Leelasagar Kummara
Bangalore
Summary
Seasoned Customer Success Manager with 10+ years of experience, I drive onboarding, adoption, renewals, and expansion for enterprise accounts, leveraging Salesforce and Tableau to maximize value. Expertise in Rubrik security products, cloud workloads (AWS), and building strong relationships with stakeholders to align with customer goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Rubrik - Don't Backup Move Forward!
Bengaluru, India
12.2022 - Current
- Oversee 150+ mid-market and enterprise accounts worth $1.5M to $2M, managing post-sale activities such as onboarding, adoption, renewals, and expansion. Tailor customer journeys to ensure smooth transitions, immediate value, and alignment with customer goals, achieving a 100% NPS over the last two years.
- Advocate for customers by leveraging deep expertise in Rubrik security products, sensitive data management, ransomware detection, VM configuration, and cloud workloads, including AWS. Ensure maximum value by focusing on adoption, and using data-driven insights through Salesforce and Tableau.
- Cultivate strong relationships with key stakeholders and decision-makers to align delivery priorities with customer goals, while driving renewals through effective collaboration with vendors and customers, ensuring accurate sizing, and identifying growth opportunities.
- Lead the Cloud Vault Adoption and Retention campaign, driving increased usage and reducing churn by enhancing product usability, identifying key drivers, and proactively mitigating churn risks to ensure long-term customer retention.
- Develop and present business reviews to leadership, conducting bi-weekly sessions to discuss team performance, account-level inactivity, and pending requests.
- Lead onboarding for new hires, covering product/process training and mock meetings to ensure readiness and alignment with customer success objectives.
- Collaborate proactively with cross-functional teams, Support, Product Management, and Engineering, to address customer escalations, advocate for feature enhancements, Facilitate feedback loops to align product development with customer needs and improve service delivery.
Customer Success Manager (UK and NA Markets)
Nuance India Private Limited
Bangalore, Karnataka
04.2018 - 12.2022
- Managed end-to-end customer lifecycle, including license management, utilization, ROI analysis, adoption, and renewal negotiations, ensuring consistent account health.
- Oversaw a portfolio of 41 accounts (16 in the UK and 25 in the US), with a book of business (BOB) value of $6M, maintaining a churn rate of less than 5%.
- Led customer onboarding by coordinating with internal teams, including sales, technical trainers, and project managers, to implement Nuance products in mid- to large-sized hospitals across North America and the UK.
- Conducted monthly virtual meetings and quarterly business reviews to track account trends using customized dashboards, and developed actionable insights to improve consumption and performance.
- Created strategic business outcomes by analyzing customer portfolios and providing expert recommendations to drive upsell and cross-sell opportunities for Nuance products.
- Fostered customer engagement by encouraging feedback through NPS and SurveyMonkey, leveraging insights to enhance service delivery.
- Maintained regular interactions with clients to assess satisfaction, address concerns, and successfully secure contract renewals.
Customer Success Manager
Cisco Systems India & Infosys
Bangalore, Karnataka
12.2016 - 03.2018
- Worked on a $5 million project in FY 2017-18, migrating users from WebEx to Spark and ensuring a smooth transition.
- Hosted virtual meetings for customer onboarding, training, and configuring site options for WebEx and Spark.
- Developed and implemented performance improvement strategies by leveraging customer usage analytics to drive consumption, upsell, and cross-sell opportunities.
- Acted as a liaison between cross-functional teams to ensure customer needs were addressed promptly and effectively.
- Maintained regular interactions with clients to assess satisfaction, address objections, and secure contract renewals.
Service Support Representative
Unisys Global Services
Bengaluru, KA
05.2015 - 12.2016
- Provided inbound technical support for enterprise and VIP employees, resolving a wide range of technical issues across multiple systems and applications for end-users in various time zones.
- Assessed the complexity of technical tickets and escalated advanced issues to the Tier 3 team for resolution.
- Dispatched field service technicians to address issues requiring in-person technical assistance.
Technical Support Executive
Infinite Computer Solutions
Bangalore, Karnataka
08.2014 - 03.2015
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Managed high volumes of call flow, overseeing troubleshooting, technical issue resolution, and consulting services to upgrade technology infrastructure.
Education
Bachelor of Technology - Computer Science
C.V. COLLEGE Of ENGINEERING
Tirupathi, Andhra Pradesh04-2012
Skills
- Cloud Basics (AWS, Azure)
- Data backup and security
- Cybersecurity
- Tableau, Salesforce, Reporting
- Networking
- Implementation and Project Management
- Retention Specialist
- Renewals and Contract Management
- Process Champion: Adoption
- Upsell
- Quarterly/Annual Business Review
- CRM (Salesforce, ServiceNow)
- Net Promoter Score (Customer Surveys)
- Rubrik Security Cloud (RSC)
Certification
- Ultimate AWS Certified Cloud Practitioner (Udemy)
- Rubrik Certified System Administrator (RCSA) Till 2026
Accomplishments
- Spot Award for Outstanding Performance in Q2.
- Awarded Nuance star of the month For January 2019.
Languages
English
First Language
Hindi
Advanced (C1)
C1
Telugu
Proficient (C2)
C2
Kannada
Advanced (C1)
C1
Timeline
Customer Success Manager
Rubrik - Don't Backup Move Forward!
12.2022 - Current
Customer Success Manager (UK and NA Markets)
Nuance India Private Limited
04.2018 - 12.2022
Customer Success Manager
Cisco Systems India & Infosys
12.2016 - 03.2018
Service Support Representative
Unisys Global Services
05.2015 - 12.2016
Technical Support Executive
Infinite Computer Solutions
08.2014 - 03.2015
Bachelor of Technology - Computer Science
C.V. COLLEGE Of ENGINEERING
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