Open to opportunities

Pragya Ghai

@pragyaghai

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Enterprise Customer Success leader driving APAC retention, expansion, and growth.

Singapore

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What I'm looking for

I’m looking for a customer success leadership role in an enterprise environment where I can drive APAC retention and expansion, use data to improve adoption and lifecycle outcomes, and mentor a team while aligning global frameworks with local execution.

I’m an APAC Customer Success leader with 12+ years driving enterprise retention, expansion, and regional CS strategy. I’m known for balancing global operating models with local market execution across diverse APAC environments—while staying relentlessly data-led.

As Head of Customer Growth (Customer Success & Expansion) at TLC Worldwide, I lead customer health, onboarding, adoption, renewals, and expansion for enterprise loyalty & rewards clients across APAC. I manage a $2M+ ARR portfolio, delivered a 25% engagement uplift for Coca-Cola Indonesia in 3 months, scaled PepsiCo from 1 to 3 markets, and generated $400K expansion revenue. I also oversee and develop CSMs, run an executive engagement cadence with C-suite stakeholders through Executive Business Reviews, translate product utilisation insights into adoption strategies, and manage churn risk and financial health.

Previously, I led digital experience strategy as Digital Engagement Lead (Greater Asia & India) at EG+ Worldwide, partnering across Marketing, E-commerce, IT, and tech to optimize journeys using Adobe Experience Platform and related martech tools. Earlier roles strengthened my foundation in post-sales customer success and commercial outcomes, from owning $1M+ ARR loyalty & engagement platforms at Perx Technologies to leading P&L account ownership and integrated campaign work in agency environments. My approach is consistent: align teams to measurable outcomes, communicate clearly with stakeholders, and turn insights into action.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Growth

Current

TLC Worldwide

Aug 2024 - Present (1 year 10 months)

Led APAC customer success for enterprise loyalty and rewards accounts, managing a $2M+ ARR portfolio across onboarding, adoption, renewals, and expansion. Drove 25% engagement uplift for Coca-Cola Indonesia in 3 months, scaled PepsiCo from 1 to 3 markets, and generated $400K in expansion revenue.

Customer Success Leadership Renewal And Expansion Revenue Customer Health Monitoring Onboarding Churn Risk Management

Digital Engagement Lead

EG+ Worldwide

Jun 2022 - Aug 2024 (2 years 2 months)

Owned HP.com’s digital experience strategy across Asia & India, spanning journey design, personalization, A/B testing, SEO, and conversion optimization. Delivered $200K annual revenue growth, drove 2× engagement uplift for the HP India website, achieved 30% efficiency gains, and managed an $800K CX and martech delivery portfolio.

Digital Experience Strategy Personalization A B Testing Conversion Optimization Adobe Experience Platform Martech Resource & Bandwidth Optimization

Customer Success Manager

Perx Technologies

Jan 2020 - Nov 2021 (1 year 10 months)

Owned post-sales customer health for $1M+ ARR loyalty and engagement platform accounts, covering onboarding, adoption, renewals, and expansion for 10+ enterprise clients. Delivered $150K incremental revenue growth, enabled 8× Commonwealth Bank customer base growth, and built data-driven upsell and renewal cases via structured EBRs/QBRs.

Customer Success Management Data Driven EBR QBRs SLA Management Client Financial Health Coordination

Account Director

DDB Worldwide

Oct 2019 - Jan 2020 (3 months)

Managed the National Environment Agency (NEA) account with full P&L ownership across a $1M portfolio. Led integrated marketing campaign strategy and delivery, overseeing a team of 4 to maintain performance and client satisfaction.

P&L management Integrated Marketing Campaigns Account Strategy Team Leadership Campaign Delivery

Account Manager to Director

Razorfish

Sep 2012 - Aug 2018 (5 years 11 months)

Managed a $4M key accounts portfolio across APAC, delivering customer experience, loyalty, CRM, martech, and analytics outcomes for clients including Amdocs, Cisco, and Oracle. Improved account profitability by 20%, grew annual revenue by $100K, and supported 1.5× market share uplift for ExxonMobil Indonesia.

Key Account Management Martech Cross Functional Stakeholder Management