Vivek Shukla
@vivekshukla
Customer Success Manager with 8+ years driving AI deployments, renewals, and measurable revenue growth in regulated industries.
IndiaWhat I'm looking for
I’m a customer success leader with more than eight years of experience overseeing international client portfolios in regulated industries. I direct the customer success life cycle at the enterprise level, aligning stakeholders to deliver strong adoption and measurable outcomes.
At Neuron7.ai, I project manage AI solution deployments across cross-functional teams to successful UAT and deployment. I also implemented ServiceNow and D365 for enterprise scaling, run QBRs, manage escalations, and support secure retention through value-based communication to drive upsell and renew.
Previously, I managed 20+ B2B accounts at Navisite, Inc., emphasizing SLA adherence and service quality while driving renewals, expansion, and retention. I streamlined internal operations to reduce friction and strengthen customer outcomes, including contract negotiation, cross-selling, and RFP/SLAs coordination.
I bring a practical, results-first approach to AI-enabled service delivery—replacing static SOPs with AI-driven resolution workflows that improved first-time fix rates, reduced resolution times, and increased governance-aligned performance. I also supported AI triage and healthcare workflows with measurable CSAT and routing accuracy improvements.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Neuron7.ai
Jan 2024 - Mar 2025 (1 year 2 months)
Directed the customer success lifecycle for enterprise customers in regulated industries, managing AI solution deployments through UAT to successful go-live. Implemented ServiceNow and D365 and led QBRs, escalations, retention, upsell/renewal, and AI/NLP automation to improve service efficiency.
Managed 20+ B2B accounts ($2K–$63K MRR) by enforcing SLA adherence and service quality, serving as the main escalation point for delivery. Drove renewals, expansions, and streamlined internal operations to reduce friction and increase retention in regulated environments.
Customer Success & Engagement Manager
Valiance Solutions
Oct 2020 - Aug 2022 (1 year 10 months)
Led customer lifecycle management for AI/ML clients in regulated industries (health and finance), supporting QBRs and renewals aligned to compliance and KPIs. Improved retention by delivering business-led insights, proactively reducing churn, and managing RFPs and SLAs with cross-functional teams.
Business Development Specialist
31 West Global Services
Mar 2020 - Sep 2020 (6 months)
Attracted B2B clients in regulated US, EMEA, and APAC markets by supporting pre-sales and marketing activities focused on lead quality and conversion. Managed HubSpot CRM for pipeline tracking and reporting, and handled escalation and contract review during the sales cycle.
Business Development Specialist
Cloud Systems
Aug 2016 - Dec 2019 (3 years 4 months)
Supported account expansion and acquisition efforts across fintech, healthcare, and IT by generating high-quality leads for regulated service offerings through targeted outreach and research. Built executive-level relationships and contributed to revenue-based reporting, including QBRs, using tools such as Salesforce, Jira, ServiceNow, Office 365, and G Suite.
Education
Degrees, certifications, and relevant coursework
Unknown
Bachelor of Engineering, Mechanical Engineering
Completed a Bachelor’s in Engineering (Mechanical) in 2016.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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