Mahalakshmi V.
Senior Customer Success and Service Delivery Manager
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Mahalakshmi V. is a Strategic Customer Success and Service Delivery Manager with over 16 years of experience in industries such as ITSM, ERP, banking, and aviation operations. She has a proven track record in managing mid-market portfolios, driving Gross Revenue Retention (GRR), and spearheading Governance, Risk, and Compliance (GRC) transformation initiatives. Mahalakshmi serves as a trusted advisor to CISOs and senior stakeholders, leveraging her deep expertise in ITIL, Service Now, and compliance frameworks. She skillfully mentors customer success teams, conducts strategic reviews such as QBRs and MBRs, and ensures that service delivery aligns closely with client business goals. Throughout her career, Mahalakshmi has excelled in roles at companies like Unifycx, Iconic Solutions Pvt Ltd, and Spice Jet, focusing on customer onboarding, implementation leadership, and regulatory compliance. She is renowned for her ability to facilitate cross-functional collaboration, aligning policies and KPIs to support consistent global service delivery.
Experience
Customer Success Manager – ITSM & Cloud Delivery
Unifycx · 2023 — PresentManage a portfolio of mid-market accounts to ensure renewals, upsell/cross-sell, and long-term retention through proactive engagement and health monitoring. Oversee planning and execution of client Governance Risk and Compliance (GRC) programs, aligning delivery with business outcomes. Serve as a trusted advisor providing insights on security and compliance while building executive relationships through QBRs and MBRs. Track and improve account health metrics, utilizing dashboards and analytics to address churn risks. Lead quarterly and executive reviews to present value delivered and future strategies. Standardize CS processes across global offices, ensuring consistency in delivery and customer experience.Customer Success & Delivery Manager
Iconic Solutions Pvt Ltd · 2019 — 2022Facilitate the transition of customers from contract signing to go-live, focusing on their readiness and long-term success. Conduct kickoff meetings to establish customer goals and timelines while building tailored onboarding plans in coordination with internal teams. Align platform implementation with Governance, Risk, and Compliance frameworks, and guide clients through risk assessments and audit readiness. Foster trust with senior stakeholders during implementation by providing briefings on progress and compliance posture. Ensure seamless execution across global CS, delivery, and product teams while maintaining communication and aligning reporting standards.Customer Success & Delivery Manager
Spice Jet · 2016 — 2018Manage high-value cargo accounts, ensuring adherence to SLA and regulatory compliance. Act as the primary liaison for enterprise clients and logistics partners, resolving escalations and aligning service delivery with contractual KPIs. Lead onboarding and operational setup for new cargo clients, delivering training sessions on handling protocols and documentation. Monitor customer health indicators and implement service improvement initiatives based on operational data. Ensure compliance with aviation regulations and maintain operational transparency through collaboration with regulatory bodies.Channel Sales Manager
American Express Banking Corporation · 2014 — 2016nullDeputy Manager Quality and Compliance
HDFC Bank Ltd · 2011 — 2014nullTeam Leader Operations
HCL BPO Services · 2007 — 2010null
Skills & Expertise
Education
- Bachelors of Business AdministrationEthiraj College for women · 1997 — 2000
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