Open to opportunities

Mahendra Thapa

@mahendrathapa

Message

Customer Experience and Success executive who builds post-sale orgs that drive revenue retention and growth.

India

Message

What I'm looking for

I’m looking to step into the CCO seat, fully own post-sale Support + Customer Success + Service Delivery, and convert customer outcomes into durable commercial growth—through GRR/expansion accountability, metrics-first CX culture, and AI-enabled automation.

I’m a customer-obsessed executive with 15.5+ years building and scaling post-sale customer organizations from zero across BPO, EdTech, E-commerce, and Logistics. I own the full customer lifecycle—Support, Customer Success, and Service Delivery—with direct accountability for Gross Revenue Retention, expansion, and P&L outcomes.

I’ve led 300+ FTE CX teams, negotiated and managed outsourced delivery partnerships, and deployed automation to improve efficiency at scale. My NPS-led approach, churn reduction, and health scoring practices translate customer outcomes into durable commercial growth—supported by measurable results like ₹1 Cr+ monthly revenue tied to renewals, expansion, and class completion.

I’m known for building metrics-first, performance-driven CX cultures with executive dashboards, proactive coaching, and AI-assisted operations. I also translate VOC into product and GTM decisions by partnering with Product, Sales, and Marketing to keep customer signals flowing into roadmap priorities.

Experience

Work history, roles, and key accomplishments

Current

AVP Customer Experience

Current

GreyBlue Venture

Sep 2024 - Present (1 year 9 months)

Built the post-sale customer organization from zero, owning Customer Support, Customer Success, and Service Delivery for end-to-end lifecycle outcomes. Led 300+ FTE operations, negotiated outsourced CX partnerships, and deployed AI-driven automation and health-score frameworks to reduce churn and improve stickiness.

Customer Experience Strategy & Customer Success Customer Health Service Delivery P L Ownership

Director Customer Experience

WhiteHat Jr

Oct 2020 - Aug 2024 (3 years 10 months)

Owned post-sale CX and revenue-linked retention and expansion outcomes across domestic and international markets, supporting ₹1 Cr+ monthly revenue tied to class completion, renewals, and upsell. Improved CSAT to 98%+, grew NPS, maintained 85%+ workforce occupancy, and led multi-channel delivery with 98%+ SLA adherence.

Customer Success Operations Revenue Retention Expansion Management Workforce Planning SLA Management AI Automation Cross functional Leadership

Senior Manager, Customer CX

Rivigo

Jul 2017 - Aug 2020 (3 years 1 month)

Led CX for 150+ FTEs across enterprise and SMB logistics accounts, driving retention and complaint recovery with 97%+ closure within TAT. Partnered with Operations and Sales on customer health interventions, and built analytics for calibration, QA, and continuous improvement.

Customer Experience Customer Retention Complaint Closure Customer Health Enterprise Account Management Process Analytics Customer Journey Management

Senior Manager, Customer Experience

Carzonrent India

Aug 2016 - Jul 2017 (11 months)

Owned end-to-end customer experience across booking, fulfillment, and post-service, with focus on improving service reliability. Drove real-time floor governance through coaching and process redesign to strengthen customer outcomes.

Customer Experience Management Fulfillment Operations service reliability Floor Governance Coaching & Mentoring Process Redesign Customer Journey Management Consumer Support Operational Excellence

Assistant Manager, Customer Care

Xerion Retail (Jabong)

Dec 2013 - Jul 2016 (2 years 7 months)

Led e-commerce post-purchase CX for refunds and escalations, managing 20+ agent teams for one of India's top fashion platforms. Achieved 97% complaint closure within TAT, improving customer trust and repeat purchase behavior.

Team Leadership TAT Closure Management Quality Assurance Repeat Purchase Optimization

Customer Care Team Lead

Vcustomer India Pvt. Ltd.

Mar 2007 - Sep 2013 (6 years 6 months)

Promoted from Customer Care Executive to SME and Service Delivery Mentor, leading 15-member teams supporting US Credit Card customers. Mentored service delivery teams and established quality standards and coaching frameworks across multi-shift BPO operations.