Swathi Reddy

About Swathi Reddy

20+ years driving growth in Technology, Product, Services, and Consulting with global organizations from multi national enterprises to high growth startups.At Darwinbox (a unicorn HR tech platform), as Senior Director, I led the largest global Customer Success function, owning an $18.5M portfolio across 650+ clients spanning India, SEA, MENA, and EU. I championed C-suite escalation management, spearheaded the digital transformation of CS operations increasing people efficiency by 150% and drove organization wide initiatives including Gainsight implementation, process automation, and standardization. I built and led the central CS Ops team focused on key metrics: NRR, client retention, NPS, advocacy, and product adoption.Co-founded Foyr (Series A-funded proptech SaaS), scaling it to INR 30Cr+ annual turnover and a client footprint across 20 countries. Played a pivotal role in strategy, talent acquisition, client engagement, marketing, branding, and cross-functional leadership.Earlier, delivered pan-India leadership in Talent Acquisition, Campus Relations, and Employment Branding at Microsoft and Google. Revamped Microsoft\'s India internship program in collaboration with business leaders, achieving the highest-ever intake (600+ interns) while partnering closely with top academia to attract elite talent.A proven fast learner, leader and builder, I thrive in dynamic, high velocity environments; scaling teams, systems, and processes for exponential growth. Expertise includes managing distributed teams, front-ending C suite client relationships, driving operational excellence, and delivering results through high-performing teams.Open to connecting on scaling CS/Success functions, HR tech, talent strategies, or startup growth. Let\'s chat!

Experience

1. Sr Director

   Darwinbox

   Apr 2023 — Present · Hyderabad, IN

   Owned P&L for organization\'s largest CS portfolio:$18.5M, 650 clients across India, South East Asia, Dubai & Europe.• 97% client retention through strategic C-suite interventions and crisis management. • Mentored a global team delivering KRAs such as 103% NRR, 15% upsell, and the highest NPS across business segments. • Additional role: Head, CS Operations: Executive Sponsor for Gainsight deployment positioning it as the central operations hub and digital command center for all Customer Success activities across the organization.• Pioneered process automation across the customer lifecycle: onboarding, engagement, retention, renewals, and offboarding.• Recovered $3M in revenue by implementing discount governance framework that eliminated revenue leakage.• Own and report critical business metrics- Net Revenue Retention (NRR), Net Promoter Score (NPS), renewal, predicted expansion and contraction.

Education

• IBS Hyderabad

  Master's degree, Human Resources Management and Services

  2002 — 2004

Skills

• Human Resources
• Recruiting
• Vendor Management
• Temporary Placement
• Resource Management
• Talent Management
• Screening
• Hiring
• Onboarding
• Technical Recruiting
• Employee Relations
• Benefits Negotiation
• Talent Acquisition
• Management
• Employer Branding
• Team Management
• Leadership
• Sourcing