Open to opportunities

Ambrish Kelkar

@ambrishkelkar

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Enterprise Growth Leader | Retention Specialist | CX Success Leader | 12+ Yrs Scaling Global Teams & Ops Governance

India

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What I'm looking for

I want to lead customer success teams that scales—driving retention and churn reduction, improving operational efficiency, and building high-performing teams.

I’m a Customer Success Manager with 16+ years of diverse experience across industries, including Africa Chips (Senegal) and Primus Techsystems Pvt Ltd. I’m known for improving operational efficiencies, scaling customer success operations, and strengthening customer relationships to drive measurable outcomes.

I’ve delivered results like turning around a loss-making Vidarbha Ashram into profitability, reaching 50% net profits in 2 years. I managed national programs, partnerships, and accounts, and I organized the biggest ever program in 2 categories—always with a focus on performance and customer impact.

During high-pressure periods, I’ve improved productivity and retention at scale. I maintained 30% productivity leading to 50% increased sales compared to competitors during Pandemic, while also increasing productivity by 10%, reducing waste by 30%, and cutting dispatch delays by 20%.

Across my roles, I’ve built strong fundamentals in customer engagement and retention—achieving 100% customer satisfaction for managed accounts and reducing churn by 40%. I bring hands-on expertise with HubSpot, Salesforce (CRM), Zoho CRM, ticketing tools, and productivity platforms (MS Office and Google Suite), so I can execute quickly and keep customer experiences consistent.

Experience

Work history, roles, and key accomplishments

Current

Director of Customer Success

Current

Sumeru Solutions

Nov 2024 - Present (1 year 7 months)

Secured long-term client retention by leading structured onboarding and customer success playbooks. Scaled customer success operations using defined revenue models, SOPs, and cross-functional execution to support profitable growth.

Onboarding & Adoption Customer Success Playbooks Revenue Models SOP Development Stakeholder Management Client Retention Team Leadership customer success strategy

Current

Director of Customer Success

Current

Sumeru Solutions

Nov 2024 - Present (1 year 7 months)

Co-founded and directs customer success, securing long-term client retention through structured onboarding and customer success playbooks. Led financial planning and brand positioning to enable profitable, sustainable growth.

Customer Success Strategy Onboarding Playbooks Client Retention Revenue Modeling Financial Planning Brand Positioning Operational SOPs Stakeholder Management customer success strategy

Current

Co-Founder & Director

Current

Samriddhii Studios

Mar 2022 - Present (4 years 3 months)

Co-founded and scaled three business verticals by defining revenue models and operational SOPs. Secured long-term client retention via structured onboarding and customer success playbooks, enabling profitable, sustainable growth.

Business Scaling Revenue Model Design Operational SOPs Customer Success Playbooks Client Onboarding Financial Planning Brand Positioning Leadership

Current

Co-Founder and Director

Current

Samriddhii Studios

Mar 2022 - Present (4 years 3 months)

Established and scaled 3 business verticals with clear revenue models and operating SOPs. Drove profitable, sustainable growth through financial planning, brand positioning, and retention-focused customer success practices.

Business Development Revenue Planning Operational SOPs Customer Success Brand Positioning Financial Planning Go to Market Execution Performance Management

Head of Customer Success (India)

Primus Techsystems Private Limited

Mar 2023 - Nov 2024 (1 year 8 months)

Managed 60+ enterprise SAP clients and improved retention and satisfaction, reducing churn from 15% to 5% and raising retention from 90% to 95%. Increased quarterly revenue by 12% via upsell/cross-sell, built customer success SOPs, and deployed an AI chatbot that reduced support queries by 60% while leading 75+ consultants.

Enterprise SAP Customer Success Renewals Management Customer Satisfaction (CSAT)Churn Reduction AI Chatbots Customer Success SOPs KPI Reporting Team Leadership Upselling & Cross Selling

Head of Customer Success

Primus Techsystems Private Limited

Mar 2023 - Nov 2024 (1 year 8 months)

Managed 60+ enterprise SAP clients and improved retention from 90% to 95% while reducing churn from 15% to 5% in 6 months. Increased quarterly revenue by 12% through upsell and cross-sell, and deployed an AI chatbot that reduced support queries by 60%.

SAP Customer Success Churn Reduction Retention Management Upsell & Cross sell Customer Success SOPs AI Chatbots Renewals Enterprise Support Team Leadership

Global Customer Support Head

Kuya Technologies Private Limited

Nov 2021 - Aug 2022 (9 months)

Built and led a 24x7 global support organization across 21 countries by instituting SLAs, on-call rotations, and escalation governance. Reduced turnaround time by 30% and improved app store rating from 3.6 to 4.3 in six months using VOC loops, health checks, and a living knowledge base.

Global Customer Support SLAs & Escalations Queue Management Self Serve Workflows VOC & Health Checks Knowledge Base Management CSAT NPS Reporting QA & Ticket Handling Coverage Modeling

Global Customer Support Head

Kuya Technologies Private Limited

Nov 2021 - Aug 2022 (9 months)

Built and led a 24×7 global support organization across 21 countries by instituting SLAs, on-call rotations, and escalation governance. Improved app store ratings from 3.6 to 4.3 in six months and reduced turnaround time by 30% through queue redesign, routing, and self-serve workflows.

Self Serve Workflows Global Support Operations SLA Management Queue Redesign Priority Routing VOC & Feedback Loops Knowledge Base Management QA & Ticket Handling Executive Reporting

Head of Operations

Africa Chips

Aug 2019 - Oct 2021 (2 years 2 months)

Led a 200-person operations team across production, planning, packaging, inventory, quality control, and IT. Sustained operations at 40% capacity during COVID-19 and improved productivity (+10%), reduced waste by 30%, decreased dispatch delays by 20%, and increased customer demand and satisfaction by 10%.

Operations Management Production Planning Packaging Operations Inventory Management Quality Control Waste Reduction Process Improvement Team Leadership IT Operations

Head of Operations

Africa Chips Senegal

Aug 2019 - Oct 2021 (2 years 2 months)

Led a 200-person operations team covering production, planning, packaging, inventory, quality control, and IT. Improved productivity by 10%, reduced waste by 30%, decreased dispatch delays by 20%, and sustained operations at 40% capacity during COVID-19.