Rajiv Kumar

About Rajiv Kumar

For over 15 years, I have been a SaaS Professional Services and Customer Success leader, delivering digital transformation projects for Fortune 500 companies across various industries. As the Vice President of Global Customer Success & Professional Services at Innovapptive, I was responsible for the vision, execution strategy, and revenue retention and expansion of our SaaS mobility solutions for enterprise asset management.I built and led a global team of Customer Success, Customer Support, Customer Advocacy Marketing, and Organizational Change Management professionals, who worked with our customers to provide a seamless and effortless customer journey experience. We achieved > 90% gross retention and 30% subscription revenue growth in our portfolio, while supporting sales in winning new customer logos and cross-sell/up-sell opportunities. I also developed pricing best practices, solution design templates, and data analytics capabilities to enhance our SaaS software delivery and customer satisfaction.I am an expert in SaaS software delivery across several industries including Food & Consumables, Transportation & Logistics, Mining, Utilities, Oil & Gas, Manufacturing and Distribution. Data analytics enthusiast with a strong background in enterprise asset management, revenue management, organizational financial P&L, and data optimization techniques.

Experience

1. Vice President Global Customer Operations

   Sigga - Technologies

   Oct 2024 — Present · US

   As Vice President, Global Customer Operations at Sigga Technologies, I lead the company’s global post-sales organization across Professional Services, Customer Success, and Customer Support.I established the strategy, operating model, and organizational structure to scale delivery execution, strengthen customer value realization, and improve retention and expansion performance.Under this model, the organization has delivered >95% gross retention and supported 30+ concurrent Sigga implementations, while building the foundation for continued growth.• Built and scaled the global customer-facing organization across Customer Success, Customer Support, and Professional Services, including organizational design, hiring strategy, and leadership structure.• Established operational rigor and service accountability across Customer Support, driving >90% SLA attainment and reliable 24/7 production-critical response.• Developed implementation playbooks, training frameworks, and delivery standards to accelerate time-to-go-live and improve consistency of customer outcomes.• Built the operating cadence, processes, and talent foundation required to scale post-sales execution efficiently as the business grows, contributing to 120% net revenue retention in 2025.

Education

• The University of Texas at Austin

  Bachelor of Science - BS, Chemical Engineering

  1993 — 1998

• The University of Texas at Austin

  MBA, General

  2002 — 2005

Skills

• Analytics
• Business Strategy
• Product Development
• Market Analysis
• Pricing
• Go-to-Market Strategy
• Product Management
• Pricing Analysis
• Forecasting
• Salesforce.com
• Cross-Functional Team Leadership
• Product Marketing
• Enterprise Software
• Professional Services
• Pricing Strategy
• Segmentation
• Competitive Analysis
• Start-Ups
• Strategy
• Business Intelligence
• Project Management
• Business Analytics