06.08
Chennai, India. Available now.

I make sure your
customers actually
get what they paid for.

Seven years of sitting between product teams and the people who use the product. I've done support, solutions engineering, implementation, and customer success. The common thread? I'm the person who picks up the phone when something isn't working.

See my journey ↓ Say hello →
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The Origin

I didn't stumble into this.
I was built for it.

My mother is a schoolteacher. My father runs a business. I grew up in Chennai watching both of them work with people every single day.

My mother taught me how to explain things. Not the dumbed-down version. The version where the other person walks away actually understanding what happened. She also gave me the annoying habit of noticing when something is broken before anyone else does.

My father manages a thermal power construction business. From him I learned what it looks like when you tell a client you'll deliver by Friday and then you deliver by Friday. Every time. No excuses. That's the standard I hold myself to.

And growing up in Chennai, you learn that hospitality isn't something you turn on for customers. It's just how you behave.

June 8

I share my birthday with Tim Berners-Lee. He invented the World Wide Web. I've spent the last seven years helping people get actual value from it. Make of that what you will.

📚

From my mother

How to explain something so the other person actually gets it. And the instinct to notice what's wrong before it becomes a ticket.

🏗️

From my father

You said you'd deliver. So deliver. That's it.

🌴

From Chennai

Treat people well because that's what you do. Not because there's a retention metric attached to it.

🌐

From the Web

Technology should work for people. When it doesn't, that's where I come in.

The Journey

Seven years. Four companies.
One consistent thread.

Every role taught me something different. I kept all of it.

Dec 2017 – Oct 2022
CGI
Technical Support Engineer · Chennai, India (MNC)

Five years at a massive multinational. I managed a multi-terabyte SQL data warehouse, ran ETL pipelines, and kept enterprise delivery running at 99% on-time. I learned ITIL, change management, and what happens when mission-critical infrastructure goes down at 2am.

CGI also gave me the stability to start freelancing on the side. Evenings and weekends I was building websites, setting up email systems, and helping small businesses get their first real online presence. That's where I caught the building bug.

What I took forward How to run a system properly. And proof that you can care about process and still care about people.
SQL / Data Warehouse ITIL Change Management Enterprise Support Freelancing
Oct 2022 – Apr 2023
Lummo
Technical Account Manager & Solutions Engineer · Chennai

Lummo was building Donut.cx, a WhatsApp-first engagement platform. I helped take it from idea to production. I designed the onboarding flows, ran demos, and managed accounts. 95% retention. NPS above 90.

This is where I figured out something I still believe: when you make the product experience actually good, customers do your marketing for you. They refer people. They give you better feedback. They stick around. That's not a theory. I watched it happen.

Lummo shut down in 2023 due to macroeconomic conditions. Nothing to do with the work.

What I took forward Good onboarding isn't a nice-to-have. It's the thing that determines whether customers stay or leave. And the best product feedback comes from people who trust you enough to be honest.
SaaS Customer Success Onboarding NPS 90+ Retention 95% UX Thinking
Dec 2023 – Feb 2024
SuperOps
Senior Solutions Engineer · Chennai

Short stint. SuperOps makes PSA and RMM software for managed service providers. Heavy product. Not the kind of thing you can hand-wave through a demo. You either know the product or the buyer knows you don't. I learned to run those demos under real pressure with real consequences.

Stepped away for health reasons. Fully recovered.

What I took forward If you can explain a complex product clearly, the buyer trusts you more than if the product were simple. Complexity is an opportunity if you don't hide from it.
PSA / RMM MSP Technical Demos Solution Engineering
Oct 2024 – Dec 2025
FYB Pty Ltd.
Implementation Engineer · Remote (Australia)

FYB is part of the Banyan Software portfolio. They deliver enterprise content management and records management systems to government and enterprise clients across Australasia. OpenText, EzeScan, Archive360. I was the only team member in India. Everyone else was in Australia.

First fully remote international role. I learned how to build trust with people I'd never met in person, working across a significant timezone gap. I also got a real education in data governance. Not the buzzword version. The version where a government agency's compliance depends on whether you migrated their records correctly.

What I took forward How to do serious work with people you've never been in the same room with. And the understanding that data governance matters because when it's wrong, real things break.
ECM OpenText Remote / International Data Governance Enterprise Implementation
The Toolkit

What I bring to the table

Not a skills list. A way of working.

🗣️

I speak both languages

I can be in a product meeting with engineers at 10am and on a call with a non-technical VP at 11am. Both conversations go well because I don't change the facts. I change how I say them.

🚀

Onboarding is where it's won or lost

Most churn happens because the customer never got properly started. I build onboarding that actually works. Not a checklist they ignore. A process that gets them to value fast.

🧩

I can demo heavy products

I've demoed lightweight consumer apps and I've demoed complex enterprise platforms. The skill is the same: figure out what the buyer cares about and show them that part first.

📊

I know what process looks like

Five years of ITIL, change management, and keeping a data warehouse running at an MNC. I know the difference between process that helps and process that just creates paperwork.

🌍

I've worked remote for real

Not "remote but everyone's in the same timezone." Remote where the entire team is in Australia and I'm in Chennai. I know how to make that work.

🌱

I've built things from scratch

Websites, CMS setups, email systems, branding projects. Freelance work taught me what it actually costs to build something. That makes me better at helping companies who are doing the same thing at scale.

Right Now

All of this has been
building to something.

I want a role that uses everything I've built. The process discipline from CGI. The customer obsession from Lummo. The enterprise depth from FYB. A place where I can work with customers I care about and grow into a leadership position.

I want to work somewhere that treats customer success like what it is: a revenue function. Where onboarding gets the same attention as product design. Where the person talking to customers has a seat at the table when decisions get made.

Based in Chennai. Open to remote roles anywhere.

Let's talk → Download CV
🎯

Technical Account Manager

Technical depth meets customer relationship. This is my natural position.

⚙️

Solutions Engineer

Pre-sales technical work. Demos. Scoping. The part where credibility wins the deal.

🤝

Customer Success Manager

Onboarding, retention, expansion. Growth that comes from people actually wanting to stay.

🌐

Remote roles

I'm in Chennai. I've done this across timezones before. I know what it takes.

Writing

Thoughts on the industry

SaaS, customer success, implementation, and building things that matter.

✍️
Feb 27, 2026  ·  Uncategorized

Hello world!

Welcome to WordPress. This is your first post. Edit or delete it, then start writing!

Read more →
The CV

Want the full picture?

Drop your email. I'll send you my resume and you'll be the first to know when I post something new here.

Say Hello

Let's have a conversation.

If you're hiring, I'd like to hear about the role. If you just want to talk about why most onboarding is broken or how customer success should actually work, I'm up for that too.

I read every message. No auto-responders. You'll hear back within 24 hours.

✉️
kiransugathan@aol.com
💼
linkedin.com/in/kiransugathan
📱
+91 99529 02199

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