Open to opportunities

Prashant Dash

@prashantdash

Message

I build global customer success organizations that improve retention, expansion, and customer experience.

India

Message

What I'm looking for

I'm looking to lead customer success, global services, presales, or CX transformation work where I can improve retention, expansion, customer outcomes, and AI-enabled operating models.

I've led Customer Success, support, presales, and delivery organizations for Harman Connected Services, Logile India, and independent SaaS, Retail, and CPG engagements. Across a $25M post-sales book and roughly 40 enterprise accounts, I lifted NRR from 92% to 102% while sustaining GRR above 95%.

At Harman Connected Services, I built and ran a 180-person, 24x7 organization across North America, EMEA, and APAC. I improved RFP win rates by 20%, grew qualified pipeline by 30%, reduced proposal turnaround by 25%, and cut operating costs by 12% through workflow automation and AI-assisted support tooling.

More recently, I've reduced escalation response time, established NRR tracking and account health scoring, and advised clients on onboarding, expansion, GenAI, churn prediction, and CX analytics. I regularly engage CXO stakeholders on retention, expansion, and complex account escalations.

Experience

Work history, roles, and key accomplishments

Senior Director – Customer Success

Logile India

Dec 2025 - Jun 2026 (6 months)

- Cut escalation response from 4 hrs to 90 mins in 90 days via tiered L3 process; reduced repeat key-account escalations by ~20%.
- Scaled CS team from 7 to 10 across 3 time zones; launched NRR tracking & health scoring.
- Halved critical-bug backlog in 2 quarters via CS-Product-Eng reviews.
- Piloted AI ticket triage across 2 workflows, saving 3–4 hrs/wk per agent.

Senior Director – Customer Success & Customer Support

Logile India

Dec 2025 - Jun 2026 (6 months)

Led customer success and support for a workforce management SaaS platform, cutting escalation response time from 4 hours to 90 minutes and reducing repeat escalations by 20%. Grew the CS team from 7 to 10, established NRR tracking and account health scoring, and piloted AI-assisted ticket triage.

Customer Success Customer Support Escalation Management NRR Tracking Account Health Scoring AI Ticket Triage Workforce Management

Executive Advisor

Independent Engagements

Feb 2025 - Nov 2025 (9 months)

Revamped onboarding & expansion playbooks, driving 5–8% NRR gains for 2/3 clients in 2 quarters.

Redesigned account health scoring, enabling CS to flag at-risk clients ~3 weeks earlier.

Advised on GenAI, churn, & CX analytics, guiding client team to build a working POC.

Led CX transformations: boosted CSAT by 8–12% and reduced time-to-value by 10–15%.

Director

Harman Connected Services

Jan 2016 - Jan 2025 (9 years)

Boosted NRR (92%->102%) & kept GRR >95% via health scoring, VoC, and executive QBRs.

Streamlined RFPs: +20% win rate, +30% pipeline, 25% faster turnaround.

Maintained 98%+ SLA across enterprise SaaS portfolio for 6 quarters.

Cut ops costs 12% via AI & workflow automation without headcount cuts.

Presented retention/growth to CXOs; led top-tier account escalations.

Director

Harman Connected Services

Jan 2014 - Dec 2015 (1 year 11 months)

Transformed Professional Services post-acquisition, driving 25% YoY P&L growth with zero added headcount.

Introduced fixed-fee offerings for two Fortune 500 CPG clients, boosting margins over time-and-materials pricing.

Cut incident resolution time 30% and raised delivery efficiency 15% through revised escalation and staffing.