Pratap Kanojia

About Pratap Kanojia

I help organizations scale customer success by combining customer-facing leadership, AI, and intelligent content strategy.With 14+ years of experience in enterprise Customer Success and Support, I have managed high-value customer portfolios exceeding €400M, consistently delivering 95%+ retention while driving expansion through upsell and cross-sell strategies. My strength lies in building deep customer relationships and translating business goals into measurable outcomes.Over time, I’ve evolved from managing customers to building systems that scale customer experience. Currently, I lead AI-driven content and knowledge management initiatives at Oracle, focused on reducing support dependency and enabling self-service at scale. My work has contributed to achieving up to 48% support deflection by transforming how content is created, structured, and consumed.I operate at the intersection of Customer Success, AI, and Program Management—driving initiatives that improve customer experience, increase operational efficiency, and unlock scalable growth.What I bring:• Customer-facing leadership with enterprise portfolio ownership (€400M+)• Proven retention excellence (95%+) and revenue expansion through upsell/cross-sell• AI-led content and knowledge strategy for scalable support and deflection• Program management across global, cross-functional teams• Strong execution mindset with focus on measurable business outcomesKey focus areas:→ AI in Customer Experience & Support→ Scaled Customer Success & Self-Service→ Knowledge Management & Content Strategy→ Strategic Program LeadershipOpen to high-impact global roles and conversations in Customer Success, AI, and Program Leadership.

Experience

1. Program Manager - Oci Customer Excellence

   Oracle

   Mar 2025 — Present · Bengaluru, IN

   Built and scaled structured knowledge frameworks for internal and external use, improving consistency, quality, and reuse of content- Partnering with Customer Success, Support, Product, and Engineering teams to embed customer insights into content strategy- Managing end-to-end program lifecycle including roadmap planning, stakeholder alignment, execution, and performance tracking- Enabled scalable customer experience by bridging AI capabilities with knowledge systems and support operations- Leading AI-driven content and knowledge strategy to transform customer support into a scalable, self-service ecosystem

Education

• University of Mumbai

  Bachelor of Management Studies, Business, Management, Marketing, and Related Support Services

  2009 — 2012

• University of Mumbai

  Master of Business Administration - MBA, Marketing/Marketing Management

  2017 — 2020

Skills

• Teamwork
• Team Management
• Business Development
• Crm
• Vendor Management
• Research
• Market Research
• Customer Relationship Management (Crm)
• Business Analysis
• Microsoft Word
• Team Leadership
• Project Management
• Customer Service
• Management
• Microsoft Excel
• Powerpoint
• Microsoft Office