Sarvani S
@sarvanis
I’m a Senior Customer Success Manager specializing in enterprise cybersecurity adoption, security operations, and technical advisory.
CanadaWhat I'm looking for
I’m a technical advisory customer success professional with 10+ years of experience supporting enterprise customers across security operations, onboarding, escalations, and technical solution adoption. I translate business needs into clear technical action plans, helping customers improve outcomes through structured guidance, documentation, runbooks, and operational workflows.
At SOPHOS, I’ve managed enterprise accounts across the full lifecycle, built joint success plans, and accelerated time-to-value by 25% through adoption milestones. I led MDR and Cybersecurity-as-a-Service adoption, improved product utilization by 20%, and improved proactive risk visibility using KPI/telemetry workflows in Power BI.
I also served as a Senior Technical Account Manager and Technical Account Manager, acting as the trusted technical contact through complex incidents and escalations. I reduced average incident resolution time by 30%, lowered recurring issues by 40% through lab-reproduced diagnostics, and drove 95%+ renewal outcomes through QBRs with C-suite stakeholders.
Earlier in my career, I delivered 24/7 advanced break/fix technical support for Sophos firewalls, VPN, IPS/IDS, web filtering, email security, and endpoint protection, and worked in NOC roles supporting monitoring and security incident detection. I continue to reinforce strong operational fundamentals with hands-on capabilities like Wireshark analysis, Splunk log analysis, and automation-friendly command-line tooling.
Experience
Work history, roles, and key accomplishments
Managed enterprise customer portfolio from onboarding through renewal, accelerating time-to-value by 25% via structured adoption milestones. Increased product utilization by 20%, improved proactive health monitoring (30% more gaps/risks identified), and achieved 95%+ renewals while driving 10% expansion revenue.
Served as primary technical contact for enterprise/platinum accounts, reducing average incident resolution time by 30% using lab-reproduced diagnostics and faster engineering handoffs. Delivered annual health checks that cut recurring issues by 40%, reduced critical open risks by 35%, and maintained 95%+ renewal rates.
Owned end-to-end case management for 5 enterprise accounts, ensuring SLA compliance and reducing average resolution time by 25% through cross-team coordination. Improved reliability by cutting repeat incidents by 20% via RCA and remediation runbooks, and reduced mean-time-to-resolution by 20% using Wireshark-led diagnostics.
Provided advanced 24/7 break/fix support for Sophos firewalls, VPN, IPS/IDS, web filtering, email security, and endpoint protection. Diagnosed multi-layer security incidents using packet analysis, policy reviews, and configuration audits, maintaining a 4.8/5.0 customer satisfaction score during critical responses.
NOC Analyst & Tools Administrator
Nova Networks
Apr 2018 - Dec 2018 (8 months)
Onboarded enterprise clients to SolarWinds and Zenoss, reducing monitoring gaps by 30% and standardizing alerting across multi-client environments. Maintained 99.5% uptime for managed telecom infrastructure, handled Tier-1 CUCM/VoIP incidents, and remediated OS vulnerabilities within a 48-hour change window.
Delivered 24/7 data center monitoring with continuous improvements to NOC workflows, improving security incident detection throughput. Maintained 99.5% server uptime through proactive monitoring and log analysis, correlating EDI security events to identify and escalate threats.
Provided end-to-end service assurance for Telstra IP-based products, maintaining sub-4-hour SLA compliance for core and VAS services. Resolved high-severity DWDM device faults via vendor coordination (cutting mean hardware replacement time by 30%) and performed fault isolation from Cisco CPE into Telstra private IP networks.
Education
Degrees, certifications, and relevant coursework
Osmania University
Master of Computer Applications, Computer Applications
2012 - 2015
Completed a Master of Computer Applications degree at Osmania University from 2012 to 2015.
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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