Mahendra Rajpurohit
Lead - Customer Success @Bynry Inc.
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WORK HISTORY
Lead - Customer Success @Bynry Inc.
Pune, IN
Built and scaled Customer Success team from scratch, hiring CSM, onboarding, support (L1/L2), analyst, and adoption roles.• Planned and initiated Bynry’s first QBR to demonstrate product value and align on long-term goals with our first client.• Created SLA documentation, issue triage process, handshake flows, streamlining collaboration across CS, Product & Engineering.• Resolved 250+ issues and enhancements by collaborating with QA and Product teams to track regression and live bugs.• Supported successful go-live of key SMART360 modules including Billing, Field Assist, and Consumer web/app platforms.• Closed 14 of 15 pilot KPIs by driving engagement, end-user training, and systematic feedback integration from the SWA team.• Delivered functional guides and walkthroughs for Reporting and Communication Hub, accelerating customer onboarding and usability.• Established ticketing workflow via Zammad for seamless inter-team collaboration, issue tracking, and customer communication.• Facilitated cross-team alignment by introducing new reporting formats for issues, enhancements, and customer feedback loops.• Led data validation and billing accuracy efforts by coordinating new data ingestion and business logic updates for SMART360.
EDUCATION
Sinhgad Institute
High School, Information Technology
The University of Texas at Dallas
Master of Science (M.S.), Information Technology and Management
MIT College of Engineering, Pune University
Bachelor of Engineering (B.E.), Information Technology
SKILLS
ABOUT MAHENDRA RAJPUROHIT
I’m a customer success and program management professional with over 10 years of experience working with North America-based clients, driving outcomes across SaaS, utility, and digital transformation programs. My core strength lies in building trusted customer relationships, delivering consistent value, and leading cross-functional teams to execute strategic initiatives seamlessly.Currently at Bynry Technologies, I lead Customer Success for enterprise clients across North America and Polynesia, where I’m responsible for customer onboarding, engagement, retention, and ensuring delivery excellence. I collaborate closely with internal teams—engineering, product, support, and leadership—to deliver projects on time, manage expectations, and turn customer goals into measurable business impact.Prior to this, at Landis+Gyr, I managed large-scale utility customer programs, led digital platform rollouts, and handled critical accounts, consistently exceeding client expectations and fostering long-term partnerships. What I Do BestLeading Customer Success & Relationship Management across complex accountsDriving Project & Program Management for enterprise SaaS implementationsManaging stakeholders, expectations, and escalations with transparency and accountabilityBuilding customer lifecycle strategies that boost retention and satisfactionCollaborating across departments to ensure seamless service delivery Where I’m HeadedI\'m passionate about scaling customer success operations, building high-impact customer journeys, and leading strategic programs that drive adoption, advocacy, and growth.
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