Srinivasan (Srini) G.
Senior Director, Customer Experience
Experience
Apr 2023 - Present
2 years 8 monthsBerlin, Germany
Senior Director, Customer Experience
- Architected and scaled the global professional services and presales organization from the ground up, taking full P&L ownership to drive customer onboarding, delivery, and expansion.
- Built and empowered high impact teams.
- Automated delivery and efficiency of internal tools and processes using AI and established structured customer advocacy programs.
- Established strategic framework for tracking and improving key metrics: revenue (recurring and one-time), profitability, onboarding churn and net retention, CSAT, LTV, TTV, eNPS, and created robust reference account networks.
Apr 2020 - Apr 2023
3 years 1 monthBerlin, Germany
Director, Customer Experience
- Led European services sales and delivery strategy with full P&L ownership.
- Pioneered the European customer onboarding and professional services division, building and scaling the function from zero to a multi-million euro P&L.
- Focused on accelerating renewals, upsell/cross-sell, and reinforcing operational rigor through stakeholder governance.
- Scaled to and delivered multi-million euro revenue, improved renewals, upsell rates, retention, time to value, eNPS, and consistently elevated CSAT and engagement.
Aug 2007 - Mar 2020
12 years 8 monthsChennai, India
Global Program Director
- Directed global digital and cloud transition transformation of €20M ACV across geographies and vendors, orchestrating large-scale infrastructure and application migrations, decommissions, and full data center exits.
- Led a team of over 200 members responsible for architecture, solutioning, procurement, infrastructure, security, and 24x7 operations.
- Drove organization-wide automation and compliance (ISO, SOC2), achieving successful audit outcomes and supporting RFPs and governance for major contracts.
- Managed transformation milestones, cost savings, infrastructure availability, operational SLAs, and employee Net Promoter Score.
Aug 2004 - Oct 2007
3 years 3 monthsChennai, India
Tivoli Administrator
IBM
- Managed and scaled IT infrastructure for internal and external clients using IBM Tivoli stacks, improving monitoring and automation.
- Innovated processes and tools and drove continuous service improvement.
Summary
Strategic technology executive and P&L owner with 21 years' experience specializing in founding and scaling SaaS customer experience and professional services organizations. Renowned for architecting the entire pre- and post-sale customer journey from presales to implementation and long-term success. Proven success in taking CX functions from inception to multi-million euro revenue streams at high-growth companies like Pleo (Fintech) and Freshworks.
- Leadership, Team Mentorship & Strategic Account Management
- Customer Experience (Solutions, Services Sales, Delivery & Success)
- Services Delivery & Transformation (SaaS, PaaS, IaaS)
- Results-Driven Change, Customer Advocacy Programs
- Process Automation & Compliance
Languages
Tamil
NativeEnglish
AdvancedHindi
AdvancedGerman
IntermediateEducation
University of Madras
Masters · Computer Applications · Chennai, India
University of Madras
Bachelors · Physics · Chennai, India
Certifications & licenses
Pmp
Ibm Certified Deployment Professional
Itil V2 Foundation
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