Seeking a fully remote Senior CSM, CS Manager, or Head of CS role at a global SaaS or AI-native company. 14+ years managing US/UK enterprise accounts at Rackspace, Adobe & CloudKeeper — onboarding, QBRs, renewals, team leadership, $300K+ upsell. IIM Lucknow MBA, AWS certified. India-based (IST), no sponsorship needed, available immediately.
Looking for a job
Dhiraj Bhagat
@dhirajbhagat
Enterprise Customer Success Leader | AI Adoption & SaaS Transformation | Cloud, Customer Retention, Expansion & Executive Stakeholder Management
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
Current
Leading enterprise CS engagements with $30M+ Book of Business for US/UK hybrid cloud clients
Design & execute 30-60-90 day Customer Success Plans; conduct QBRs and Monthly Service Reviews
Monitor health indicators & risk signals; lead escalation management and churn mitigation
Maintain renewal pipeline data and risk registers for full stakeholder visibility
TC
Deputy Manager - Customer Success
ToTheNew (CloudKeeper)
Jul 2024 - Mar 2025 (8 months)
Led CS team managing enterprise AWS cloud accounts; set KPIs and coached team members
Built Customer Success Playbook — reduced onboarding time by 25%, improved early adoption
Led AWS Well-Architected Reviews generating $300K+ in upsell revenue
Deployed Zendesk integration, improving ticket resolution time by 22%
Managed Commercial & Mid-Market cloud/SaaS portfolio for US/UK enterprise accounts
Drove full customer lifecycle — onboarding, adoption, health monitoring, renewals, advocacy
Led NPS improvement initiatives; managed multi-million dollar renewal pipeline
Handled critical escalations across engineering, product, and support teams
Managed enterprise accounts on Adobe Experience Cloud SaaS platforms for US/UK customers
Conducted QBRs with customer leadership; monitored health scores and adoption trends
Identified expansion opportunities and new feature adoption to support account growth
Managed enterprise SaaS support queue operations, ensuring SLA adherence and timely incident responses through ticket triage, assignment, and workload balancing. Served as escalation point for critical incidents and collaborated with engineering/product and global teams to improve SaaS reliability and CSAT.
Technical Sales Specialist
iYogi
Jul 2014 - May 2015 (10 months)
Delivered remote technical support services for cloud and SaaS-based applications for global customers. Managed high-volume support queues while maintaining SLA compliance and customer satisfaction metrics, and improved service delivery processes and knowledge management for recurring issues.
WI
Customer Care Executive
Wipro
Jul 2011 - Oct 2013 (2 years 3 months)
Delivered technical support and platform operations for SaaS-based enterprise applications for global customers. Managed incident queues and escalations to ensure SLA compliance and improved customer adoption through troubleshooting and feature enablement.
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.
VU
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
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
60k-3000k USD
Job categories
Skills
Enterprise Customer SuccessEnterprise SaaSImplementation SupportProduct AdoptionCustomer Lifecycle ManagementRetentionExpansionsQBRsValue RealizationTechnical StakeholdersCustomer HealthRisk MitigationSalesforce CRMZendeskAWSHybrid & CloudWell Architected ReviewsSLANPSExecutive CommunicationAI TranslationsCheckLoopsSalesforce RemoteGenerative AIAgentic AIN8nAutomation
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