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Abhilash Richard

@abhilashrichard

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Senior Customer Success leader driving product adoption and data-led growth.

India

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What I'm looking for

I seek a customer-success or product-growth role where I can use data-driven strategies to increase adoption, drive ARR growth, coach teams, and scale repeatable processes in a collaborative, high-impact environment.

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

Current

Senior Manager, Customer Success

Current

Gupshup

May 2024 - Present (1 year 5 months)

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.

Customer Success Data Analysis CS Strategy Automation)Performance Management Stakeholder Management

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.

Customer Success NRR%Training Mode Analytics Metabase Upselling Customer Onboarding

Business Development Manager

Tech Mahindra

Jun 2020 - Apr 2022 (1 year 10 months)

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.

Account Management Business Development Sales Pipeline Client Acquisition Go To Market Stakeholder Management Revenue Growth Marketing Campaigns

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.

Team Leadership Strategy Change Management Stakeholder Engagement Performance Management

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.

Research Data Analysis Education Programs Partner Management Primary Research

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.

Education Program Management Training Monitoring & Evaluation Capacity Building Community Engagement

Associate Systems Engineer

IBM

Dec 2013 - May 2014 (5 months)

Detected 100+ functional and UI defects to reduce DBS Bank mobile app crash rate by 40%, improving application stability and user experience.

Quality Assurance Testing Mobile App Testing Root Cause Analysis Automation)Reporting

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.