Rocky Dsouza

About Rocky Dsouza

I’m a customer success and post-sales delivery executive with 15+ years of experience building and scaling global teams in high-growth SaaS, AI environments and HR technology (PeopleSoft, SuccessFactors, Absence Management, Payroll). Currently serving as AVP of Customer Success at Netomi (Y-combinator, Series B led by WndrCo), I lead CS, onboarding, and adoption efforts for Conversational AI deployments across global enterprise clients in different fields like Fintech, HR Technology, Retail, Transportation, SAS Companies and more.At the intersection of AI and customer experience, I specialize in reducing time-to-value (TTV), driving net revenue retention (NRR), and creating delivery frameworks that scale. I’ve led technical customer success and implementation teams across North America, APAC, and EMEA—working closely with Product, Engineering, and Sales to deliver outcomes in highly regulated industries like banking, insurance, and retail. My core strengths:Scaling CS & PS teams from early traction to enterprise maturityDesigning AI implementation frameworks to support LLM, voice AI, and chatBuilding playbooks, QBRs, success planning, and adoption strategiesDriving outcomes: churn reduction, NRR expansion, Continuous CSAT Improvement

Experience

1. AVP Customer Success

   Netomi

   Apr 2024 — Present

Education

• St. Francis Institute Of Technology

  Bachelor’s Degree, Computer Engineering

  2001 — 2004

• Middlesex University

  Master's degree, Business Information Systems with Management

  2006 — 2007

Skills

• Db2
• Data Warehousing
• Project Governance
• Requirements Gathering
• Sdlc
• Software Development Life Cycle (Sdlc)
• Erp
• Resource Management
• Software Project Management
• Sql
• Quality Center
• Pre-Sales
• Project Management
• Team Management
• Pl/Sql
• Test Management
• Oracle
• Requirements Analysis
• Business Analysis
• Global Delivery
• Business Intelligence
• Vendor Management
• Pmp
• Agile Methodologies
• Management