KRISHANDAN SHANMUGASUNDARAM
Product Strategy | Roadmap Ownership | Customer Discovery | Cross-Functional Leadership | Data-Driven Decisions | Enterprise SaaS
SUMMARY
Product-focused CX leader with experience shaping AI-driven SaaS platforms through customer discovery, data-driven prioritization, and cross-functional execution across Sales, Engineering, and Product.
Download a pdf version of the resume here
WORK EXPERIENCE
Customer Success Manager
Genesys / June 2023 - Present
United States of America
• Owned customer outcome, adoption and retention for 140+ multi-vertical North American accounts totaling $10.5M
ARR; exceeded GRR targets with sustained performance above 85% across multiple quarters.
• Led AI and digital adoption strategy through executive alignment and value realization planning; achieved 110% NRR
for four consecutive quarters.
• Identified product-led expansion opportunities across AI, Digital, and Unified Experience offerings; generated $2.5M+
in qualified pipeline over the past 12 months.
• Designed and shipped an internal analytics and workflow solution to address gaps in customer health visibility,
enabling proactive prioritization of adoption risks and expansion opportunities across the Scale CSM motion
• Drove Voice of Customer by funneling customer-backed feature requests and enhancements into the Aha! idea portal;
strengthened customer advocacy with validated, usage-driven input.
Senior Field Application Engineer
Axon Networks / July 2015 – March 2023
United States of America
• Owned onsite product delivery for router and ONT launches with custom software for Verizon and Lumen; delivered three large-scale launches totaling ~ 8M units across the U.S.
• Discovered, validated, and prioritized cross-customer use cases for the Axon Orchestrator, a cloud subscriber
experience orchestration platform; shaped a new product investment with ~$20M in projected three-year revenue.
• Owned Voice of Customer as the sole onsite representative by capturing requirements and writing user stories in Jira
and Confluence; maintained a prioritized backlog aligned with customer expectations and release goals.
• Facilitated structured discovery and review sessions to convert customer problems into delivery-ready scope; aligned
engineering execution with user needs in an Agile delivery model.
• Directed cross-functional issue triage and escalation management using Jira; enabled a biweekly release cadence while
improving release stability and reducing customer-impacting defects.
Project Manager
ChipTest Engineering / July 2014 - June 2015
Singapore
• Led RF transceiver characterization for Qualcomm by managing a cross-functional engineering and lab team; supported the successful launch of two codec chip products against defined performance KPIs.
• Planned and executed resource allocation, timelines, and milestone tracking across test cycles; delivered on-time outcomes and detailed performance reports to Qualcomm stakeholders.
Senior R&D Project Engineer
Broadcom Inc. / May 2010 - June 2014
Singapore
• Led development of a testing environment for data center-grade RF transceivers; delivered the solution on time and within budget while meeting all performance and quality objectives.
• Owned budgeting and resource planning for full-scale operations; drove workflow and process optimizations resulting in an 18% cost reduction.
• Coordinated cross-functional milestones and stakeholder alignment using MS Project; delivered compliant documentation and training to support adoption and operational readiness
EDUCATION
Master of Business Administration (MBA)
George Washington University
2024-2026 (Expected)
Graduate Certificate in Financial Management
George Washington University
2024-2026 (Expected)
Bachelor of Engineering (Bioengineering)
National University of Singapore
2004-2008
CERTIFICATIONS
AWS Solutions Architect – Associate
AWS Cloud Practitioner
GoPractice Data-Driven Product Management
INTERESTS
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