Strategic Advisor, APAC Chief Customer Office
Apr 2025 to Present
- Act as a trusted advisor to Commvault's APAC Chief Customer Officer, aligning priorities and strengthening customer advocacy through data and process improvements across the CCO organisation.
- Lead initiatives to improve customer health, renewal growth, and service quality across APAC's enterprise accounts.
- Run the CCO's operating rhythm, including QBRs, leadership meetings, and execution against regional OKRs.
- Improve how Sales Engineering, Professional Services, and Customer Success work together.
- Push adoption of AI-driven automation in reporting, enablement, and escalation management, with a focus on measurable efficiency gains.
Senior Manager, Global Digital Customer Success
Jun 2024 to Apr 2025
- Scaled the Digital Customer Success function globally after securing executive sponsorship, extending coverage from SaaS-only accounts to the full software customer base.
- Built a new Customer Success presence in a greenfield India Centre of Excellence, balancing a lower-cost operating model with continued support for high-value accounts.
- Recruited and onboarded Customer Success managers and individual contributors, and designed a new org structure that plugged into the existing global CS framework.
- Redesigned segmentation, metrics, product telemetry, and workflows to bring CoE teams and newly acquired CS organisations onto one operating model.
Senior Manager, APAC Customer Success & Global Digital Success
Dec 2023 to Jun 2024
- Ran APAC Customer Success and Global Digital Success side by side, retaining high-value SaaS accounts across the region while prototyping and launching the Digital CS function.
- Designed a scalable personalisation model (engagement framework, team structure, KPIs, product telemetry) that let 4 Digital Success Managers cover 1,800 accounts.
- Built the Digital Success Manager role from scratch, including career paths from team lead through senior manager.
- Used Gainsight, Salesforce, Marketo, and Pendo to guide customers through onboarding, adoption, expansion, and renewal; tracked gross and net revenue retention alongside customer sentiment.
Theatre Lead, Customer Success, APAC
Jul 2022 to Dec 2023
- Partnered with the APAC executive team on regional strategy, turning priorities into KPIs and execution plans for the Customer Success org.
- Resolved localised deployment, onboarding, and adoption issues across APAC sub-regions.
- Reported on Customer Success performance to theatre leadership to guide investment and resourcing decisions.
Manager, Customer Success, APAC
Sep 2021 to Jul 2022
- Led a team of Customer Success Managers, improving performance through people management and process changes.
- Managed escalations across the portfolio, protecting both revenue and NPS.
Earlier Commvault Career
2011 to 2021
Customer Success Team Lead, APJ (2021): owned 60+ enterprise accounts and led a remote team supporting 500+ APJ subscription accounts.
Customer Success Manager (2020 to 2021): managed an enterprise CS portfolio, built Customer Success Plans, and monitored account health and adoption.
Customer Support Manager, EMEA, UK (2016 to 2020): led a 50 to 60 person technical support organisation across six EMEA teams; owned C-level escalations and ransomware/site-down recovery.
Customer Support Supervisor (2013 to 2016): managed team KPIs, hiring, and global enterprise escalation handling.
Tier 1 & Tier 2 Customer Support Engineer (2011 to 2013): resolved complex technical escalations for the CommVault platform suite.