Prashant Ramani
Customer Success & Growth Leader | SaaS | AI Products | GTM Strategy
Ahmedabad
Summary
Strategic and client-focused business leader with 9+ years of experience spanning SaaS, AI products, customer success, and business development across India, UAE, and US markets. Proven success in building long-term client relationships, driving recurring growth, and aligning customer insight with product innovation. Strong track record in managing global teams, GTM execution, and customer transformation initiatives.
Overview
9
9
years of professional experience
Work History
Chief Customer Officer
Swirl
05.2025 - Current
- Company Overview: SaaS company focused on video commerce, now transitioning into AI-driven solutions
- Led strategic relationships with enterprise clients including Al-Futtaim Group (UAE) and Vivo Mobile (India), securing multi-year contract renewals.
- Generated over $200K in annual recurring revenue (ARR) through successful account management and upselling.
- Managed and mentored the Customer Success (CS) team to drive client satisfaction and retention.
- Partnered with C-level executives across global clients to ensure long-term commitment and strategic alignment.
- Spearheaded go-to-market (GTM) strategy for a new AI-driven video product across UAE and US markets.
- Actively engaged with new and existing clients in target regions to drive adoption and feedback.
- Worked as a customer-facing Solutions Architect to gather field insights and shape the AI product roadmap, collaborating closely with engineering and business teams.
- SaaS company focused on video commerce, now transitioning into AI-driven solutions
Head of Global Customer Success
Swirl
03.2024 - 05.2025
- Directed global CS operations across multiple markets, establishing scalable playbooks and best practices.
- Designed and implemented a success metrics framework to enhance client satisfaction and improve NPS.
- Collaborated with cross-functional teams to align product offerings with customer needs.
- Introduced proactive retention strategies resulting in reduced churn and increased client lifetime value.
- SaaS company focused on video commerce, now transitioning into AI-driven solutions
Customer Success Lead
Swirl
04.2023 - 03.2024
- Acted as a bridge between clients and internal product teams, advocating customer feedback into actionable insights.
- Developed customer onboarding workflows and lifecycle journeys that improved adoption and time-to-value.
- Conducted QBRs and success reviews, contributing to client upsell and cross-sell opportunities.
- SaaS company focused on video commerce, now transitioning into AI-driven solutions
Customer Success Specialist
Swirl
03.2022 - 04.2023
- Supported onboarding and engagement of new clients while maintaining satisfaction among existing accounts.
- Contributed to product development by gathering and synthesizing customer feedback.
- Addressed client issues with efficiency, improving CSAT scores and reducing resolution time.
- Utilized teamwork and problem-solving skills to collaborate internally and externally for service excellence.
- SaaS company focused on video commerce, now transitioning into AI-driven solutions
Business Head
S. Prakash
04.2017 - 03.2022
- Company Overview: Textile manufacturing company serving regional wholesale markets
- Led company’s business expansion across Indian markets, especially North India, focusing on client acquisition and long-term growth.
- Worked with clients to co-create textile designs suited to local market trends.
- Managed end-to-end production and sales lifecycle — from concept to manufacturing to distribution.
- Built and nurtured client relationships that resulted in sustained revenue streams.
- Streamlined supply chain coordination with internal teams to align production with demand.
- Textile manufacturing company serving regional wholesale markets
MBA Summer Intern – Sales
IFB Shipping (India) Pvt. Ltd.
04.2016 - 05.2016
- Company Overview: Freight forwarding and logistics company
- Built a target account list of exporters in the Mumbai region and initiated outreach efforts.
- Scheduled high-quality sales meetings on behalf of the business development team.
- Contributed to pipeline development through lead research and qualification.
- Freight forwarding and logistics company
Education
MBA - International Business – Marketing
Symbiosis Institute of International Business (SIIB)
Pune, India 01.2015 - 1 2017
Bachelor of Commerce (B.Com) -
Ahmedabad University
Ahmedabad, India 01.2012 - 1 2015
Skills
- Client Relationship Management
- Leadership & Team Management
- Communication
- Negotiation & Persuasion
- Skilled in data management using Google Sheets
- Customer success management
- GTM planning expertise
- Client-focused solutions architecture
Tools
- ChatGpt
- Eleven labs
- Lovable
- Notion
- Miro
- Google Sheets
- MS Office
Industry & Domain Knowledge
- SaaS (Software-as-a-Service)
- AI Products & Video Commerce
- E-commerce
- B2B Sales & Customer Success
- Go-To-Market (GTM) Strategy
- International Business Strategy (India, UAE, US)
- Client-Facing Solutions Architecture
Timeline
Chief Customer Officer
Swirl
05.2025 - Current
Head of Global Customer Success
Swirl
03.2024 - 05.2025
Customer Success Lead
Swirl
04.2023 - 03.2024
Customer Success Specialist
Swirl
03.2022 - 04.2023
Business Head
S. Prakash
04.2017 - 03.2022
MBA Summer Intern – Sales
IFB Shipping (India) Pvt. Ltd.
04.2016 - 05.2016
MBA - International Business – Marketing
Symbiosis Institute of International Business (SIIB)
01.2015 - 1 2017
Bachelor of Commerce (B.Com) -
Ahmedabad University
01.2012 - 1 2015
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