prashant pareek
@prashantpareek
Customer Success Operations leader driving scalable processes, tooling, and measurable retention and growth.
IndiaWhat I'm looking for
I am a Customer Success Operations Manager with deep hands-on experience owning CS tooling, processes and metrics to drive predictability and efficiency across CS organizations.
At NetBrain I manage Gainsight and Salesforce, lead risk management and operationalize KPIs while collaborating cross-functionally with Sales, Marketing and Finance to meet company goals.
Previously at Gainsight I managed a $3M portfolio as a CSM, launched pilot CS and Support teams, improved NPS response rates, and led retention programs that boosted logo retention by 21 percentage points.
I have led hiring and training, managed teams of CSMs, acted as escalation point for executive relationships, and bring technical expertise in integrations, configuration and lifecycle feedback processes.
Experience
Work history, roles, and key accomplishments
Customer Success Operations Manager
NetBrain Technologies
Jan 2022 - Present (3 years 9 months)
Owned CS operations, tooling (Gainsight, Salesforce) and processes to operationalize workflows, reduce churn risk, and support a CS organization that scaled 2x ARR over three years.
GLLead Customer Success Consultant
Apr 2018 - Nov 2021 (3 years 7 months)
Managed Mid-Market & SMB portfolios (≈$3M) driving product adoption, retention (90% GRR), NPS improvements and launched CS/support pilots while consulting on Gainsight configurations.
GLProvided L2 support and SME guidance on Gainsight features, debugged Salesforce integrations, and routed product feedback to Product Management to improve platform stability.
Senior Technical Analyst
e2open
Sep 2015 - Dec 2016 (1 year 3 months)
Managed S&OP software SLAs, supported migrations and release activities, and evaluated enhancement requests to ensure service continuity and controlled deployments.
Progressed from L2 technical support to Business Analyst, delivering solutions for Microsoft incentive calculation and order management platforms across geographies.
Education
Degrees, certifications, and relevant coursework
Maharaja Lakshmansingh Memorial College of Engineering and Technology
Bachelor of Technology, Information Technology
Completed a Bachelor of Technology in Information Technology from MLVTEC affiliated with Rajasthan Technical University in June 2010.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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