Harry Sood

November 2021 – Present

• Own the post-sales success of enterprise and mid-market SaaS customers, serving as a trusted advisor across onboarding, adoption, value realization, renewals, and long-term customer engagement.
• Manage a portfolio of enterprise customers representing approximately $500K in Annual Recurring Revenue (ARR), partnering with Sales and Account Managers to drive retention, expansion, and long-term customer success.
• Develop and execute customer success plans aligned with business objectives and stakeholder KPIs, partnering with executive sponsors to maximize product adoption and business impact.
• Lead Executive and Quarterly Business Reviews (EBRs/QBRs), presenting customer health, adoption metrics, ROI, strategic recommendations, and success roadmaps to senior business stakeholders.
• Designed and implemented a value realization framework that quantified customer use cases in measurable business and financial terms. The framework was adopted by the Product Marketing team to demonstrate ROI, strengthen customer value narratives, and support retention initiatives.
• Built strong relationships with executive sponsors and cross-functional stakeholders, aligning platform capabilities with strategic business goals to enhance customer engagement and product loyalty.
• Proactively monitor customer health, adoption trends, and usage metrics to identify risks early, implementing targeted success strategies that reduced end-user drop-off by 30%.
• Maintain 98%+ Customer Satisfaction (CSAT) and an average 9/10 Net Promoter Score (NPS) by delivering exceptional customer experiences and measurable business outcomes.
• Partnered closely with Account Managers to identify upsell and cross-sell opportunities, facilitating commercial conversations that broadened customer value and increased platform adoption.
• Leverage technical expertise in JavaScript, CSS, SQL, REST APIs, Identity & Access Management (IAM), troubleshooting, and custom integrations to design scalable digital adoption solutions and translate technical capabilities into business value.
• Successfully implemented and supported enterprise integrations with Salesforce (SFDC), SharePoint, and Confluence, improving workflow automation, knowledge accessibility, and user adoption across customer environments.
• Collaborate cross-functionally with Product, Engineering, Support, and Sales teams to resolve complex customer challenges, advocate for customer needs, influence product enhancements, and drive successful customer outcomes.
• Conducted detailed business process analysis to identify customer pain points and developed tailored digital adoption strategies, resulting in three recognized use cases published internally as best practices for organizational knowledge sharing.