Madhup Nagpal

Sr Vice President @Druva

US

Senior Vice President with enterprise-wide accountability for Customer Success, Global Support, Professional Services, and TAM, supporting global customers and directly impacting revenue retention and renewal predictability.Executive oversight of a global organization of 100+ professionals, including Sr, Directors and Senior Managers, with responsibility for org design, hiring, performance management, and succession planning.Established company-wide customer health and renewal frameworks, improving retention from ~80% to 90%+ and increasing executive visibility into churn and downsell risk for enterprise customers.Executive sponsor of AI-driven CX and productivity initiatives, including AI co-pilots, knowledge automation, and predictive health analytics, improving customer experience and enabling scalable operations without proportional headcount growth.Implemented global operating and capacity planning models, delivering ~20% improvement in utilization and productivity while maintaining industry-leading CX metrics.Executive ownership of $10M+ operating budgetSenior customer executive partner to Product, Engineering, Sales, and Finance, influencing roadmap priorities, escalation outcomes, and renewal strategies.Executive sponsor for strategic and at-risk customers, leading C-level engagements, executive QBRs, and complex escalations impacting retention and expansion.Established enterprise standards for onboarding, QBR governance, renewal readiness, forecasting, and escalation management, enabling scalable and repeatable customer operations.

Rajiv Gandhi Prodyogiki Vishwavidyalaya

Bachelor’s Degree, Computer Science Engineering

Symbiosis Institute of Business Management, Pune

Master of Business Administration (M.B.A.), Business Administration and Management, General