Basappa Sagar K S
Bengaluru
Summary
Result oriented Customer Success professional with 10 years of experience across the Americas, EMEA regions. Proven expertise in driving customer value, managing stakeholder relationships, and delivering measurable FinOps outcomes. Strong background in Cloud Cost Optimization, Business Reviews, and Partner Management, with demonstrated success in improving retention, expanding accounts, and aligning cloud financial strategies with business goals. Previously managed command center operations for a UKI based retail client, ensuring operational excellence and customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager (Americas)
IBM
09.2023 - Current
- Customer Value Delivery – Drove adoption of Cloudability features such as Business Mapping, Rightsizing, Anomaly Detection, and Showback to help customers achieve measurable FinOps outcomes including cost optimization, accurate allocation, and improved forecasting.
- Stakeholder Engagement – Acted as the primary point of contact for Finance, Procurement, and Engineering leaders to align FinOps practices with business goals, ensuring executive visibility and advocacy.
- Business Reviews and Insights – Led regular Executive Business Reviews and Monthly Business Reviews to present cost trends, savings opportunities, and realized ROI, directly influencing renewals and expansion.
- Retention and Growth Metrics – Owned key metrics including Net Revenue Retention, Gross Renewal Rate, and Product Adoption Scores, contributing to reduced churn risk and increased expansion revenue.
- Cross functional Collaboration – Partnered with Product and Support teams to escalate critical cases, gather customer feedback, and influence roadmap priorities to enhance customer satisfaction measured through CSAT and NPS.
Lead - ISV Partnerships: Freshworks (EU-UK)
Freshworks
04.2021 - 09.2023
- Managing the Europe and UKI ISV Partner Marketing & Sales – 360 degree (Sales + Marketing)
- Collaborating with cross-functional teams, including sales, product marketing, and channel teams, to align partner marketing efforts with overall business objectives
- Build partnerships collaterals for promotions
- Onboarding ISV partners, enabling, planning GTM strategies
- Build and maintaining strong relationships with key partners, including strategic planning and joint campaign execution
- Generating leads, opportunities & pipeline through co-sell & co-marketing activities
- Plan & execute co-marketing campaigns with partners for demand generation focused on key verticals
- Interact and Onboard existing customers on the marketplace – Expansion strategy
- Measured on – GTM campaigns organized, Lead & Pipeline
- Products: Freshworks Customer Experience & Employee experience solutions – Omnichannel Helpdesk, Contact Center, IT Service Management solutions
Alliance Manager: TCS – AppDynamics relationship
Tata Consultancy Services Ltd
Bangalore
04.2019 - 04.2021
- Build relationship with alliance partners and develop business globally
- Review and analyse contracts & financial justification for alliance.
- Organize & Conduct enablement events to the customers on partner solutions
- STP to final sign off - inside sales
- Designing marketing initiatives, campaigns, and webinars
- Forecasting the yearly revenue target and strategies to achieve
- Monitor, analyse product performance and planning course of action
- Measured on – Influenced revenue, Pipeline, Leads generated
- Products: AppDynamics- Application Performance Manager
Systems Engineer – Command Centre Operations (Waitrose, John-Lewis Partnership, UK)
Tata Consultancy Services Ltd
Chennai
03.2015 - 06.2017
- Liaison between tech support teams and customers
- Managing applications for e-commerce retail websites
- Order flow management and analysing issues affecting E-commerce Service Delivery
- Hands on experience:
- ITSM tool: ServiceNow
- Project management tools: Jira, Confluence
- Application perf management tools: AppDynamics, Omniture, Google Analytics
- Measured on – Customer queries & critical incidents resolved
Education
PGDM - Systems and Marketing
SDM Institute for Management Development
03.2019
B.E. - Electronics and Communications
Maharaja Institute of Technology, VTU
06.2014
PUC (PCME) -
Marimallappa’s PU College, Karnataka Pre-University Board
04.2010
SSLC -
Rotary West School
04.2008
Skills
- Customer Success Management
- Customer Lifecycle Management
- Partner relationship management
- Partnership co-sell
- GTM strategies
- Inside sales
- Sales enablement
- MS Word
- MS Excel
- MS PowerPoint
Certification
- Cisco Sales Certification
- Fundamentals of AWS cloud
- Advanced Embedded System - ISO certified
Achievements And Awards
- Received Spot Award at IBM for successfully turning around customer sentiment and driving an increased ACV renewal.
- Awarded star of the month in TCS twice in a row for successfully managing peak seasonal performance of the website and analyzing the customer order processes and peak data for improvements.
- Awarded with 'Rookie of the year' in Freshworks for the exceptional performance in ISV Partnership team.
Personal Information
Date of Birth: 05/05/92
Extracurricular Activities
A budding singer using YouTube as a channel.
Hobbies and Interests
- Carnatic music
- Novels
- Volleyball
Projects
Frequency Measurement System through microcontroller, L&T (E&A), Mysore, B.E. Marketing Research on 'Inclination of Tier-2 city towards Ayurvedic products', MBA
Management Internship
Tata Consultancy Services Ltd, Bangalore, Digital Marketing Intern, 04/18, 05/18, Increase the reach of TCS flagship events among the student community (CodeVita, EnginX)., Enhanced the brand image in Focused and Organic way., Effective usage of Content Marketing in enhancing brand loyalty through Campus Commune.
Areas Of Specialization
- Customer Success
- Alliance Management
Timeline
Customer Success Manager (Americas)
IBM
09.2023 - Current
Lead - ISV Partnerships: Freshworks (EU-UK)
Freshworks
04.2021 - 09.2023
Alliance Manager: TCS – AppDynamics relationship
Tata Consultancy Services Ltd
04.2019 - 04.2021
Systems Engineer – Command Centre Operations (Waitrose, John-Lewis Partnership, UK)
Tata Consultancy Services Ltd
03.2015 - 06.2017
PGDM - Systems and Marketing
SDM Institute for Management Development
B.E. - Electronics and Communications
Maharaja Institute of Technology, VTU
PUC (PCME) -
Marimallappa’s PU College, Karnataka Pre-University Board
SSLC -
Rotary West School
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