Mahendra Rajpurohit
@mahendrarajpurohit
I build customer success organizations that improve retention, expansion, SLA performance, and enterprise customer outcomes.
IndiaWhat I'm looking for
I've built and scaled Customer Success at Bynry from scratch, establishing onboarding, support, adoption, SLA, triage, and ticketing workflows while supporting SMART360 go-lives. I drove engagement and training to close 14 of 15 pilot KPIs and resolved more than 250 issues and enhancements with Product and QA.
Previously at Landis+Gyr, I led a global team of nine supporting six customers and a $4M+ revenue portfolio. I improved service delivery through training, incident management, upgrades, and cross-functional execution—reducing complaints by 30%, resolution time by 25%, and helping deliver complex utility projects ahead of schedule.
Experience
Work history, roles, and key accomplishments
Lead - Customer Success
Bynry
Feb 2025 - Oct 2025 (8 months)
Built and scaled the Customer Success team from scratch, hiring across CSM, onboarding, support, analyst, and adoption roles. Initiated the first QBR, created SLA documentation, and resolved 250+ issues while supporting successful go-live of SMART360 modules.
Led a global team of 9 technical professionals, supporting 6 customers and driving $4+ million in departmental revenue. Resolved a client dispute and negotiated a deal for additional work worth $100k, and reduced complaints by 30% through training programs.
Managed on-site activities and provided support to Texas's largest utility and 6 in the US serving over 3.5 million active end points. Reduced average turnaround time from 2 weeks to 24 hours and delivered 2 projects 3 weeks ahead of schedule within a $1.5 million budget.
Provided technical support and acted as liaison, improving customer satisfaction and retention. Resolved 132 old cases within 60 days, saving $500k from project delay, and revamped case reporting to reduce back-and-forth emails by 70%.
Configured MDMS integration, tested interface data exchanges, and managed projects using Landis+Gyr's OTA project lifecycle. Resolved 113 defects in collaboration with the onsite team, saving $1 million in fines for the company in 5 months.
Data Scientist Intern
Cityon
May 2016 - Dec 2016 (7 months)
Streamlined retail order fulfillment for third-party vendors through seamless integration. Performed data analyses, developed statistical models, and created Tableau-based reports, leading to a 1.5% increase in product fulfillment and 20% more accuracy in demand forecasting.
Project Lead Intern
GS Lab
Jun 2014 - May 2015 (11 months)
Designed and implemented robust application architecture for efficient employee details management. Drove a 30% improvement in application proficiency by developing and optimizing SQL database queries and procedures.
Education
Degrees, certifications, and relevant coursework
The University of Texas at Dallas
Master of Science, Information Technology and Management
Grade: 3.9
M.S. in Information Technology and Management from The University of Texas at Dallas, completed in May 2017 with a GPA of 3.9.
University of Pune
Bachelor of Engineering, Information Technology
Grade: 70%
B.E. in Information Technology from University of Pune, completed in May 2015 with 70% marks.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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