Saurabh Tendulkar

About Saurabh Tendulkar

I am a customer success leader with a track record of scaling SaaS & CPaaS operations, improving customer retention, adoption, and revenue growth across global markets (IN, US, UK, MEA, APAC, and LATAM). With experience spanning Customer Success, Onboarding and Presales. I specialize in transforming customer experiences, optimizing teams, and driving sustainable revenue expansion.What I Do Best: Scaling High-Performing Teams → Led and expanded teams 4x while maintaining high customer experience standards. Revenue Expansion & Retention → Increased NRR & ARR by driving upsells, renewals, and adoption programs. Revenue Acceleration → Improved revenue activation, reducing cycle time from 90 days to 30 Days from closure. Operational Excellence → Managed operations, ensuring seamless onboarding and issue resolution. Customer Success Playbooks → Built scalable frameworks for MEA & global clients, improving adoption & CSAT. Cross-Functional Leadership → Bridged gaps between CS, Product, Sales & Marketing to align on growth goals.Leadership & Philosophy:My leadership is deeply influenced by Rahul Dravid & Sir Alex Ferguson, emphasizing perseverance, strong execution, and team development. I believe in building process-driven, customer-centric teams that not only deliver value but also enable long-term business success.I thrive in fast-paced, high-growth SaaS environments, where customer success directly translates into business outcomes. My approach combines data-driven decision-making, hands-on execution, and continuous innovation to create impactful customer journeys.Let’s connect and discuss how customer success can drive business growth!

Experience

1. Vice President - Customer Success

   Spry Pt

   Feb 2025 — Present · Pune, IN

   Revenue & Retention Ownership – Owned NRR, renewals, and expansion across segments; improved retention to ~90%+ and scaled expansion revenue 4x- 0 → 1 CS Function Buildout – Built and scaled Customer Success, Onboarding, and Support from the ground up, establishing team structures, hiring frameworks, and operating cadences to support 4x business growth- Time-to-Value Acceleration – Reduced onboarding timelines from 90+ → 30 days, significantly improving activation and early-stage adoption- Value Realization & ROI-Led CS – Drove measurable customer outcomes by improving reimbursement efficiency and operational workflows through structured success planning- Customer Advocacy Engine – Built a scalable pipeline of case studies, testimonials, and references, directly influencing conversion and revenue growth- Product Influence & Voice of Customer – Translated customer insights into product roadmap priorities, improving adoption and addressing key churn drivers- Data-Driven CS Execution – Implemented health scoring, churn prediction, and lifecycle analytics to proactively mitigate risk and drive engagement- Operational Excellence & Scale – Designed SOPs, playbooks, and automation frameworks to standardize execution and improve team productivity.

Education

• University of Mumbai

  Bachelor of Management Studies (BMS), Business Administration and Management, General

  2011 — 2014

• D.A.V Public School, Nerul.

  General Studies

  1999 — 2008

• ICFAI Business School, Pune Official

  PGPM, Business Administration and Management, General

  2019 — 2021

• Mumbai University Mumbai

  Higher Secondary Certificate, Business/Commerce, General

  2008 — 2010

Skills

• Data Analysis
• Workforce Planning
• Web Design
• Event Management
• Market Research
• Crm Integration
• Business Process Improvement
• Leadership Development
• Debate
• Event Planning
• Project Management
• Management
• Customer Experience
• Strategic Planning
• Customer Relationship Management (Crm)
• Performance Management
• Team Management
• Microsoft Word
• Team Leadership
• Social Networking
• Powerpoint
• Marketing
• Microsoft Office
• Digital Marketing
• Social Media
• Customer Satisfaction
• Microsoft Powerpoint
• Marketing Strategy
• Customer Service