Customer Success Leader · Mumbai, India

MihirNadkarni

Retention, growth & advocacy for enterprise B2B SaaS. A $14M portfolio, 12+ years, and a data-led approach to keeping enterprise customers for life.

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(01) — About

I turn product adoption into measurable business value — retention, expansion and advocacy at enterprise scale.

Dynamic, AI-ready Customer Success leader with 12+ years' experience in B2B SaaS across India, APAC and EMEA. I've managed a $14M portfolio — driving retention, expansion and onboarding through data-led success plans, cross-functional programs and customer advocacy.

I partner with enterprise leaders across Banking, Fintech, Gaming, E-commerce, Edtech, Travel-tech, IT and Consulting to turn product adoption into measurable business value. Whether it's building churn-forecasting models, automating QBR frameworks, or mentoring high-performing CSM teams, my focus is the same: secure revenue, grow accounts, and make customers advocates.

$14M

Portfolio managed

12+

Years in B2B SaaS

93%

ARR retention

$300K

Avg. quarterly upsell

(02) — In my words

Beyond Technology: Reimagining Customer Success with AI

In this video, I share my perspective and reflections on customer success, the lessons that have shaped my career, and the opportunities AI creates for deeper customer impact.

(03) — How I work

Four principles behind every renewal.

Retention is a discipline, not an event.

Renewals are won months in advance. I build churn-forecasting models and structured success plans so risk is visible early and value realization is deliberate — not a scramble at contract-end.

AI is a force multiplier.

I embed AI agents — Copilot, Claude Co-Work and custom synthesizers — into the CS motion. One automation cut business-review prep by five days. Efficiency compounds into consistency at CXO level.

Advocacy compounds.

Happy customers are the best growth engine. I've program-managed 15+ case studies and 30+ G2 reviews, turning outcomes into stories that shorten every future sales cycle.

Teams outperform heroes.

I've led 11 CSMs managing 85 enterprise accounts. Hiring, onboarding and mentoring the right people scales impact far beyond any single portfolio.

Acted as Strategic Customer Success Partner to

Dream11/

Rapido/

Kotak Bank/

MPL/

Ajio/

UpGrad/

Axis Bank/

Zepto/

Khatabook/

SonyLIV/

RBL Bank/

PharmEasy/

ICICI Bank/

Dream11/

Rapido/

Kotak Bank/

MPL/

Ajio/

UpGrad/

Axis Bank/

Zepto/

Khatabook/

SonyLIV/

RBL Bank/

PharmEasy/

ICICI Bank/

(04) — Experience

Sixteen years, seven chapters.

From engineering banking systems to leading enterprise CS teams — each role compounding into the next.

Adobe

Jan 2026 — Present

Mumbai, India

Solution Account Manager — India BFSI Key & Enterprise

Manage a $4.2M portfolio across 15 enterprise accounts — accountable for usage adoption, retention, renewal and post-onboarding upsell.
Drove 100%+ net dollar retention and expansion in two quarters: renewed $1M book with incremental ACV of $840K ($440K volume/license upgrade, $400K new product stream).
Built an automated, scalable QBR framework for 15+ enterprise customers — competitive benchmarking, peer use-cases and a data-driven 3–6 month value roadmap, powered by Adobe AI agents, Copilot and Claude Co-Work.
Managed the Adobe partner ecosystem (DWAO, Customer Centria, DEPT, Idealake) to deliver 12 enterprise CXO-level strategic reviews.

CleverTap

Jan 2024 — Jan 2026

Mumbai, India

Associate Director — Customer Success (Head, India West Key & Enterprise)

Led a team of 11 CSMs managing a $14M portfolio across 85 enterprise accounts — 22% of CleverTap's revenue.
Built and deployed a churn-forecasting model enabling 300 business reviews & 275 success plans (2024–25): $300K avg. quarterly upsell, 93% ARR retention, 30% PAS growth, 27% NPS growth.
Drove customer advocacy — secured 30+ G2 reviews and 15 case studies.
Designed a structured onboarding & training program for new joiners with a 5-member core team across Sales, HR, Product and Engineering.
Created a CSV synthesizer agent for campaign performance tracking — cut business-review prep by 5 days (83% higher efficiency).

CleverTap

Jan 2019 — Jan 2023

Mumbai, India

Senior CSM / CSM

Managed 20 enterprise accounts (avg. 2-year tenure) — delivered 75 business reviews and 60 success plans.
Expanded portfolio from $2.5M to $4M, protecting $300K in at-risk revenue.
Boosted NPS by 40% and PAS by 20% through targeted success planning.
Handled strategic logos: Dream11, Rapido, Kotak Bank, MPL, Ajio, UpGrad, Axis Bank, Zepto, Khatabook, SonyLIV.

Bitgenie Research

May 2018 — Jan 2019

Mumbai, India

Co-founder

Led customer acquisition, growth hacking and onboarding — secured two key clients worth ₹50L as key account manager for conversion and support.

Novartis

Oct 2014 — May 2018

Hyderabad, India

Multi-channel Project Manager

Managed digital marketing and channel projects across 15 countries (APAC & Europe) in a global, multicultural team.
Drove business development, digital consulting and vendor management — averaging $50K per quarter.

Boehringer Ingelheim

May 2013 — Oct 2014

Mumbai, India

Assistant Product Manager — Marketing

Managed social media and ATL/BTL promotions for key products with a ₹15L budget — digital strategy, vendor management and analytics.

Infosys

Aug 2009 — Jun 2011

Mumbai, India

Systems Engineer — Finacle ERP

Customized 50+ post-production critical line items for Finacle Universal Banking Solutions and front-end web applications.

(05) — Capabilities

What I bring to the table.

Leadership

Customer Success Leadership
Enterprise Account Management
Key Account Management
Team Building & Mentoring

Growth & Retention

SaaS Retention
Churn Forecasting
Upsell & Cross-sell
Customer Advocacy
QBR Frameworks

AI & Tools

Copilot & Claude Co-Work
Replit · Cursor · Lovable
Process Automation
Microsoft Suite

(06) — Recognition

Awards, education & credentials.

Awards

CleverTap

MVP Award (Q2 2023) & Star Award (Q1 2021)

Drove $200K avg. quarterly upsell per client; program-managed advocacy case studies from Dream11, MPL, RBL Bank, PharmEasy and ICICI Bank.

Novartis

Silver Star (Jun 2015, Dec 2017)

Consistently positive reviews from global & Europe initiatives — 50% revenue growth and +0.4 CSAT.

NMIMS

MBA Gold Medal & Certificate of Honor

Awarded for all-round performance (3.65 CGPA, Dean's List). Published research at ICBM Singapore.

Education

MBA, Marketing

Narsee Monjee Institute of Management Studies · 2013

Gold Medal · 7th on Dean's List · 3.65 CGPA

B.E., Computer Science

Fr. Conceicao Rodrigues College of Engineering · 2009

First Class (68.1%)

Certifications

Great Manager Institute — iLead (2025)
Be10x — Generative AI for Microsoft Office
CleverTap University Certified (2021)
Digital Vidya — Certified Digital Marketing Master (VSkills, Govt. of India)

(07) — Thoughts & Writing

Notes on customer success.

Essays on retention, AI in CS and advocacy. Swap the placeholder links in resume.js with your Substack / Medium URLs.

Retention

Why churn forecasting beats churn reaction

A practical look at building a lightweight risk model that gives your CS team a 90-day head start on every renewal.

AI in CS

The AI-native CSM: agents in the success motion

How I use Copilot, Claude and custom synthesizers to turn days of QBR prep into minutes — without losing the human touch.

Advocacy

Turning customers into advocates that sell for you

The advocacy flywheel: how 15 case studies and 30+ reviews reshaped our pipeline and shortened sales cycles.