Hari Pillai
@haripillai
I’m a results-driven Customer Success leader who grows enterprise revenue through adoption and retention.
IndiaWhat I'm looking for
I’m a results-driven Customer Success Leader with 12+ years’ experience optimizing high-value enterprise portfolios, including revenue turnarounds up to $2.2M ARR. I focus on engineering measurable improvements in NRR/GRR and converting customer adoption into operational cost savings.
In my most recent role, I led a strategic portfolio rescue for 71 remote accounts, lifting Net Retention Rate from under 68% to 81% and improving Gross Retention Rate to 76%. I’ve also secured milestone-contingent enterprise expansions—growing an account from $15k to $105k in 5 months—by building advocacy through repeatable evidence like case studies and video testimonials.
I bring strong stakeholder governance and cross-functional matrix navigation across sales, product, and technical teams to reduce churn and support costs. I’ve standardized QBR governance and adoption reporting, built onboarding playbooks and feedback loops, and partnered with technical teams to map automated test suites across legacy on-premise and cloud environments to drive long-term renewal confidence.
Experience
Work history, roles, and key accomplishments
Strategic Account & CSM
AttentiveAI
Jan 2025 - Feb 2026 (1 year 1 month)
Led a portfolio rescue for 71 North American service accounts ($1.3M ARR), lifting NRR from under 58% to 81% and GRR to 76%. Managed cross-border SLA delivery, balancing 20% automated AI output with 80% manual offshore QA verification.
Managed 37 remote enterprise accounts ($2.2M TCV) with a 92% retention rate, generating $192K in net-new revenue within 6 months via 16% upsell velocity. Secured a 3-year $520K Patagonia NA contract by meeting Year 1 milestones and proving manual QA hour savings, enabling expansion to their Europe division and Microsoft partnership team.
Navigated internal matrix teams to scale a $535K ARR book and drive cloud expansion from 13% to 18% across ERP, HRMS, and Java cloud ecosystems. Improved retention from 83% to 91% and boosted legacy CSAT/NPS from 67 to 85 by standardizing QBR governance and adoption reporting.
Client Growth Partner
MarketsandMarkets
Sep 2019 - May 2020 (8 months)
Managed a $313K ARR cloud subscription portfolio across 109 syndicated research accounts, including ABB North America, Shell UK, and Cummins GB. Provided CXO consultative market intelligence and delivered expansion roadmaps, supporting a 15% client retention rate vs 12% team average.
Contributed to an enterprise sales team delivering $40,000 in monthly revenue while maintaining a 90% YoY renewal rate. Secured account expansions totaling 25% of book value across 10 strategic accounts by negotiating enterprise contracts with Fortune 500 brands.
Drove individual sales cycles and technical product demonstrations for C-suite stakeholders, delivering $30,000 in monthly recurring revenue.
Technical Sales Engineer
ECom Software
Mar 2011 - Jun 2014 (3 years 3 months)
Generated over $10,000 in monthly North American revenue specializing in customer feedback management software.
Education
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Hari hasn't added their education
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