud-connected, autonomous additive manufacturing for space, manufacturing, and energy clients.• Created a ticketing system for scratch in JIRA and Pipedrive to track customer onboarding cycle, leading to enhanced customer onboarding, satisfaction, and retention, reducing customer churn by 20% and retaining $200k YoY revenue.• Created GenAI-powered onboarding academy, producing customized training materials to increase customer self-sufficiency and accelerate product adoption for industrial and manufacturing sector customers like ABB, Nikon, and Kuka, leading to a 35% increase in subscription renewal rate.• Created SOPs for strategic account management, triggering cross-sell and upsell opportunities at critical inflection points in the customer journey.• Served as the trusted advisor between internal product teams and customer leadership, intercepting risks and managing escalations early, enhancing customer trust and satisfaction scores by 30%.• Deployed Voice of the Customer (VoC) program to gather customers’ feedback, identify use-cases, and drive new product features for the manufacturing automation software, leading to pull-through revenue of $1M / year.• Established rapid response templates for service teams, reducing initial customer engagement time from 2 hours to 15 minutes, setting a new industry standard.
EDUCATION
The Ohio State University
Bachelor of Science - BS
Case Western Reserve University
Master of Science - MS
Rice Business - Jones Graduate School of Business
Master of Business Administration - MBA
SKILLS
ABOUT ABHI K.
Senior Customer Success Leader with 10+ years of experience in customer success, account management, and operations across both F500 companies and fast-growing startups in manufacturing, energy, space technology, and B2B SaaS. Proven track record of successfully managing complex customer relationships and driving multi-million-dollar ARR with household names like ABB, Adidas, and NASA. Expert in enabling client success via enhanced customer adoption, retention, engagement, cross-selling, and upselling opportunities. Core competencies include AI-accelerated 3D printing, Additive Manufacturing, Customer Relationship Management (CRM), Customer Interaction Management (CIM), Customer Value Creation (CVC), Account Management, and Negotiations. Holds an MBA from Rice University and a Master\'s in Mechanical Engineering from Case Western University. • Created GenAI-powered onboarding academy, producing customized training materials to increase customer self- sufficiency and accelerate product adoption for industrial and manufacturing sector customers like ABB, Nikon, and Kuka, leading to a 35% increase in subscription renewal rate. • Deployed Voice of the Customer (VoC) program to gather customers’ feedback, identify use-cases, and drive new product features for the manufacturing automation software, leading to pull-through revenue of $1M / year. • Led customer success for US expansion of AI Build, a fast-growing B2B SaaS enabling cloud-connected, autonomous additive manufacturing for space, manufacturing, and energy clients.
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