Akash Singh

IDfy is Asia’s leading TrustStack platform enabling digital onboarding, KYC, KYB, fraud prevention, and compliance for large enterprises.

• Owned a ₹12 Cr enterprise portfolio across regulated and high-volume businesses, consistently delivering 115% Net Revenue Retention (NRR) through renewals, expansions, and long-term account planning.
• Acted as a strategic consultant and advisor to large enterprises including HUL, Mahindra Finance, IIFL, Porter, Zomato, MobiKwik, Dream11, Junglee Games, and others.
• Drove meaningful account expansion, where 60% of managed accounts doubled in revenue within a year, by identifying business triggers, expansion opportunities, and usage-to-value gaps.
• Led CXO-level conversations with founders, product heads, compliance leaders, and operations heads; ran outcome-driven QBRs and EBRs focused on risk, roadmap alignment, and business impact rather than vanity metrics.
• Aligned product adoption with customer business objectives, converting complex onboarding and compliance workflows into clear success plans, improving stickiness and long-term retention.
• Served as the central orchestration point across product, engineering, support, finance, infosec, and legal teams ensuring enterprise commitments were delivered without erosion of trust.
• Owned escalations, RCAs, and executive communication during critical incidents, ensuring transparency and customer confidence.
• Took ownership beyond core CS responsibilities by:
  1. Building and scaling enterprise CS processes
  2. Managing revenue governance for Top 50 accounts
  3. Creating leadership-ready QBR narratives, dashboards.

CometChat provides enterprise-grade digital communication infrastructure for in-app messaging and engagement.

• Laid the foundation for Customer Success as the first and sole CSM, reporting directly to the CRO.
• Defined customer health scores, north-star metrics, and built analytics dashboards from scratch in collaboration with product and engineering teams.
• Managed 100+ global accounts across the US, India, and other regions.
• Worked closely with product teams to influence roadmap based on customer feedback and adoption patterns.
• Owned onboarding, implementation, and go-live for customers end-to-end.
• Drove upsells, renewals, and expansions using HubSpot-driven workflows and customer insights.
• Managed escalations for high-value customers and partnered with support teams to ensure timely resolution.

Leena AI is an enterprise conversational AI platform focused on employee experience and HR automation.

• Managed large enterprise accounts including Cipla, AirAsia, Swiggy, Nestlé, PhonePe, Annalect, with a total ARR of $200K+.
• Owned account performance, product adoption, ROI tracking, and customer success planning.
• Identified and closed upsell and cross-sell opportunities in collaboration with sales.
• Acted as a trusted business advisor, aligning product capabilities with customer success metrics.
• Prevented churn through proactive engagement, renewal management, and expectation setting.

Haptik is part of Jio Platforms, acquired in a $100M transaction.

• Managed marquee enterprise clients including Reliance Jio, multiple Tata Group entities, Netmeds, Embibe, and global clients, with ARR exceeding ₹1 Cr.
• Drove chatbot performance optimization using data and insights to improve end-user experience.
• Led onboarding, adoption, and training programs for enterprise customers.
• Supported upselling, renewals, references, and case studies.
• Acted as a bridge between customers and internal teams including product, sales, and engineering.