Adventure Sports, Technology & AI, Nature & Outdoors,Travel
ROOPESH KUMAR BS
Senior AVP
Bengaluru
Summary
Built, scaled, and transformed businesses across the US market, with 19+ years in SaaS, technology, and Fortune 500 environments, including Tracxn Technologies. I lead at the intersection of Revenue, GTM, Customer Success, Strategic accounts, operations, and Investor Relations, driving cross-sell, upsell, and renewal opportunities from accounts per quarter from customer signals, retention, expansion, recurring revenue, and long-term customer value. I partner directly with C-suite executives and build scalable account-health, customer-lifecycle, and operating frameworks that connect customer intelligence to commercial growth. My focus is turning complex markets, customer signals, and operational challenges into scalable revenue growth and high-performing operating models.
Overview
4
4
Certificates
19
19
years of professional experience
Work History
Senior AVP
TRACXN TECHNOLOGIES
Bengaluru, Karnataka
10.2021 - 05.2026
- Owned US-market Revenue, Customer Success, and enterprise account strategy, driving customer retention, recurring revenue, account expansion, cross-selling, upselling, and long-term customer value.
- Led the US-shift Customer Success operating model, aligning team capacity, service delivery, KPIs, SLAs, onboarding, adoption, customer lifecycle management, renewal planning, and escalation resolution with business objectives.
- Led the evolution of scalable Customer Success strategies and operating frameworks, supporting Tracxn’s journey from startup to publicly listed company and establishing repeatable models for growth and execution.
- Built strategic C-suite relationships through executive discovery calls, demos, and business reviews, strengthening stakeholder alignment, mitigating churn, informing business decisions, and unlocking enterprise growth opportunities.
- Drove 21% quarterly revenue growth by translating customer feedback and engagement signals into conversion opportunities, increasing account value, and accelerating repeat business through cross-selling and upselling.
- Reviewed 500+ enterprise accounts quarterly, using account-health scoring, customer segmentation, renewal forecasting, churn-risk analysis, and whitespace analysis to prioritize retention and identify growth opportunities, achieving an 18% quarterly expansion opportunity rate.
- Developed 0-to-1 GTM blueprints and global scaling strategies, applying market intelligence, competitive research, and data-driven insights to identify opportunities, inform strategic decisions, accelerate market expansion, and support commercial growth.
- Applied deep knowledge of VC, PE, angel, and corporate investor ecosystems, engaging with founders, investors, and executive stakeholders to connect market intelligence, competitive positioning, business opportunities, and growth strategy.
- Partnered with Sales, Product, Research, and Data leadership to translate customer insights, market intelligence for growth initiative.
AVP - Customer Success
TRACXN TECHNOLOGIES
Bengaluru, Karnataka
10.2019 - 10.2021
- Led cross-functional US-market teams to strengthen operational excellence and customer experience across the account management lifecycle, supporting 30%+ improvement in service efficiency.
- Drove revenue growth and customer retention across US-market enterprise accounts, contributing to 18%+ revenue growth through customer expansion, renewals, and strategic account development.
- Managed strategic stakeholder relationships across Sales and Product, translating customer feedback and market signals into product enhancements and service improvements that supported 18%+ improvement in customer adoption.
- Improved customer retention by 15%+ by strengthening customer lifecycle processes, renewal visibility, engagement planning, and proactive identification of retention risks.
- Established scalable account management and Customer Success practices that strengthened the foundation for broader US-market Revenue and Customer Success ownership in the subsequent Senior AVP role.
- Leveraged customer intelligence, performance analytics, and account insights to identify service gaps, prioritize high-value opportunities, strengthen account visibility, and support revenue and retention decisions.
Client Manager, Operations - Level 6
RR DONNELLEY
Trivandrum , Kerala
07.2013 - 07.2019
- Led 158+ FTE across revenue, cost, forecasting, profitability, service delivery, workforce planning, and enterprise account management.
- Expanded operational leadership across US, UK, and international teams, owning KPI, SLA, quality, productivity, and commercial performance across complex client operations.
- Directed £18M+ in client transitions across RFP, due diligence, solution design, implementation, stabilization, and ongoing operations, ensuring commercial and service continuity.
- Delivered a £3.5M SAP onboarding program without incremental delivery cost, achieving up to 13% operational cost savings through disciplined planning, process optimization, and resource management.
- Built executive relationships through C-level reviews, commercial discussions, risk management, and strategic improvement planning, which strengthened client partnerships and supported account growth.
- Applied Lean, Six Sigma, RPA, capacity planning, and forecasting to improve operational efficiency, optimize resource utilization, strengthen service delivery, and improve commercial performance.
Associate Client Manager - Level 5
RR DONNELLEY
Trivandrum , Kerala
01.2010 - 07.2013
- Managed enterprise account relationships across portfolios, supporting retention, client satisfaction, and sustained account growth.
- Participated in monthly Operational Review Board (ORB) meetings and quarterly client reviews and renewals, presenting service performance, key issues, action plans, and improvement priorities to client stakeholders.
- Managed recurring client escalations and service issues, coordinating with operations and cross-functional teams to drive timely resolution and maintain service commitments.
- Supported the expansion of UK and international operations, coordinating teams across geographies and helping standardize service delivery, processes, and client requirements.
- Recognized multiple times for client management and service excellence, including Most Valued Client Manager recognition from UK clients and internal leadership.
Team Leader
ZENITH SOFTWARE LTD
Bengaluru, Karnataka
08.2008 - 08.2009
- Tracked 25 daily performance check-ins to reinforce coaching, accountability, and service-delivery standards.
- Led the operational launch of US-shift operations through process design and stakeholder alignment for a scalable service foundation.
- Deployed capacity planning and productivity frameworks to clear service bottlenecks and improve turnaround times through better resource allocation.
- Directed continuous improvement cycles and targeted coaching to lift individual performance and strengthen team execution.
- Managed 4 weekly candidate screens to support cross-functional recruitment for the US-shift launch.
Education
Bachelor's - Business Administration
Master of Business Administration - International Management & Human Resources
NIMS
01-2008
Skills
Revenue Operations
Customer Success Strategy & Growth
Go-to-Market (GTM) Strategy
Strategic Account Management
Executive Stakeholder Management
Investor Relations
Performance Management & KPI framework
CRM & Workflow Optimization
Process Improvement & Operational Excellence
Data-Driven Decision Making and Analytics
Forecasting & Strategic Planning
SaaS Business (Startup) & Commercial Strategy
Market sizing
Business planning
Certification
PRINCE2
Interests
Timeline
PRINCE2
11-2026
Senior AVP
TRACXN TECHNOLOGIES
10.2021 - 05.2026
AVP - Customer Success
TRACXN TECHNOLOGIES
10.2019 - 10.2021
Client Manager, Operations - Level 6
RR DONNELLEY
07.2013 - 07.2019
Associate Client Manager - Level 5
RR DONNELLEY
01.2010 - 07.2013
Team Leader
ZENITH SOFTWARE LTD
08.2008 - 08.2009
Master of Business Administration - International Management & Human Resources
NIMS