Srinivasan (Srini) G.

Senior Director, Customer Experience

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Berlin, Germany

Experience

Apr 2023 - Present
2 years 9 months
Berlin, 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 month
Berlin, 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 months
Chennai, 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 months
Chennai, 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
Native
English
Advanced
Hindi
Advanced
German
Intermediate

Education

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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