Cross-functional Collaboration • cybersecurity
• Process automation • Public sector

Strategic Leadership,
Agile Teams, Scalable Results.

A strategic and results-driven Customer Success Leader, adept at leading customer success strategies, streamlining operations, and delivering impactful solutions for midmarket and enterprise clients. With a proven track record of driving efficiency, enhancing retention, and achieving 100% project implementation success, they have consistently increased customer satisfaction, reduced churn, and contributed to significant revenue growth.

  • 95% Customer Satisfaction Score
  • 10% Reduction in Churn
  • 95% Net Revenue Retention (NRR)
  • 105% Gross Revenue Retention (GRR)
  • 20% Consistent ARR Growth
Contact Nisha
Career Summary

Stats to Highlight

  • 95% Customer Satisfaction Score
  • 10% Reduction in Churn
  • 95% Net Revenue Retention (NRR)
  • 105% Gross Revenue Retention (GRR)
  • 20% Consistent ARR Growth
Nisha Patel speaking at an event

About Nisha

  • Results Driven Customer Success
  • Leader, Lead Customer Success
  • Strategies, Impactful Solutions

Core Skills

  • Customer Success Planning
  • Customer Journey Mapping
  • Customer Advocacy
  • Relationship Management
  • Delivery Management
  • Operational Process Optimization
  • Team Leadership & Development
  • Project Management

Industries

  • Software Development
  • Cybersecurity
  • Education Administration
  • Banking

Case Studies

Established a scalable Customer Success function from the ground up, implementing standardized processes, KPIs, and enablement resources that improved customer retention by 58% and positioned Customer Success as a strategic growth driver. By fostering cross-functional collaboration, introducing data-driven health monitoring, and scaling the team, these efforts reduced churn, increased annual recurring revenue, and created a sustainable foundation for long-term success.

Challenge

State agencies were resistant to adopting the Accela platform, citing concerns over usability, workflow disruption, and manual effort.

Solution

  • By engaging stakeholders, conducting hands-on training, and demonstrating workflow automation, user concerns were addressed effectively. Tailored demonstrations and automated Excel workflows streamlined operations and reduced manual effort.

Results

  • Achieved widespread user adoption across multiple state agencies.
  • Reduced manual effort by 60% through automation.
  • Strengthened the company’s relationship with the Commonwealth, paving the way for future collaborations.
  • Through strategic training and process automation 60% the project enhanced operational efficiency and established a scalable framework for success.
Successfully drove widespread user adoption of the Accela platform across multiple state agencies by addressing resistance through tailored training, workflow automation, and stakeholder collaboration, reducing manual effort by 60%. These efforts not only improved operational efficiency but also strengthened the company’s relationship with the Commonwealth, creating a foundation for future successful implementations.

[Nisha has the ability to] bridge the space between the business needs and the technology is a valuable skill.

“...She has all the qualities that one should be aspiring to - active listening, empathy, strong analytical skills, ability to move from the tactical here and now and into longer term strategic thinking. Nisha is a strong communicator and engager…”.

Alexander George
VP of Global Customer Success at Bizagi

“...She is highly-skilled at both strategic and account-level management. She was able to build out successful playbooks to repeatedly bring customers up to speed and manage the full lifecycle, and seamlessly dive into technical troubleshooting or put out fires with customers..”

Joe Poupard
Optimizing CX and UX, Mavenoid

“...Nisha's ability to work with the client, learn and understand the business. This knowledge combined with her experience was essential to our successful launch..”

Paul Berube
IT Project Manager, Enterprise IT Solutions

“...She is a diligent and motivated individual who has an ability to understand problems quickly and provide solutions. At the same time Nisha is one of the most pleasant and congenial individuals…” 

Sarita Desale
Delivery Manager / Scrum Master

Articles & Media

Recognition

  • Featured Women in Tech (article)
  • Women in Technology Featured

Fate of TikTok

Certifications

Certified Professional CS Leader

Gainsight

Customer Experience Leadership

LinkedIn

Volunteer

Career Mentor

CareerVillage.org

2025 National Mentor Month Volunteer Award

CareerVillage.org

Career Mastery

Executive Career Mastery Program

Contact

214-574-8388

nishakappillil@gmail.com

/nisha-kappillil

Let's grab a coffee and chat.