Sushruth Kumar

About Sushruth Kumar

With over 14+ years of experience across customer success, sales/business development, and marketing, I specialize in creating exceptional end-to-end customer journeys that drive retention, loyalty, and long-term value. I have successfully built and optimized customer success frameworks that align business goals with customer outcomes—enhancing CSAT, lowering CES, and elevating NPS and Customer Health Scores (CHS) consistently across diverse client portfolios.My core strengths lie in client onboarding, relationship management, account expansion, renewal strategy, and churn mitigation, ensuring seamless adoption and maximum ROI for customers. I excel at understanding industry-specific challenges, mapping customer pain points, and designing tailored success plans that promote stronger product utilization, higher engagement, and measurable business impact.I have extensive experience in B2B account management, identifying opportunities for upsell, cross-sell, and resell, and driving expansion revenue through value-driven conversations. I collaborate closely with cross-functional teams (Product, Sales, Marketing, and Support) to improve customer lifecycle management, enhance feature adoption, streamline escalation paths, and deliver proactive, empathy-led support.Leveraging leading customer success and automation tools such as HubSpot, Zoho, Zendesk, Freshdesk, Gainsight, and Salesforce, I streamline workflows, build scalable playbooks, and implement data-driven strategies that improve operational efficiency. My ability to gather feedback, conduct QBRs/EBRs, analyze customer health metrics, and translate insights into actionable growth initiatives has contributed to consistent retention improvements and revenue acceleration.Driven by a passion for delivering exceptional customer experiences, my mission is to build strong, trust-based relationships that maximize customer lifetime value. I am committed to fostering advocacy, reducing churn, improving product adoption, and ensuring customers achieve success at every stage of their journey. With a keen eye for creating compelling content and communication, I craft impactful messaging that guides customers toward measurable, meaningful outcomes.

Experience

1. Head of Customer Success

   Newgen Technomate

   Jan 2024 — Present · IN

   Led global Customer Success and Account Management for digital and SaaSengagements across US, APAC, SEA, and Europe• Acted as executive sponsor for CXOs, VPs, Directors, CMOs, CIOs, and DigitalTransformation Heads• Owned the post-sales customer lifecycle including onboarding, adoption, valuerealization, renewals, and expansion• Drove digital transformation initiatives across web platforms, UI/UX modernization,and SaaS adoption• Partnered with customer leadership teams to align solutions with business outcomesand growth KPIs• Established structured QBRs, EBRs, and executive governance models• Measured and improved CSAT, NPS, CES, CHS, TAT, and renewal readiness• Identified upsell and cross-sell opportunities across products, services, and managedofferings• Led renewal strategy discussions with C-suite and VP-level stakeholders• Managed escalations, risk mitigation, and long-term account health• Built and led a global CSM & Account Management team• Drove predictable renewal and expansion forecasting aligned with finance and salesleadershipRevenue & Targets:Owned a $4.5M–$5M ARR portfolio, achieving 120%+ NRR.

Education

• AP Board

  Associate's degree, Biology/Biological Sciences, General

• Kendriya Vidyalaya

  SSC

  1990 — 2001

• Osmania University

  Bachelor of Science - BS, Biotechnology

• Osmania University

  Master of Business Administration - MBA, Marketing/Marketing Management, General

  2007 — 2009