Vice President of Customer Success and Support@Netwrix Corporation
Verified
I am a senior executive leader in Customer Success and Global Technical Support with deep expertise in enterprise SaaS, cybersecurity, and AI-enabled customer operations. Throughout my career, I have built and scaled global post-sales organizations of 150+ professionals across the US, EMEA, India, and APAC, transforming support from a traditional cost center into a strategic growth engine that drives retention, expansion, and measurable revenue impact. I have worked many years as a Support Engineer and as a developer.
Across public, private, and PE-backed companies, I have consistently delivered exceptional customer outcomes, including >98% CSAT, +30% NPS growth, and 95–98% renewal rates. I have led post-acquisition integration efforts across 13+ acquisitions, unified global operating models, and implemented AI/ML-driven workflows that reduced time-to-resolution, lowered escalations, improved self-service adoption, and reduced cost-to-serve.
I modernized global support operations, launched customer learning and certification programs, expanded digital self-service strategies, and strengthened cross-functional alignment with Product, CRO, and executive leadership.
Earlier in my career, I scaled support organizations from the ground up, generated $1M+ in incremental support revenue, improved NPS from 52 to 70+, reduced backlog by 85%, and maintained 98% renewal rates.
I am known for combining operational rigor, AI-driven transformation, and executive partnership to deliver durable retention, expansion, and long-term enterprise value.More...