Sucheta
She / Her
Sr. Director of Customer Success
Years of Experience
3 to 5
Hourly Rate
$100-$125
Arrangement
Fractional or Direct Hire
State/Region
California
LinkedIn
Missions of Interest
Affected by Layoffs
Opsera
Affected by Layoffs
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Meet
Sucheta
Chhabra
,
Sr. Director of Customer Success
from
California
Sucheta Chhabra (Contact:suchetasaxena@gmail.com , 408-480-0790) Who am I I have over 18 Years of experience in Enterprise B2B Software — Data Integration, Big Data, and DevOps. I have seen the industry from the perspectives of proprietary software and OSS. Over the last ten years, I have focused on building and growing "customer-focused" teams to enable a smooth post-sales journey. People Management Experience I have 10+ years of management experience. More than 5+ years of leading other leaders across Engineering, Customer Success Management, Customer Solutions, Training. Over 10 years of experience supporting Enterprise clients with PaaS/SaaS solutions. Managed and hired globally distributed teams - Technical Managers, Technical Architects, Engineers/Developers, Manage Executive stakeholders, Escalation management. Tech Experience Data Integration/Warehousing, Big Data stack, DevOps, DevSecOps(Security), CI/CD - SDLC and Salesforce, Multi-Cloud Migration/Implementation - AWS, GCP, AWS IT Service Management,Customer Service and IT Operations Management Tools - Salesforce CRM - Sales and Service Desk, Zendesk, Churnzero, Gainsight Sr. Director Customer Solutions - Opsera.io (Current) Reports to the CEO. Responsible for post-sales customer solutions, customer success, and support. Manage a global team of Customer implementation team responsible for delivering best practices and design around DevOps, DevSecOps, CI/CD for SDLC and IT Apps Drive successful performance against established goals and KPIs (SLA, SLO, SLI, retention, expansion, adoption, CSAT, NPS and overall customer health) Support the development of key customer technical implementation, participate in customer meetings and assist with any needed escalations Lead extended sales teams on strategy, offerings, and selling solution packages Create a headcount model and budget to allow growth and scale in services and support. Co-Founder - Stealth (October 2020 - June 2021) Redefine DevOps collaboration Director of Customer Solutions/Success WW - Armory.io, joined as 25th employee (May 2019 - July 2021) Goals/KPIs Built a Customer Success Team to help customers in their post-sales journey — TAMs, CSMs, Support, and Professional Services/Customer Solutions Reduced Churn and Improve Net Retention Revenue Metrics-driven Customer Journey Flywheel- Onboarding, Adoption/Growth, Renewal Defined the processes around Support, Professional Services packages, and Training with department-level OKRs/KPIs Achievements Customer Success Built a global team of 25 engineers from the ground up to drive Customer Success, Professional Services, and Customer Support Lead Technical Account Managers, Customer Success Managers, Training Engineers, and Solution Architects. Contributed to successful Series C Metrics — zero churns and NRR in line with the world-class "Enterprise software" companies - 160% Established customer engagement programs driving NPS to 75 Defined model for customer engagement based on the annual recurring revenue Defined Support model based on response time SLAs and priority Defined Professional Services engagement model and the scope of the packages - Jumpstart, Users and Administrator. Product Management Define the onboarding experience for Armory SaaS Product Refine product roadmap based on customer feedback. Sr Manager Customer Solutions/Success - Cloudera, Palo Alto (August 2017 - April 2019) Responsible for US West Strategic Customer Accounts post-land, including customer onboarding, adoption, renewals, and operations, driving 95% Gross Retention and 120% Net Retention. Managed a team of Technical account managers and solution engineers to support the existing customer base. Played a principal and trusted advisor role with C-level stakeholders. Manager-Advanced Customer Engineering - Informatica (August 2005 - August 2017) Lead the Advanced Customer Engineering Team for Informatica Big Data Management product stack – Intelligent Data Lake, Streaming and Enterprise Information Catalog. Product Manager - Hewlett-Packard September 2004 - November 2005 Responsible for defining strategy for HP's Supply Chain Data warehouse. Senior Engineer - IBM September 2003 - September 2004
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