Customer Success, Sales, Project Management, Service Delivery, Service Management, Cloud, Cybersecurity.
DNOpen to opportunities
Dheeraj Nayak
@dheerajnayak
Customer success and delivery leader driving SaaS growth and AI-enabled transformation.
IndiaWhat I'm looking for
I am a business leader with 20+ years of global experience in Customer Success, Professional Services, Consulting, and Service Delivery across APAC, EMEA, the Americas and Oceania.
I have owned P&L and portfolios, scaled multi-regional teams, and built AI-backed customer engagement models that reduced churn and enabled expansion revenue.
I've led cybersecurity and risk consulting programs, red/blue team exercises, and implemented governance and compliance frameworks across regulated industries while partnering with executive stakeholders.
I excel at building consultative selling practices, operational playbooks, and cross-functional programs that align product, sales and support to drive retention, upsell and measurable business outcomes.
Experience
Work history, roles, and key accomplishments
PL
Current
Associate Director - Customer Success
Promobi Technologies Pvt Ltd
Jul 2024 - Present (1 year 2 months)
Responsible for $50M ARR (60% of org revenue), scaled a 40-member regional Customer Success organisation and drove $2M+ quarterly upsell revenue while reducing churn 25% through AI-driven retention and product value playbooks.
SS
Manager - Customer Success & Delivery
Sungard Availability Services
Jan 2015 - Jul 2024 (9 years 6 months)
Directed 30-member Customer Success and Sales Enablement teams across APAC/NA/EMEA managing $200M+ ARR, achieved 85% retention YoY and $10M YoY upgrades while reducing SLA and non‑SLA credits by $9.3M.
HO
Technical Solutions Representative IV
Hewlett-Packard Global E-Business Operations
May 2011 - Jan 2015 (3 years 8 months)
Optimized enterprise hardware support delivery, reducing SLA breaches 27% and securing $3M in cost savings while onboarding and streamlining three contact centres across Southeast Asia.
SS
Senior Support Professional
Stream Global Services
Jun 2006 - May 2011 (4 years 11 months)
Delivered L3 technical support and escalations for ISP, hardware and BFSI clients, mentored 12 teams, improved retention and consistently exceeded performance targets.
WB
Technical Support Executive
Wipro BPO
Aug 2004 - May 2005 (9 months)
Provided front-line technical support achieving high FCR and CSAT, reducing dispatch and replacement costs and driving improved customer loyalty.
Education
Degrees, certifications, and relevant coursework
BBBharati Vidyapeeth Deemed University (BVDU)
Master of Business Administration, International Business Management & Finance
Completed two Master's degrees in International Business Management and Finance.
GLGreat Lakes Executive Learning
Post Graduate Diploma, Cybersecurity
Completed a Post Graduate Diploma in Cybersecurity through executive education.
DUDr. C.V. Raman University
Bachelor of Computer Applications, Computer Applications
Completed a Bachelor of Computer Applications program focused on computer applications.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
IndiaAuthorized to work in
Salary expectations
3700k-3700k USD
Social media
Job categories
Customer SuccessCustomer Success ExecutiveCustomer Success LeadEnterprise Customer Success ManagerCustomer Success DeveloperPartner Success ManagerCustomer Success SpecialistCustomer Success AgentCustomer Success AssociateCustomer Success AnalystCustomer Success RepresentativeProject ManagerCustomer SuccessCustomer Success ManagerHead of Customer SuccessDirector of Customer SuccessClient Success Manager
Skills
Customer SuccessService DeliveryProfessional ServicesP&L managementAI RoadmapCybersecurityCloud Services (E.G. AWSNetworking (CohesityMegaport)Endpoint SecuritySalesforce.ComCRM (Hubspot Salesforce)Customer AdvocacyProgram ManagementISO 27001)Basic SQL ScriptingVBAPenetration TestingSalesforceCohesityJavaScriptVisual BasicSungardSQLHubSpotGmail)Linux
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