KUMAR NATARAJAN

Scaling Customer Success Leadership

Bangalore, IN.

About

Proficient Customer Success Account Management leader with 15 years of experience, including 5+ years in leadership, driving end-to-end post-sales customer-centric lifecycle strategies for high-growth B2B SaaS businesses across global markets. Proven track record of owning and scaling a $15M+ P&L portfolio, consistently delivering over 105% Net Revenue Retention (NRR) and 90% Gross Revenue Retention (GRR). Expert in building and leading high-calibre customer success teams, implementing AI-enabled strategies for revenue expansion, churn mitigation, and achieving NPS scores above 70.

Work

Draup - Zinnov Consulting

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Customer Success Leadership

Bangalore, Karnataka, India

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Summary

Leads end-to-end customer revenue outcomes, managing a $15M+ ARR portfolio and driving retention and significant revenue growth for a B2B SaaS business.

Highlights

Owned P&L for a $15M+ ARR portfolio, consistently achieving >105% Net Revenue Retention (NRR) and >90% Gross Revenue Retention (GRR) across global markets.

Spearheaded CXO executive-level engagements with global enterprise customers, translating strategic priorities into tailored business solutions.

Drove significant revenue growth from existing accounts by implementing structured upsell and cross-sell programs.

Built and scaled a high-growth customer success organization, establishing KPIs, operating cadences, and performance frameworks.

Collaborated with Sales, Product Engineering, and Executive leadership to influence product roadmap, pricing strategy, and go-to-market initiatives, directly impacting business growth.

Implemented predictive health scoring models and data-driven playbooks, proactively mitigating churn and accelerating product adoption.

Achieved NPS >70 and improved CSAT scores by leading customer experience initiatives focused on resolving pain points and strengthening long-term client relationships.

Newage Software

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Leader - Customer Success

Bangalore, Karnataka, India

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Summary

Led Customer Success for 200+ enterprise and mid-market customers, exceeding $10M+ in portfolio value and consistently achieving over 90% gross retention.

Highlights

Managed a portfolio of 200+ enterprise and mid-market customers, exceeding $10M+ in value, achieving 90%+ gross retention and consistently surpassing renewal targets.

Increased product adoption by 30% through structured onboarding, success planning, and executive business reviews.

Developed customer health dashboards and KPI frameworks, enhancing visibility into churn risks and identifying growth opportunities.

Led and scaled Customer Success teams, improving engagement consistency and delivery quality.

Collaborated with Product and Sales leadership to drive 15–20% revenue growth through upsell and cross-sell opportunities.

Salesbox AI

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Manager - Customer Success

Bangalore, Karnataka, India

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Summary

Managed Customer Success, owning key customer relationships and driving product adoption, retention, and revenue growth expansion.

Highlights

Owned key customer relationships, driving product adoption, retention, and revenue growth expansion.

Led Quarterly Business Review (QBR) executive engagements to strengthen long-term partnerships.

Monitored and improved customer health metrics and engagement KPIs to proactively address client needs.

Mentored and led customer success account management teams, fostering professional development and team performance.

Cisco Systems

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Customer Success Manager

Bangalore, Karnataka, India

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Summary

Managed enterprise customer relationships, ensuring adoption, retention, and revenue growth through strategic engagements.

Highlights

Owned enterprise customer relationships, driving adoption, retention, and revenue growth for key accounts.

Led Quarterly Business Review (QBR) executive engagements to strengthen strategic partnerships and achieve desired outcomes.

Orchestrated customer engagements and value realization initiatives, ensuring clients maximized their investment.

Expeditors International

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Strategic Account Manager

Bangalore, Karnataka, India

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Summary

Managed strategic customer accounts, ensuring high retention, efficient service delivery, and driving long-term revenue growth.

Highlights

Owned key customer accounts, ensuring high retention and superior service delivery of shipments.

Spearheaded cross-functional collaborations to enhance customer outcomes and operational efficiency.

Built strong client relationships that contributed to long-term revenue growth expansion.

Education

Indian Institute of Business Management

MBA Logistics and SCM

Bangalore University

Bangalore, Karnataka, India
B.Sc Computers

Languages

English

Hindi

Tamil

Malayalam

Kannada

Certificates

Project Management Certification

Great Learning Academy

Customer Success Masterclass Certification

Gainsight

Skills

Technology & Automation

AI Agents & Automation Tools, AI-enabled Customer Success Strategies, Salesforce CRM, ChurnZero, Trello, Zendesk, AI Agent tools, MS Office, Google Workspace.

Customer Success & Account Management

Customer Success Ownership, Strategic Account Management, Revenue Growth Expansion, Renewals and Retention, Executive Stakeholder Engagement, KPI Metrics Execution, Problem Solving & Churn Mitigation, Predictive Health Scoring, Product Adoption, Engagement Deepening, Long-term Revenue Expansion, Customer Advocacy, Referenceability, QBR/EBR Governance, CSAT, NPS.

Leadership & People Management

People Management & Leadership, Team Building & Scaling, Performance Frameworks, Appraisal Process, Skill Gap Identification, Training Initiatives, Operational Efficiency.

Business & Strategic Insights

P&L Management, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Product Roadmap Influence, Pricing Strategy, Go-to-Market Initiatives, Data-Driven Playbooks, Domain Experience: B2B Enterprise SaaS, Logistics & Transportation, Global Market Exposure: India, US, APAC, Account Segments: Enterprise, Mid-Market Growth.