Dhiraj Bhagat
@dhirajbhagat
Enterprise SaaS Customer Success leader delivering adoption, retention, and expansion for $30M+ books across APAC.
IndiaWhat I'm looking for
I’m an Enterprise Customer Success leader with 14+ years of experience across SaaS, cloud, and technical customer environments. I own a $30M+ enterprise book of business for US/UK customers and lead the post-sale journey—from onboarding and adoption planning through renewal readiness, expansion identification, and measurable value realization.
I build data-driven 30-60-90 day Customer Success Plans with health-check cadence and stakeholder alignment, then run QBRs and MSRs to translate adoption and platform performance into clear action plans. I also partner tightly with engineering, product, support, and sales to mitigate risk, drive churn reduction, and surface optimization or upsell opportunities; prior team leadership included improving onboarding time by 25% and generating $300K+ in upsell via AWS Well-Architected Review.
Experience
Work history, roles, and key accomplishments
Owned a $30M+ enterprise book of business for US/UK customers, leading hybrid cloud customer success from onboarding/adoption planning through renewal readiness and expansion. Ran 30-60-90 day success plans and QBRs/MSRs to monitor customer health, mitigate churn risk, and align cross-functional teams to measurable outcomes.
Deputy Manager - Customer Success
ToTheNew (CloudKeeper)
Jul 2024 - Mar 2025 (8 months)
Led a Customer Success team managing enterprise AWS cloud accounts for US/UK clients, owning KPIs, onboarding execution, SLA adherence, and account health visibility. Built a Customer Success playbook that reduced average onboarding time by 25%, generated $300K+ in upsell revenue via Well-Architected Reviews, and improved ticket resolution time by 22% using a Zendesk integration.
Managed commercial and mid-market cloud/SaaS portfolios for US/UK accounts, creating 30-60-90 day success plans and delivering QBRs/MSRs to translate adoption and performance into actionable plans. Improved NPS through detractor-focused initiatives, supported multi-million-dollar renewal pipeline outcomes by flagging at-risk renewals early, and coordinated critical escalations to maintain SLA adhe
Managed enterprise accounts on Adobe Experience Cloud SaaS platforms, driving onboarding, adoption, value realization, and long-term customer success for US/UK customers. Led QBRs, monitored customer health scores to reduce churn exposure, and partnered with product/engineering/support to resolve escalations and support expansion through new use cases and feature adoption.
Education
Degrees, certifications, and relevant coursework
Indian Institute of Management Lucknow
Master of Business Administration (MBA), Business Administration
2018 - 2020
Completed an MBA program at IIM Lucknow from 2018 to 2020.
Vinoba Bhave University
Bachelor of Commerce (B.Com), Commerce
2010 - 2014
Completed a B.Com degree at Vinoba Bhave University from 2010 to 2014.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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