Nikilesh Premkumar
Customer Success & Support Leader | Director | Driving Retention, Revenue & AI-led CX | Ex-DevRev, Locus, Freshworks
- Role
- Co-founder at Washez
- Location
- Coimbatore, TN, IN
- LinkedIn followers
- 500 followers
About Nikilesh Premkumar
I build and scale customer support and success organisations that drive revenue, retention, and customer experience.With 14+ years of experience across SaaS and enterprise companies, I’ve led global support, TAM, and onboarding teams—transforming support from a cost centre into a multi-million-dollar revenue engine.Key highlights:• Built 0→1 support and revenue programs generating $5M+ • Reduced onboarding time by 75%, accelerating customer activation • Improved retention, saving $500K QoQ • Delivered 90%+ CSAT consistently • Achieved 60% ticket deflection through AI/chatbot strategy Currently, I’m also a Founder at Washez, where I built a doorstep car care business and commercialised product kits across offline and online channels.What I care about:• Building scalable, high-performing teams • Driving customer-centric product and support strategies • Using automation and AI to improve efficiency and experience • Aligning customer success with business outcomes I thrive in high-growth environments where ownership, execution, and impact matter.Open to global opportunities in Customer Success, Support Leadership, and CX Strategy.
Experience
Co-founder
Sep 2025 — Present
Built a doorstep car care brand delivering interior & exterior services Scaled operations, customer acquisition, and service delivery from ground up Raised seed funding via equity dilution Designed unit economics, pricing strategy, and GTM Built and commercialized car care product kits, generating revenue across offline and online channels
Education
Modern senior secondary school
SSLC, Computer Science
1994 — 2008
University of Madras
Bachelor's degree, Computer Science
2008 — 2011
Great Lakes Institute of Management
Executive MBA
Skills
- Scrum
- Active Directory
- Windows Server
- Databases
- Bmc Remedy
- Windows
- Technical Support
- Microsoft Sql Server
- Web Design
- Virtualization
- Server Administration
- Customer Engagement
- Sccm
- Network Administration
- Computer Hardware
- Jquery
- Technical Account Management
- Sql
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