Srivatsan Vaiyakarnam

Customer success executive with progressive and accelerated career trajectory evidenced through increasing levels of business development and customer success initiatives. • Insightful leader with strong business acumen and proven expertise in customer success. • Demonstrated prowess in developing Customer Support, Customer Success, and Renewals strategies. • Proven track record in leading large global teams(>1000+) on novel solutions to improve products, increase adoption and deliver ROI. • Proficiency in redefining customer experience journey by infusing innovation, passion, and creativity through personalized human and digital engagement including AI/ML solutions. • In-depth knowledge of various technical products/solutions and keenly focused on remaining at the forefront of rapidly evolving technology trends. • Articulate communicator and an expert negotiator, adept at nurturing solid relationships with strategic partners and building consensus across multiple organizational levels. Key accomplishments • Led a global support team of 600+ Support Engineers with a keen focus on supporting on-premises and cloud products • Incubated the Subscription focused Customer Success (CSM) organization and grew to 150+ in 5 years. Managed >$500M in recurring revenue and achieved >92% retention. Improved NRR by 20 points • Ideated and guided the team to build and implement AI/ML-based customer adoption analytics platform for CSMs to digitally track medium-low profile customers • Achieved excellence through Digital Transformation of Support and Success initiatives such as predicting escalations, customer health, customer churn, and proactive support tools • Built APJ support team with offices in Bangalore, Hyderabad, and Tokyo to ensure service/operational excellence • Headed the strategy and operations of Informatica India centers as Managing Director and was responsible for the success of the 1000+ cross-functional organization