Smritilekha Mitra

About Smritilekha Mitra

At scale, customer success is about clarity, alignment, and outcomes — not activity.I’m a Customer Success Account Manager (CSAM) at Microsoft, partnering with enterprise organizations on cloud and AI initiatives where long-term value depends on how effectively technology, people, and priorities come together.With 12+ years in the IT industry, I’ve seen that progress is rarely limited by tools — it’s shaped by decision-making, alignment, and execution at scale. A significant part of my work focuses on helping organizations move cloud and AI initiatives from pilot experimentation into sustainable, production-grade adoption.What I focus on most: Turning cloud and AI investments into measurable business outcomes. Navigating complex adoption across layered stakeholders and competing priorities. Helping leadership vision translate into end-user reality.I believe the biggest bottleneck in AI transformation is rarely the model — it’s the organization’s ability to adapt. My work centers on helping remove that friction.I use this space to share experience-led perspectives on enterprise customer success — focused on what works in practice, not just in theory. Top 100 Customer Success Strategist (2023 & 2025)

Experience

1. Customer Success Account Manager

   Microsoft

   Dec 2023 — Present · IN

   In my current role at Microsoft, I manage the Walmart account valued at $2M USD, aligning customer goals with Microsoft’s portfolio by advising on Azure IaaS, PaaS, and Data services. I collaborate with Enterprise and Solution Architects to define and deliver future-state roadmaps that accelerate customer success. Additionally, I lead a team to increase product adoption and support sellers in identifying growth opportunities. My responsibilities also include planning and executing program delivery through regular reviews and stakeholder management to ensure successful outcomes.Achievements: I have successfully developed and maintained strong executive relationships across Walmart’s business units, fostering alignment on strategic initiatives. My efforts led to improved performance, reduced latency, better management of outages, and enhanced customer experience, resulting in a 30% cost reduction, an ACR (Annual Consumption Revenue) of $2.5M, and securing a contract of hours for FY26.

Education

• West Bengal University of Technology, Kolkata

  B. Tech, Computer Science

  2008 — 2012

• Indian Institute of Management Tiruchirappalli

  Post Graduate Certificate, Business Administration and Management, General

  2021 — 2022