Abhilash Richard
@abhilashrichard
Senior Customer Success leader driving product adoption and data-led growth.
IndiaWhat I'm looking for
I am a Senior Customer Success leader with over ten years of experience building data-driven customer strategies, driving product adoption, and delivering measurable revenue impact. I lead cross-functional teams to design playbooks, incentives, and reporting that improve usage, retention, and upsell.
At Gupshup I implemented a new CS tool and automated usage reporting, cutting report preparation time by 95% and improving revenue visibility; at Synaptic I achieved 105% NRR and retained 100% of clients while increasing product adoption from 60% to 95% through targeted engagement.
Earlier roles span business development, program management and analytics, including growth work at Tech Mahindra, strategic initiatives at Piramal Foundation, and systems engineering at IBM. I focus on customer ROI, scalable processes, and coaching teams to deliver consistent commercial outcomes.
Experience
Work history, roles, and key accomplishments
Senior Manager, Customer Success
Gupshup
May 2024 - Present (2 years 1 month)
Led a team of 2 data analysts to implement CS KRAs, incentives and a new CS tool, automating usage reports and reducing report creation time by 95% while improving revenue visibility and MBR/QBR processes.
Manager, Customer Success
Synaptic
May 2022 - Apr 2024 (1 year 11 months)
Achieved 105% NRR and 100% client retention while closing USD 141K ARR in upsells; ran 120+ training sessions and increased product adoption from 60% to 95% through targeted engagement for 500+ users.
Managed North America retail accounts to drive 33% YoY incremental revenue, acquired a Tier 1 US consumer goods client, and generated a $20M pipeline through outreach to 13 new accounts.
Team Lead, CEO's Office
Piramal Foundation
Jul 2018 - Mar 2019 (8 months)
Led a team of 3 to design and change-manage organizational strategies, contributing to growth from INR 90 Cr to 125 Cr and ranking in the top 1% of employees across consecutive reviews.
Associate, CEO's Office
Piramal Foundation
Jul 2016 - Jun 2018 (1 year 11 months)
Led primary research for the State Education Transformation Program partnering with BCG targeting 40M students and became the first Band 1 employee to lead external partner engagements.
Gandhi Fellow
Piramal Foundation
Jul 2014 - May 2016 (1 year 10 months)
Improved learning levels of 300+ students by 20% through principal capacity-building and scored A+ in all fellowship semesters, ranking in the top 5% of fellows.
Detected 100+ functional and UI defects to reduce DBS Bank mobile app crash rate by 40%, improving application stability and user experience.
Education
Degrees, certifications, and relevant coursework
Indian School of Business
Postgraduate Programme, Business Administration
2019 - 2020
Activities and societies: Marketing Lead, Net Impact Club; awarded International student chapter of the year (Net Impact Global) 2019-2020
Postgraduate Programme (PGP) with intended majors in Marketing and Strategy; served as Marketing Lead of the Net Impact Club and contributed to student initiatives.
College of Engineering, Trivandrum
Bachelor of Technology, Civil Engineering
2009 - 2013
Grade: 8.01/10
Bachelor of Technology in Civil Engineering; graduated with distinction and a CGPA of 8.01/10.
Availability
Location
IndiaAuthorized to work in
Job categories
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