MOORTHY ADITYA SAI
Lead Customer Success Manager
Bengaluru,KA
Summary
Customer Success leader with experience scaling a global SaaS service model, leading CSM / TAM teams, developing talent, and driving retention and expansion. Combines customer-facing delivery with technical value realization, executive alignment, analytics, and operational discipline.
Overview
4
4
Certifications
14
14
years of professional experience
Work History
Premier CSM Team Lead
Apptio (IBM)
07.2024 - Current
- Team leadership: Lead the Premier CSM / TAM team supporting 32 high-ACV customers across the Americas, with a portfolio ARR of $20M; align technical engagement, account strategy, and value realization to customer and business priorities.
- Business outcomes: Consistently deliver 92.6% GRR and 110% NRR through disciplined renewal governance, executive alignment, proactive customer health reviews, and early risk mitigation.
- Knowledge management: Help standardize customer success stories and guidance so teams can find, reuse, review, and maintain examples of customer value across SharePoint and Seismic.
- Premier Success Playbook: Created the Premier Success Playbook, which has become an instrumental resource for training and onboarding new Premier CSMs.
- AI Adoption: Led the AI Adoption Squad in collaboration with the Global Practice team to identify and implement AI tools, develop AI prompts, and drive practical AI use cases for the Customer Success organization, achieving 85% team adoption of IBM Bob & Prism.
Tier 4 Team Lead
Apptio (IBM)
07.2022 - 07.2024
- Operating-model design: Designed and implemented a scalable Tier 4 CSM model to standardize customer experience, service levels, and engagement while supporting a growing customer base; model scope: 70 accounts across Americas, EMEA and APAC regions.
- Strategic execution: Drive cross-functional initiatives spanning the Americas CSM Dashboard, Tier 4 Risk Review, IT SUM Review refresh, Gainsight Copilot testing, ACE Digital Onboarding, and CSM Analytics enablement.
- Cross-functional leadership: Partnered with regional CS leadership, Account Managers, Education, and global practice teams to surface challenges, incorporate feedback, and continuously improve the model.
- Service capability: Built team readiness for complex customer requests sich as the Model Review & Insight Hunting service which helps identify potential adoption and expansion opportunities. Delivered 100 new use cases with a potential saving of $50M for apptio customers.
- Cross-functional leadership: Partnered with regional CS leadership, account managers, education, global practice teams to address challenges, incorporate feedback, and enhance model effectiveness.
Premier Customer Success Manager
Apptio (IBM)
01.2021 - 07.2022
- Portfolio ownership: Managed 45+ accounts across US and EMEA representing more than $8M ARR; owned success planning, customer relationships, adoption, account health, and renewal readiness.
- Analytics and value delivery: Managed and improved Model Review and Insight Hunting services, supporting 100+ value decks used by CSMs and Account Managers to strengthen renewal and expansion conversations.
- Adoption and enablement: Educated customers on product-utilization best practices, identified adoption gaps, and translated usage insights into practical recommendations to help customers realize more value.
- Customer advocacy: Consistently exceeded expected customer NPS targets by proactively identifying customer concerns, coordinating resolutions, and maintaining a customer-first engagement approach.
- Value storytelling: Created tailored customer success plans, success stories, and testimonials to help customer-facing teams articulate delivered value and support renewal and expansion discussions.
Product Analyst
ReportGarden Technologies
09.2019 - 12.2020
- Conducted market research to inform roadmap priorities and translated customer and market feedback into actionable recommendations for product development.
- Evaluated enhancement requests from Sales and Customer Success based on customer needs, business impact, and engineering capacity to prioritize development efforts.
- Conceptualized Call Tracking & Invoicing 2.0, secured C-level approval, and developed training materials and user guides for budgeting functionality.
Sales Executive
ReportGarden Technologies
09.2018 - 09.2019
- Commercial impact: Converted 150+ accounts representing approximately $250K ARR, consistently delivered over 40% of monthly team target, and closed $36K deals among the company’s largest at the time.
- Collaborated with marketing, BDR, customer operations, product, engineering, and customer success to identify customer needs and drive actionable improvements.
- Negotiated SaaS contracts with prospects using consultative discovery and solution mapping.
- Coordinated product demos showcasing automated marketing reports and client-facing analytics workflows.
Senior Marketing Executive
RBC Worldwide
Hyderabad
07.2016 - 09.2018
- Account leadership: Managed three of agency’s largest accounts as primary liaison among client marketing teams, creative teams, and external vendors.
- Campaign and revenue impact: Led integrated campaigns across print, outdoor, TV, web, and social; drove account growth contributing to nearly 20% of agency revenue in 2017.
- Strengthened client relationships through responsive communication and tailored service delivery.
- Oversaw cross-functional collaboration to resolve complex operational and stakeholder issues.
Marketing Executive
Saaransh Media Solutions
07.2012 - 04.2013
- Coordinated event logistics including budgets, vendor sourcing, bookings, contracts, client communications, and marketing content to ensure successful execution.
- Developed integrated marketing plans across digital, print, and event channels to support brand visibility.
Education
MBA - Marketing
Alliance University
Bengaluru01-2015
B.Tech - Computer Science Engineering
Muffakham Jah College of Engineering and Technology
Hyderabad01-2012
Skills
Customer success leadership
GRR / NRR and Renewal Strategy
Executive Stakeholder Alignment
Customer Health & Risk Reviews
Customer Advocacy
Technical value delivery
Coaching and development
Team Coaching & Career Development
Certification
Apptio Certified Practitioner
Timeline
Premier CSM Team Lead
Apptio (IBM)
07.2024 - Current
Tier 4 Team Lead
Apptio (IBM)
07.2022 - 07.2024
Premier Customer Success Manager
Apptio (IBM)
01.2021 - 07.2022
Product Analyst
ReportGarden Technologies
09.2019 - 12.2020
Sales Executive
ReportGarden Technologies
09.2018 - 09.2019
Senior Marketing Executive
RBC Worldwide
07.2016 - 09.2018
Marketing Executive
Saaransh Media Solutions
07.2012 - 04.2013
B.Tech - Computer Science Engineering
Muffakham Jah College of Engineering and Technology
MBA - Marketing
Alliance University