Mudit Mathur

About Mudit Mathur

Global Customer Success leader with 13+ years of experience across North America, EMEA, and APAC markets at Salesforce and Cisco. Proven track record of transforming Customer Success organisations, scaling global teams, and delivering operational efficiencies, and measurable business impact. Adept at building customer retention strategies, leading AI-enabled service transformation programs, and driving operational excellence. Skilled in customer lifecycle management, retention, operational excellence, and cross-functional strategy. Adept at influencing stakeholders and driving organisational change.I lead high-performing teams focused on ensuring our customers thrive.At Salesforce, I manage a global organization of managers, swarm leads, and customer-facing engineers. My work centers around elevating customer outcomes by combining technical expertise, strategic operations, and data-informed decision-making. Whether resolving complex escalations or driving AI-powered Agentforce initiatives, my focus remains on helping customers realize the full value of their investment.I\'ve built scalable success frameworks, led global collaboration efforts, and championed enablement programs that empower teams while improving key metrics like CSAT, resolution time, and net retention. By aligning support, success, and strategy, I create customer journeys that are not only responsive—but proactive and growth-driven.I’m passionate about customer-centric innovation, building resilient teams, and using AI and automation to drive excellence across the entire customer lifecycle.Certifications & Training:Cornell University, Executive Leadership CertificateCornell University, Performance Leadership CertificateBuilding Effective Teams (Duke Corporate Education)Influence without Authority (Duke Corporate Education )Salesforce Certified Administrator (ADM-201)Salesforce Certified AI AssociateCCIE Collaboration (#46749)Equality Conversations | Microaggressions in the WorkplaceITIL 4 FoundationTrain the CoachMultipliersFearless FeedbackThe Coaching HabitInclusive HiringI take pride in creating impactful leadership journeys while contributing to organisational excellence. Let\'s connect if you’re building a world-class customer success org focused on innovation, efficiency, and human-first connections and to share ideas and grow together!

Experience

1. Senior Manager, Technical Support, Customer Success, Salesforce

   Salesforce

   Aug 2024 — Present · Hyderabad, IN

   Lead end-to-end customer lifecycle for global Sales Cloud (Global POC - Subscale & Specialty support), Direct AI strategy via Agentforce, improving automation, deflection, and response times.Collaborate with Product, Engineering, and Global Success teams to align customer insights with roadmap. Key Focus Areas:Escalation Ownership: Acting as the point of contact for high-impact customers and critical escalations, ensuring timely resolution and stakeholder alignment.Cross-Functional Engagement: Collaborating with Product, Engineering, and Success Guide teams to align on customer outcomes and feedback loops.Operational Excellence: Using real-time dashboards and metrics (CSAT, NPS, TTR, adoption rates) to continuously optimise delivery and performance.

Education

• St John's Senior Secondary School kota Rajasthan

  Grade 12th

  2006 — 2008

• Cornell University

  Executive Leadership Certification from Cornell University through eCornell

• Vellore Institute of Technology

  Btech, Information Technology

  2009 — 2013

• Bhartiya Vidya Bhavan's Vidyashram jaipur

  Grade 10th

  2004 — 2006

Skills

• Switching
• Python
• Pyhton
• Voice Over Ip (Voip)
• Internet Protocol Suite (Tcp/Ip)
• Network Design
• Operating Systems
• Cisco Technologies
• Voip Protocols Sip
• Mysql
• Sql
• Network Security
• Databases
• Html
• Routing Protocols
• Cisco Call Manager
• Microsoft Office
• Cisco Ios
• Networking
• Fax Over Ip
• Telephony
• Voip
• Unified Com
• Cisco Ip Telephony Design
• Php
• Unified Communications
• Tcp/Ip
• Cisco Systems Products
• Troubleshooting