Mohan Kumar

About Mohan Kumar

Seasoned business leader, customer success coach, CS career advisor with 15+ years of a successful track record of building and growing customer success and support teams for CDN/Cloud, SaaS, and internet business. Strong and deep experience in building and managing teams across customer success, sales and services functions. Successes include driving churn from north of 8% to 2% and drive growth through organic and inorganic growth to grow the ARR by 3% Q to Q and creating a revenue line of 1 Mil. Experienced in SaaS, Internet, and CDN. The tenure spreads across a number of global companies including top fortune 100 companies. Led global customer success organization across Geos and managed the entire growth operation value chain. Managed partner program to onboard partners and build the channel business and drive indirect business. Strong global experience in operations, building teams, executing complex projects, setting up new systems/processes, hiring across all levels, and fostering an environment for individuals to succeed and grow. Specialties: Leadership, Customer Success, Sales, Strategy, Project management, Business Development, Operations, Talent Acquisition and Management, Account Management, Alliance and Channel Management

Experience

1. Associate Director, Customer Success

   PowerSchool

   Jul 2021 — Present · Bengaluru, IN

   As the CS leader for the Inside segment of the business, my responsibility was not only to drive retention organically but also to increase the net revenue retained through license and product upsell. I head the BoB of $80 mill and 50% of Powerschool customers.\\\\n\\\\nIn order to achieve the above goal, I developed several strategies, such as:\\\\n\\\\nOperations excellence: Implemented a ticketing system to track customer engagement and escalated issues. Developed a metrics system to ensure customers are treated aptly and measured. Using these metrics, we were able to define the CSM to customer ratio and to draft and implement the pooled engagement model for customers on the light engagement model. We were therefore able to scale our engagement with limited resources.\\\\n\\\\nAutomation & Digital Transformation: With automation and digital transformation, most of the customers on low engagement models can be managed via pooled engagement models. As part of scaling and sustainment, I conceptualized and spearheaded the entire project that included drafts of the digital customer journey, automated customer engagements such as \"Account review\",\"Product campaigns\", NPS responses, and customer lead generation.\\\\n\\\\nTraining & Empowering: As the team\'s sole trainer and leader, the responsibility of empowering and training members of the team lay with me. The team began as a support team and organically moved into customer success. During the training, I introduced KB (Knowledge base) articles so the team has knowledge of how to deliver solutions with superior quality and accuracy to the customer.\\\\n\\\\nThe outcome of the above is:\\\\n- For the 1st time, customer engagement is tracked and measured\\\\n- Despite still getting our team trained, we achieved our retention goal of 94% QoQ\\\\n- We increased our PO collection by 16%\\\\n- Avg resolution time was reduced from 12 days to 4.5 days\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• Bangalore University

  Bachelor's degree, Business Administration, Management and Operations

  1998 — 2003