Saurabh Shah Email and Phone Number
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An accomplished Customer Success Executive, I have proven achievements in delivering scalable growth and business success through the deployment of innovative strategy, technology, and effective teams. I excel in incorporating data driven business analysis, process design, and change management to attain company goals during periods of massive growth. I have specialized expertise in start-ups and enterprise SaaS companies across multiple business sectors. I am known by others as an analytical thinker with a reputation for solving complex technology, adoption, and retention issues that enable companies to scale past start-up phase.With a proven track record of building successful, efficient, and highly productive Customer Success teams, I have been able to drive revenue and retention for Software as a Services (SaaS) industries. I am an established change agent with a keen acumen for constructing infrastructure, technologies, and teams to allow for substantial and sustainable scaling of companies. An influential leader, I also have the ability to motivate and develop cross functional teams and to foster strategic relationships with key industry partners and stakeholders to maximize outcomes.Areas of my expertise include the following:· Customer Success Strategy & Execution· Cross-functional Team Development· Renewals & Recovery Processes· Customer Success Operational Metrics· Organizational Design· Customer Journey Mapping· Merger Integrations· Team & Organizational Leadership· Scalable Framework Design· Demand Planning & Forecasting· Product Marketing & Solutions· Global Customer Success
Fulcrum
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Customer Success LeaderFulcrum Oct 2023 - PresentSan Francisco, California, Us
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Vp Of Customer SuccessStriim 2021 - Oct 2023Palo Alto, California, UsStriim helps customers move enterprise data to the cloud via migration and synchronization, enabling real-time analytics and machine learning initiative of large organizations as the move to digital.As VP of Customer Success, I orchestrated the overhaul of the Customer Success (CS) infrastructure including creating and implementing new processes and technology to improve efficiency, maximize outcomes, and facilitate scaling and growth for company. I revamped Global Customer Health, Time Tracking, Forecasting and Scheduling, and MBO driven Collateral Development. Standardized processes for onboarding, customer journey, and service packages.A couple of my notable contributions included:• I achieved 120% Net Revenue Retention (NRR) through the implementation of strategic revitalization of organization, processes, and technology.• The team was expanded by 100% and two departments were added in four months. -
Vp Solutions Consulting & Customer SuccessUsermind 2020 - 2021Seattle, Washington, UsSuccessful exit via acquisition to Qualtrics.Usermind helps customers operationalize customer journeys by connecting disparate data sources to business logic encapsulated within a journey oriented state engine. While at Usermind, I provided direction, training, and support for Presales and Customer Success teams to build cohesion between teams. I drove the transformation of Presales from an existing feature function process to a narrative-based sales process. Additionally, I controlled the Presales process through to the successful acquisition by Qualtrics.Examples of my accomplishments were as follows:• I masterminded the complete redesign of the demo experience.• I directed multiple teams in successfully navigating the impact to the business driven by COVID.• I consolidated Customer Success and Presales organization and hired domain expertise to bolster execution -
Solutions ConsultingSuplari, Inc. 2018 - 2020Seattle, Wa, UsSuccessful exit via Acquisition by Microsoft. Suplari helps customers extract value from their spend data with AI supported spend & procurement analytics. As Head of Presales at Suplari, I spearheaded the development of the infrastructure for the presales team including demo scripts, demo environments, customer specified product marketing content, business value, and return on investment (ROI) models. I executed improvements in product design and operational processes by incorporating feedback from prospects and coordinating efforts with products, engineering, and customer success teams.My greatest achievements while here were:• We realized a 70% close rate on Proof of Concept (POC).• I joined post series A and designed & built the Presales Program from the ground up• We drove product feedback from the prospect and customer base into Products• I actively supported design of Customer Success organization• We enabled new Account Execs on product positioning -
FounderKnopher Sep 2017 - Jun 2018In my role as CEO, I initiated the inception of a company designed to assist customers with data about their grocery purchases and leveraging that data to facilitate better purchasing decisions in the community. I oversaw all aspects of the business startup including business and strategic planning, partnering with stakeholders, and guiding marketing and discovery processes. Ultimately shuttered the org as the location was not a fit with the technology being built.
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Vp Customer SuccessRed E App 2017 - 2017Louisville-Jefferson County, Kentucky, UsRed e App helps companies connect with their hourly and non-white collar workforces that do not receive corporate email access. • Delivered renewal revenue for 70 accounts and $3M in ARR• Supported upsell and new business sales efforts• Managed a team of Onboarding, Customer Success, and Support specialists• Developed and standardized processes, metrics and methodologies to better execute all aspects of Customer Success but specifically aimed at large enterprise customers -
Vp Global Client Operations (Customer Success)Synthesio 2015 - 2016New York, New York, UsSynthesio is a provider of Social Media Analytics Software that crawls and consumes social media data from a multitude of global sources from blogs and forums to Twitter and Facebook to provide company specific analytics.In this position, I led the redesign of the company from a monolithic Customer Success organization to one specializing in scaling. I drove the creation of new sub-organizations including Support, Onboarding/Technical Configuration, Advisory, and Global Best Practices across global locations in New York, London, Paris, and Singapore. I championed the vision for Customer Success organization to address employee morale issues and maximized operational efficiency through the implementation of novel processes to support scale.A couple of my contributions included:• We achieved 90% Gross Revenue Retention (GRR) by facilitating growth and scalability of company on ARR of $4M• I delivered new methodologies to improve onboarding efficiency, drive adoption, increase retention.• Deployed processes to support scale and improve organizational efficiency: Global Account Management Status, Deal Desk, Time Tracking, Forecasting and Scheduling, MBO driven Collateral Development, Onboarding Methodology, Customer Journey, & Standardized Services Packages -
Vice President Success ManagementApptio 2012 - 2015Bellevue, Wa, UsSuccessful exit to IPO then acquisition by Vista Equity PartnersApptio's Technology Business Management (TBM) applications provide revolutionary automation and analytics in cost transparency, showback/chargeback, planning and performance management required for IT to run like a business. In my last role at Apptio, I devised and deployed a Customer Success Management strategy to boost the adoption and growth in the rate of customers that installed and renewed Apptio and TBM Methodology. I executed the creation of three organizations across Expert Services, Customer Success Management, and Advisory Serves that focused on fostering the adoption and renewal of Apptio products.Some noteworthy contributions included:• We achieved 90% GRR on $50M+ annual renewals revenue.• I established $2M yearly recurring services business in less than two years.• We attained a 90% save rate on Red Accounts. -
Sr. Director Pre & Post Sales EmeaApptio 2011 - 2012Bellevue, Wa, UsIn my role as Senior Director of Presales and Professional Services EMEA, I led the creation of EMEA Professional Services and Presales in London, England. I built an organization of 10 staff members including two directors. The sales process was revitalized and collateral was established to align to European needs. I directed all new sales, onboarding activities, and customer expansion activities either personally or through training for new team members.One of my greatest achievements was:• I enabled $2M+ revenue target in the first 18 months with the strategic expansion of the team.
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Director Solution Architectures (Pre Sales)Apptio 2008 - 2011Bellevue, Wa, UsI masterminded the establishment of the east coast presales team and devised presales specific to financial services. I trained and developed all team members and masterminded 100% of East Coast and EMEA deal volume for the first 18 months of the company.Some accomplishments included the following:• I was recognized as 2009 MVP of Year and Presidents Club for several years.• I personally attracted first $3M+ deal to the company and first $1M+ banking deal closed without a proof of concept.
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Director Global Practices BsaHp Software (Acquired Opsware) 2007 - 2008Houston, Texas, UsI directed a team of architects in the creation of software packages, best practices, and internal training to facilitate the success of a professional services practice. I established and structured offshore factory development processes for custom developed customer content to generate new recurring revenue opportunities.• Company Employee of the Year 2007 -
Principal ConsultantOpsware 2005 - 2007UsSuccessful Exit, Acquired by HP• Lead the creation and management of the Advanced Services Group which was responsible for pre-sales ROI, Business Case Development, and post sales Process Redesign and Organizational redesign services• Responsible for development of methodology for ROI and Business Case development• Developed the services partner channel, resulting in the successful integration of four partner communities• Successfully maintained the relationships and managed the implementations at every East Region customer in the initial stages of Opsware sales• Successfully recruited and developed consultants to build out the initial Professional Services organization
Saurabh Shah Skills
Saurabh Shah Education Details
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The Johns Hopkins UniversityElectrical Engineering -
Paramus High School
Frequently Asked Questions about Saurabh Shah
What company does Saurabh Shah work for?
Saurabh Shah works for Fulcrum
What is Saurabh Shah's role at the current company?
Saurabh Shah's current role is Customer Success Leader | Recognized success scaling organizations through driving implementation of innovative Customer Success Strategies..
What is Saurabh Shah's email address?
Saurabh Shah's email address is sh****@****tio.com
What is Saurabh Shah's direct phone number?
Saurabh Shah's direct phone number is +164676*****
What schools did Saurabh Shah attend?
Saurabh Shah attended The Johns Hopkins University, Paramus High School.
What skills is Saurabh Shah known for?
Saurabh Shah has skills like Enterprise Software, Saas, Professional Services, Cloud Computing, Business Intelligence, Pre Sales, It Strategy, Solution Architecture, It Service Management, Software As A Service, Enterprise Architecture, Software Development.
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