Sunil Iyer
Senior Manager - Customer Success & Solution Consulting @Shift Technology
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WORK HISTORY
Senior Manager - Customer Success & Solution Consulting @Shift Technology
Toronto, ON, CA
Senior Manager leading enterprise customer success for an AI-powered insurance fraud detection platform. Owner of five enterprise accounts end-to-end, serving as the connective tissue between clients, data science, delivery, and sales.• Trusted Advisor and Executive Engagement: Built an executive engagement model with bi-monthly strategy sessions across five enterprise accounts. Maintained 100% client retention and grew CARR by 20% year-over-year.• AI Adoption and Business Impact: Partnered with Data Science and Delivery teams to launch seven new AI-driven use cases. Increased client loss avoidance by 200% annually, translating model performance into measurable financial outcomes.• ROI Growth: Worked with one client to improve the ROI of their AI investment from 5.4% to 11.4% by identifying adoption gaps and co-designing targeted use case rollouts.• Due Diligence and Compliance: Managed 50+ annual questionnaires spanning RFP, legal, security, and model bias evaluations. Built structured intake-to-delivery workflows using internal AI knowledge tools and SME routing.• Customer Intelligence and Health Monitoring: Built a system analyzing 100+ data points monthly to surface adoption trends and risk signals. Findings secured multiple executive case studies and testimonials.• Cross-Functional Program Management: Led three cross-functional initiatives with Sales, Product, and Engineering. Standardized a scalable feedback mechanism that reduced errors by 20% across multiple clients.
EDUCATION
University of Toronto
Master of Business Administration (MBA), Consulting
Anna University Chennai
Bachelor of Science - BS, Biotechnology
ABOUT SUNIL IYER
When the stakes are high and the information is incomplete, I get to work.Over 18 years in technology and consulting, that has been the constant. I lead enterprise customer success for an AI-powered fraud detection platform, managing five accounts as the Senior Manager. In this role, I sit between the AI and the business, translating what the model does into outcomes executives can act on, and what clients need into direction product teams can build toward. That means being a trusted advisor on AI governance and responsible adoption, while driving platform adoption and cross-functional alignment across technical and non-technical stakeholders. The results have been consistent: 100% client retention, 20% CARR growth, and clients doubling the ROI of their AI investment. I also build independently at suniliyer.ca, because the best advisors understand the technology from the inside.
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