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Raghu Sharma

@raghusharma

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I grow SaaS retention through technical customer success and escalation leadership.

India

Message

What I'm looking for

I'm looking to lead customer success or technical support teams where I can improve retention, resolve critical escalations, build scalable customer-centric processes, and strengthen adoption and account growth.

At Observe.AI, I lead Technical Engineering operations, critical escalations, support metrics, and coaching for support engineers and team leads. I focus on rapid troubleshooting, SLA adherence, and high-touch customer experiences.

Across Infosys BPM, Cloud Software Group, and Citrix, I've built Customer Success Engineering operations, reduced churn by 12%, increased monthly active usage by 15%, and helped close expansion deals up to $300K in a quarter. I turn Sev-1/P1 incidents, root-cause analysis, and customer feedback into stronger retention, adoption, and product improvements.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Customer Support

Current

Observe.AI

Oct 2025 - Present (11 months)

Directs the Technical Engineering team's daily operations, ensuring rapid response times and adherence to SLAs. Oversees critical escalations and coaches support engineers to enhance operational efficiency.

Customer Support Management SLA Compliance Escalation Management Team Coaching Process Improvement CSAT FRT Backlog Management

Assistant Manager, Customer Success

Infosys BPM

Mar 2024 - Oct 2025 (1 year 7 months)

Established and scaled the Customer Success Engineering function, contributing to a 12% reduction in customer churn. Engaged in critical Sev-1/P1 crisis calls and designed training curricula for RCA and CX empathy.

Customer Success Churn Reduction Escalation Management Root Cause Analysis Training CX Product Requirements

Manager, Customer Success

Cloud Software Group

Aug 2022 - Feb 2024 (1 year 6 months)

Scaled Customer Success Engineering operations to convert high-risk escalations into customer loyalty. Championed quality assurance standards for technical handoffs and customer communication.

Customer Success Escalation Management Quality Assurance Executive Communication Technical Handover

Customer Success Engineer

Citrix Systems, Inc.

Jul 2019 - Jul 2022 (3 years)

Identified upsell opportunities and closed expansion deals up to $300K per quarter. Guided enterprise clients through adoption of Citrix Workspace, driving a 15% increase in monthly active usage.

Upselling Account Expansion Citrix Workspace VDI Escalation Management Health Checks Product Advocacy

Subject Matter Expert

Citrix Systems, Inc.

Sep 2011 - Jun 2019 (7 years 9 months)

Served as Tier 3/SME escalation lead for Citrix DaaS, ADC/Gateway, and Endpoint Management. Authored knowledge base articles and led root cause analysis on recurring product defects.

Citrix Citrix NetScaler Citrix Gateway Endpoint management Root Cause Analysis Knowledge Base Troubleshooting