ASHI RAJPAL
Livermore,CA
Summary
Customer Success Leader with 13+ years of experience driving customer engagement and satisfaction.
Expertise in managing high-value portfolios and leading teams to deliver exceptional service across diverse markets.
Results-driven management professional with proven ability to lead teams to success.
Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes.
Adept at strategic planning, process improvement, and fostering culture of accountability and excellence.
Known for adaptability and consistently meeting changing organizational needs.
Technical expertise in cloud technologies, APIs, and related security frameworks.
Overview
14
14
years of professional experience
Work History
Manager- Customer Success
Palo Alto Networks
05.2021 - Current
- Managed a team of Customer Success Managers (CSMs) across NAM and LATAM, overseeing a $30M+ ARR portfolio spanning 70+ strategic accounts.
- Designed and scaled a Customer Success program supporting 700+ accounts, driving over $40M in incremental ARR through proactive engagement and value delivery.
- Delivered key Customer Success metrics with a focus on product adoption, value realization, and long-term customer retention.
- Led customer discovery and requirement-gathering sessions, effectively translating business needs into security-focused solutions.
- Contributed strategic input to the evolution of CS service offerings and enablement content, playing a key role in building new service frameworks and training programs during the integration with a newly formed team.
- Oversaw end-to-end execution across active customer engagements, managing escalations, resolving delivery issues, and providing regular updates to leadership.
- Drove renewal strategy in partnership with Renewal leadership, proactively tracking pipeline health and mitigating risks across high-priority accounts.
- Collaborated with Sales to align on customer use cases, uncover expansion opportunities, and position tailored service solutions to drive additional value.
- Strong foundational knowledge of cloud security principles, vulnerability management, and in-depth familiarity with Palo Alto Networks’ products, services, and internal processes.
- Developed and implemented training programs to elevate team performance and knowledge retention.
Implementation Specialist
Surefyre
07.2020 - 04.2021
- Manage a portfolio of accounts for application Implementations of Surefyre’s SaaS based solution
- Work with the customers directly to understand their requirements and translate them into configurable features
- Act as the point of contact and owner for product and technical issues for client implementations
- Manage customer expectations through regular communication, status reports and timely quality deliverables
- Define and perform testing of the final customer solution to ensure a high level of quality
- Project manage the implementation process and work with internal and external stakeholders (clients), as needed
- Implement and configure customers’ application in accordance with requirements (workflows, Integrations-APIs etc.)
- Perform necessary testing before go-live of features/applications
- Track and raise feature requests & bugs, collaborate with product management and engineering teams
- Expertise in JSON, Jinja2, HTML, CSS, APIs, JavaScript
Customer Success Manager
Zscaler
06.2019 - 02.2020
- Own the complete lifecycle of EMEA Customer base with a focus on onboarding, usage, retention/renewals and expansion
- Assist customers in reaching desired business outcomes through Zscaler security solutions
- Work closely with Sales team to help transition the accounts from Presales to Customer Success Management program
- Discover use cases, uncover business needs and drive increased adoption
- Lead frequent meetings & business reviews to strengthen relationships, conduct gap analysis, report on usage & lead value realization discussions. Establish a common understanding with the customer for the ROI they are receiving from Zscaler solutions as the strategy is executed.
- Interact with CISO/CIO/Director/Manager level stakeholders to drive value realization
- Understand customer pain points and help drive escalations by coordinating between Product Management, Technical Account Managers, Support Groups and other teams/stakeholders.
Asst. Manager Business Development
MetricStream
09.2013 - 11.2018
- Served as a key point of contact, a liaison between the client and the various departments within MetricStream to engage the right resources to manage and escalate business issues
- Responsible for overall project ownership for organizing the annual ComplianceOnline medical device summit. Details can be found here: http://bit.ly/MedicalDeviceSummit2018
- Responsible for making sure that any gaps in team performance or quality were quickly identified and addressed. Also responsible for quarterly performance reviews and annual appraisal for a team of four
Marketing Executive
I Ads & Events Pvt Ltd
01.2012 - 08.2013
- Event planing : Spearheaded entire planning activities from creation to execution, budgeting ,negotiation with vendors, reporting etc Expertly consulted on accommodation, schedules, travel, day plans and registration procedures
- Managed merchandise procurement for various events
- Identified and closed the prospects/sponsors for In house events Promotional campaigns - Negotiated with Publications/Radio/ for PAN India Promotion activities, for In house events clients.
Education
MBA - Marketing
IILM Institute For Higher Education
01.2012
BSC - Electronics
01.2009
Skills
- Customer Success
- Client Management
- Account Management
- Decision-making
- Documentation and reporting
- Team leadership
- Project Planning & Management
- APIs
Timeline
Manager- Customer Success
Palo Alto Networks
05.2021 - Current
Implementation Specialist
Surefyre
07.2020 - 04.2021
Customer Success Manager
Zscaler
06.2019 - 02.2020
Asst. Manager Business Development
MetricStream
09.2013 - 11.2018
Marketing Executive
I Ads & Events Pvt Ltd
01.2012 - 08.2013
MBA - Marketing
IILM Institute For Higher Education