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Niladri Mitra

@whoisniladri

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Customer Success leader building scalable onboarding and driving retention, expansion, and security value in B2B SaaS.

India

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What I'm looking for

I’m looking for a senior Customer Success role where I can own renewals, expansion, and CS operations—driving NRR, guiding technical POCs, and partnering with Sales, Product, and Engineering in B2B SaaS, especially security/compliance.

I’m a Customer Success professional with 9+ years across customer success, technical account management, and post-sales operations for B2B SaaS in application and web security, compliance automation, email infrastructure, and developer tools. I’ve built customer success functions from the ground up, owning onboarding, adoption, retention, renewals, and expansion end to end.

I’m known for measurable outcomes: delivering 110% NRR and 98% GRR across enterprise portfolios up to $3M ARR, with 110% net revenue retention. I’ve sustained 95%+ CSAT and 9 to 10 NPS, built health scoring and lifecycle playbooks, and improved onboarding time by 40–50% while cutting technical escalations 35%.

Across roles, I lead technical discovery, POCs, and commercial motions—running 450+ security POCs at a 90%+ POC-to-closure rate and creating an $800K upsell and cross-sell pipeline. I collaborate closely with sales, product, engineering, and marketing, and I bring strong GTM execution through QBR/EBR cadences, renewal automation, and scalable CS operations using platforms like HubSpot, Intercom, and Metabase.

Experience

Work history, roles, and key accomplishments

Customer Success Consultant

Sendworks & Astra Security

Sep 2024 - Oct 2025 (1 year 1 month)

Served as first point of contact for product support and API integrations for a portfolio up to $1.2M ARR, driving onboarding and feature adoption across 50+ accounts. Ran SendPost API beta POCs and built Astra Security CS onboarding automation to reduce renewal misses and improve support migration.

Customer Success API Integration Technical Onboarding Product Adoption SendPost API HubSpot Pylon Intercom Freshdesk Postman Metabase Auto Renew

Senior Customer Success Manager

Appknox

Jan 2023 - Apr 2024 (1 year 3 months)

Led a team of junior CSMs and product support engineers for enterprise onboarding and end-to-end escalation management for a $3M ARR portfolio. Built an $800K upsell and cross-sell pipeline and drove QBR execution and increased product/feature adoption.

Customer Success Management Team Leadership Enterprise Onboarding Escalation Management QBRs Upselling Cross selling Product Adoption RFP Responses Vendor TPRM HubSpot Pendo Metabase Crisp

Customer Success Manager

Sprinto

Jul 2021 - Dec 2022 (1 year 5 months)

Onboarded and supported 90+ SaaS companies through compliance programs, including SOC 2, ISO 27001, GDPR, HIPAA, HITRUST, and CCPA. Delivered 100% QBR completion and renewal outcomes while maintaining high CSAT/NPS across enterprise accounts.

Customer Success SOC ISO 27001 GDPR HIPAA HITRUST CCPA QBRs Renewals CSAT NPS Churn Management

Technical Account Manager

Appknox

Jan 2019 - Jul 2021 (2 years 6 months)

Led POCs for 450+ SAST and DAST security assessments at a 90% POC-to-closure rate, supporting renewals and expansion across the portfolio. Managed SLA compliance and reduced mean time to resolution by streamlining engineering collaboration.

Technical Account Management SAST DAST Security Assessments SLA Management Monitoring Escalation Management engineering collaboration Customer Onboarding

Web Developer

Imbrute Technologies

Feb 2017 - Dec 2018 (1 year 10 months)

Worked as a web developer at Imbrute Technologies during the 2017–2018 period.

Sales and Support Engineer

Pragathi Solutions

Feb 2017 - Dec 2018 (1 year 10 months)

Sold data loggers, laser measurement systems, and industrial automation to customers including Maruti Suzuki, MAN Trucks, Volkswagen, and John Deere (as part of Pragathi Solutions).

Sales Engineering Industrial Automation