Pulkit Sethi

Pidge

Mar 2026 - Present • Current

Revenue-focused Customer Success leader with a strong track record of building and scaling growth functions across Customer Success, RevOps, and SDR-led demand generation. Hired to drive growth, currently owning revenue intelligence, funnel performance, and post-sales value realization. Built and scaled the SDR function from scratch, managing junior teams and delivering 160 MQLs, 110 SQLs, and 30% SAL conversion, with an ARPU of ₹1.7 Cr per potential client. Leads product solutioning and enterprise customization, translating customer feedback and market demand into actionable product roadmaps and upsell opportunities. Drives AOP/QOP planning with 70–80% forecast accuracy, enabling predictable revenue outcomes across Sales, CS, Marketing, Operations, and Product. Identified and eliminated revenue leakage by decoupling ops-heavy workloads from Business Development, improving SAL conversion by 13%. Redesigned the Hypercare and onboarding model, transitioning customer ownership to Customer Success from Day 1,reducing sales dependency and accelerating time-to-value. Established disciplined CRM-led revenue governance using LeadSquared, ensuring end-to-end visibility, accurate reporting, and scalable growth execution.

Click Post

Sep 2021 - Feb 2026 • 4.4 yrs

Founding Customer Success leader who built the CS function at ClickPost from the ground up, scaling the team to 15 Customer Success Managers and embedding a customer-first operating model across a fast-growing logistics SaaS platform. Played a pivotal role in scaling MRR from ₹9 Cr to ₹45 Cr over 4.5 years, while driving product feature adoption from 20% to 65% through structured onboarding, success playbooks, and value-led adoption programs. Led strategic enterprise outcomes for marquee clients. For Meesho, designed an automated delivery-failure feedback loop that reduced manual intervention by 60%, scaled automation to 80%, and unlocked a 5% revenue uplift while supporting 2.5–3 lakh daily shipments, eliminating the need for a 2,000+ member manual tracking workforce. For Nykaa, partnered on a 60-minute hyperlocal delivery launch, expanding ClickPost's product footprint and generating ~1% incremental revenue across Bengaluru, Gurgaon, and Mumbai. Institutionalized CS excellence by building SOPs for onboarding, retention, and renewals, maintaining and , and improving NRR from 110% to 122%. Defined customer health scoring, structured QBRs, and strengthened CSAT and adoption metrics. Acted as the connective layer between Product, Sales, and Engineering, influencing roadmap prioritization, upsell motions, and scalable customer success playbooks to drive long-term retention and advocacy.

Info Edge (India)

May 2017 - Sep 2021 • 4.3 yrs

Senior Customer Success leader with deep experience managing enterprise and mid-market recruitment platforms at one of India's largest online recruitment companies - Naukri.com, Naukrigulf.com Owned the end-to-end customer lifecycle for domestic and Gulf clients, spanning onboarding, adoption, renewal, and revenue revival for a ₹35 Cr annual enterprise recruiter portfolio. Drove 65%+ product feature adoption and materially improved customer ROI through customized onboarding programs, recruiter training, and account-specific success frameworks. Led structured Customer Success Forums (CSFs) and Quarterly Business Reviews (QBRs) to track performance, address risks, and identify expansion opportunities. Played a key role in revival, retention, and renewal of underperforming enterprise accounts, delivering 40–45% average YoY revenue growth through proactive account management and value-led engagement. Partnered closely with the Product team to translate customer insights into roadmap enhancements, while strengthening customer advocacy via testimonials, references, and success stories.

Skillr (Leap Skills Pvt Ltd)

Oct 2016 - Apr 2017 • 0.5 yrs

Customer Success Manager for an HR technology and skill development platform, managing customer relationships across onboarding, engagement, and revenue expansion. Proactively worked with customers to identify retention, renewal, and upsell opportunities, supporting sustained account growth. Partnered with clients to understand workforce, hiring, and upskilling challenges, and designed tailored solution approaches aligned with their HR and talent objectives. Built and maintained strong relationships with prospective and existing enterprise clients, serving as a trusted advisor to drive platform adoption, satisfaction, and long-term value realization.

Edvour Edu Consultants Limited

Jun 2014 - Jul 2015 • 1.1 yrs

Handled a hybrid Customer Success and Sales role for an education consulting firm, managing the end-to-end customer journey from lead qualification and counseling to enrollment, retention, and referrals. Owned territory-level growth by driving new student acquisitions while ensuring high satisfaction and conversion rates. Worked closely with students and parents to understand academic goals, career aspirations, and international education pathways, providing personalized guidance and solution recommendations. Built strong institutional and partner relationships within the assigned territory, contributing to sustained revenue growth, repeat enrollments, and brand credibility.