Open to opportunities

Sagar Baruah

@sagarbaruah

Message

Dynamic Customer Success & Delivery Leader with SaaS expertise.

India

Message

What I'm looking for

I am looking for a role that emphasizes customer success, strategic growth, and leadership opportunities in a collaborative environment.

I am a dynamic and data-driven Customer Success and Delivery Leader with over 12.5 years of progressive experience in managing enterprise SaaS portfolios. My focus has been on driving improvements in Net Promoter Score (NPS) and achieving over 80% client retention while delivering Annual Recurring Revenue (ARR) growth across IT services and automation domains.

Throughout my career, I have proven my ability to lead multi-functional teams and optimize product adoption. I actively contribute to scalable success strategies and cross-functional improvements, demonstrating a strong readiness to step into senior leadership roles. My commitment to customer-first transformation at scale has been a key driver of my success.

Experience

Work history, roles, and key accomplishments

Current

Delivery Manager

Current

NTT DATA Business Solutions

May 2022 - Present (3 years 2 months)

Owned and led the customer success and delivery strategy for a
₹44 Cr enterprise portfolio across SAP, Cloud & Infra Managed Services, and automation platforms. Improved NPS by +24 points in 18 months by embedding VoC programs, customer segmentation, and CHI-based health tracking.

Customer Success Management Agile Delivery Strategic Account Management SAP Customer Segmentation CHI Based Health Tracking

Assistant Manager - Customer Success

Infinite Computer Solutions

Sep 2017 - Present (7 years 10 months)

Managed strategic client relationships for BrassRing ATS and enterprise IT service offerings. Led creation of scalable onboarding and Customer Success playbooks to ensure consistent lifecycle execution and adoption across key accounts.

Customer Lifecycle Management NPS Workflow Optimization BrassRing ATS Enterprise IT

Account Manager – SaaS Customer Success

314e Corporation

Dec 2014 - Present (10 years 7 months)

Directed end-to-end success strategy for Hotelsoft SaaS RMS and SPYDR rate intelligence platform for hospitality clients. Enabled hotels to increase RevPAR by optimizing pricing strategy via data-driven onboarding and training.

Hotelsoft SaaS RMS SPYDR Rate Intelligence RevPAR Optimization Pricing Strategy Data On Boarding

Recruiter

Mindlance Inc. & Sun Technologies Inc.

Nov 2012 - Present (12 years 8 months)

Recruited technical talent for Fortune 500 clients via VMS platforms. Managed the full candidate lifecycle, vendor compliance, and client engagement throughout the delivery process.

Technical Recruitment VMS Platforms Compliance Client Engagement

Education

Degrees, certifications, and relevant coursework

Gems B School/South Asia University

MBA, HR & IT

Completed a Master of Business Administration with a dual specialization in Human Resources and Information Technology. This program provided a comprehensive understanding of strategic management, organizational behavior, and IT systems.

Gems B School/South Asia University

BBA, Business Administration

Obtained a Bachelor of Business Administration, focusing on fundamental business principles and practices. The curriculum covered various aspects of business management, preparing for a career in the corporate sector.