Sudip K.

About Sudip K.

As a Customer Success and Operations Leader with over 12 years of experience across SaaS, Telecom, and NBFC domains, I have consistently driven client retention, revenue growth, and strategic onboarding initiatives. My expertise spans end-to-end Customer Success operations, including account management, churn reduction, adoption programs, and enterprise client engagement, leveraging platforms like Salesforce, Zoho, Jira, and Cloud Telephony to enhance operational efficiency and decision-making.Throughout my career, I have successfully scaled teams, structured processes, and implemented data-driven strategies to deliver tangible business outcomes. At Perennial Systems, I currently lead a 20-member team across APAC & GCC, directing QBRs/QSRs, embedding Voice of Customer insights into product roadmaps, and achieving significant retention and portfolio growth. Prior to this, at ClearTax, I oversaw enterprise migrations, streamlined workflows, and championed adoption programs that raised product health scores from 58% to 85%, impacting engagement and client satisfaction positively. My tenure at Knowlarity Communications strengthened my ability to manage cross-functional teams, optimize post-sales operations, and execute upselling and cross-selling initiatives, consistently surpassing KPIs and enhancing revenue outcomes.I have led key projects such as the ClearTax 1.0 → 2.0 migration, transitioning thousands of clients to a new platform with improved adoption and user experience, and conducted the Knowlarity webinar series, delivering high-impact training sessions that drove product awareness and adoption. Recognized for leadership and operational excellence, I have received the Best Team Lead Award at ClearTax and the Hercules Award at Knowlarity, reflecting commitment to client success and team mentorship. My academic foundation includes a PGDM in Marketing & Finance from Asia Pacific Institute of Management and a BBA from Fakir Mohan College, equipping me with strong analytical, strategic, and management capabilities.I am passionate about building high-performing teams, designing structured customer journeys, and delivering measurable business outcomes through customer-centric strategies. By leveraging data, technology, and cross-functional collaboration I aim to drive value for clients and organizations alike. Open to connecting with like-minded professionals who share a focus on customer success operational excellence, and strategic growth initiatives.

Experience

1. AVP - Customer Success

   Bizom

   Apr 2026 — Present · Bengaluru, IN

   Driving CS strategy to improve retention, adoption, and customer value.Owning regional P&L with focus on revenue growth and efficiency.Leading escalations and strengthening key customer relationships.Driving retention, upsell & cross-sell across accounts.Enhancing onboarding and product adoption for faster time-to-value.Managing strategic accounts and executive stakeholder engagement.Building reporting frameworks & KPIs for performance tracking.Overseeing support operations & ticket resolution (SLA adherence).Implementing health scores & churn prediction models.Running NPS/CSAT programs and improving customer advocacy.Partnering with Product teams to influence roadmap via customer feedback.

Education

• Fakir Mohan University, Balasore

  Bachelor of Business Administration - BBA, Economics,Marketing,Organizational Behaviour

  2007 — 2010

• Asia Pacific Institute Of Management

  PGDM, Marketing and Finance

  2010 — 2012