Vikas Selwal

About Vikas Selwal

Customer Success Leader | Driving Growth, Retention & Scalable Impact in SaaSI am a customer-first leader with a passion for building and scaling high-performing Customer Success teams that drive retention, expansion, and long-term business growth. Throughout my career, I have helped SaaS companies elevate customer experience, advocacy, and engagement, leading to stronger relationships and higher revenue impact.As a trusted advisor to customers, I focus on value realization, strategic account management, and proactive success planning. I have successfully built and led global and remote teams, optimized onboarding processes, streamlined operations, and collaborated cross-functionally to ensure customers achieve their desired outcomes. My expertise in customer engagement, renewals, and expansion strategies has resulted in impactful business outcomes, enhanced customer satisfaction, and deeper product adoption.I thrive in fast-paced, customer-driven environments, working with clients to align business goals with measurable success. With a strong foundation in customer advocacy, digital transformation, and go-to-market strategy, I help organizations scale Customer Success into a revenue-driving function while delivering exceptional experiences.Key Skills: Customer Success Strategy & Leadership Customer Retention & Expansion Key Account Management SaaS Growth & GTM Strategy Digital Transformation & Customer Experience Building & Scaling Remote Teams Cross-functional Collaboration (Sales, Product, Marketing) Data-Driven Decision MakingI’m always excited to connect with fellow professionals, share insights, and explore opportunities to create meaningful customer impact. Let’s connect! 🤝

Experience

1. Global Head - Scaled Customer Success

   ThoughtSpot

   Mar 2025 — Present · Bengaluru, IN

   Built and led a global Scaled Customer Success function, supporting a large, diverse customer portfolio and managing a high-performing CS organization focused on retention, expansion, and long-term value realization- Designed and implemented a multi-tier customer coverage model spanning high-touch and digital-first engagement, significantly improving coverage efficiency while reducing cost-to-serve through automation and repeatable lifecycle motions- Drove faster time-to-value by rolling out scalable onboarding and early-adoption programs, helping customers reach meaningful outcomes earlier and increasing sustained engagement with core product capabilities- Partnered closely with Sales and Product leadership to translate product usage signals into commercial outcomes, enabling expansion, cross-sell, and upsell motions through usage-led engagement frameworks- Spearheaded the adoption of AI-driven customer health and risk detection, leveraging product telemetry and behavioural insights to proactively identify risk and protect revenue before issues escalate- Owned executive-level customer success reviews, building predictable forecasting discipline and scaling an expert-assist operating model that helped resolve complex customer blockers without increasing team size.

Education

• Indian Institute of Foreign Trade

  Master of Business Administration (MBA), International Business

  2014 — 2016

• Jaypee University of Information Technology

  Bachelor of Technology (BTech), Electronics and Communications Engineering

  2008 — 2012

• Rennes School of Business

  Master of Business Administration (MBA), Marketing

  2015 — 2015

Skills

• Unix
• Business Analysis
• C
• Microsoft Office
• 2g
• Microsoft Excel
• Gsm
• Lte
• Tcp/Ip
• Trade Finance
• Project Management
• Linux
• International Trade
• Bss
• Marketing Strategy
• Ip
• Business Development
• Digital Marketing
• Gprs
• Microsoft Word
• Team Leadership
• Business Strategy
• Strategy
• Ss7
• Team Building
• Management
• Distribution Management
• Commodity Markets
• Social Media Marketing
• Umts
• Leadership
• International Business
• Telecommunications
• Analysis
• Sales Management
• Strategic Brand Positioning
• B2b Marketing
• Market Research
• 3g
• Wireless