Rashmi Puttan Vittel
Sydney
Summary
Strategic and results-driven Customer Success & Renewals leader with 10+ years of experience driving retention, revenue growth, and post-sales excellence across global SaaS organizations. Proven ability to scale teams and processes, deliver consistent forecast accuracy, and drive long-term customer value. Expertise in building global renewal functions, enabling automation at scale, and aligning cross-functional teams around customer outcomes and Net Revenue Retention (NRR) growth. Trusted partner to executive leadership with strong forecasting, operational, and people leadership capabilities.
Overview
10
10
years of professional experience
Work History
Senior Manager, Renewals
Rubrik Inc
04.2022 - 01.2024
- Scaled the global renewals function from India, overseeing a multi-million-dollar recurring revenue portfolio across APAC, EMEA, and North America.
- Consistently achieved and exceeded renewal revenue forecasts quarter-over-quarter; delivered strong YoY improvements in Net Revenue Retention (NRR) and customer retention.
- Led long-term forecasting and business planning, including 3-year and 5-year models for global renewals, influencing headcount planning, automation investment, and GTM strategies.
- Implemented automated quote creation and self-service renewal processes, improving operational efficiency, scalability, and customer experience.
- Collaborated cross-functionally with Customer Success, Sales, Finance, and Product teams to optimize post-sales journey touchpoints, reduce friction, and proactively mitigate churn.
- Built and led a high-performing global renewals team, improving quota attainment and engagement through structured onboarding, coaching, and performance management.
- Developed escalation protocols, renewal health scoring, and leadership dashboards to enable proactive deal management and executive visibility.
Renewal Manager
Rubrik Inc
10.2021 - 04.2022
- Established foundational renewal workflows and processes, initially for low-dollar accounts and rapidly expanding to global strategic segments.
- Reduced churn by X% and supported expansion efforts through value-led conversations and upsell readiness in partnership with Customer Success.
- Designed renewal health metrics, automated outreach cadences, and collaborated with CS teams to influence at-risk customer retention.
Renewals Manager, Business Operations Excellence
Ruckus Wireless Inc.
04.2018 - 09.2020
- Exceeded renewal targets quarter-over-quarter through effective sales strategy and business planning.
- Led a 16-member renewal team; coached on KPIs, sales techniques, and customer engagement.
- Used Salesforce automation to manage renewal pipeline, forecasts, and opportunity generation
- Partnered with CSMs and Sales to identify risks and remove renewal blockers.
- Improved renewal efficiency by introducing automation and standard operating processes.
- Reported on performance trends and renewal metrics to senior leadership.
- Spearheaded the integration of two CRM and billing systems during the Brocade acquisition, ensuring business continuity and data accuracy across renewal workflows.
Renewals Team Lead
Ruckus Wireless Inc.
06.2015 - 03.2018
- Led the renewals team responsible for over 50% of total support bookings, ensuring strong recurring revenue contribution.
- Played a key role in transitioning from perpetual licensing to a SaaS-based renewals model, aligning systems and processes with subscription revenue operations.
- Defined team KPIs, tracked performance metrics, and implemented action plans to improve operational efficiency and retention.
- Partnered with Workforce Management to optimize scheduling, adherence, and team capacity planning.
- Delivered coaching and performance management to improve renewal execution and customer engagement
- Generated monthly performance and forecasting reports for leadership, supporting strategic decision-making.
Customer Service Manager
Ruckus Wireless Inc.
11.2013 - 06.2015
- Led regional support operations, ensuring SLA adherence, timely issue resolution, and high-quality customer experience.
- Acted as the first point of escalation for complex or high-impact issues, maintaining strong client satisfaction under pressure.
- Monitored key support metrics (response time, resolution accuracy, customer feedback) and implemented process improvements to enhance efficiency and service levels.
- Coached and developed team members through regular performance reviews, training, and growth plans to align with evolving business needs.
- Championed knowledge sharing across teams to improve support continuity and onboarding effectiveness.
- Drove customer satisfaction by fostering a service-focused culture and continuous improvement mindset.
- Collaborated with hiring managers to recruit, onboard, and scale the support function during high-growth periods.
Education
Bachelor of Computer Applications. - Computer And Information Systems
SDM College Mangalore
MangaloreSkills
- Customer Retention & Expansion Customer Success Leadership Net Revenue Retention (NRR) Account Growth Strategies
- Renewals & Upsell Playbooks CS & GTM Alignment Executive Stakeholder Engagement SaaS Metrics & Analysis
- People Leadership Lifecycle Management Global Team Management Forecasting & Deal Structuring
TOOLS & PLATFORMS
Salesforce | Gainsight | ChurnZero | Zendesk | Tableau | Excel | Workday | Google Workspace
Accomplishments
- Recipient of the Presidential Club Award in recognition of outstanding leadership and business impact.
- Honored with multiple Leadership Excellence Awards at both Rubrik and Ruckus for consistently exceeding goals and building high-performing teams.
- Recognized for driving YoY NRR growth and scaling global renewals operations with measurable impact across APAC, EMEA, and North America.
Timeline
Senior Manager, Renewals
Rubrik Inc
04.2022 - 01.2024
Renewal Manager
Rubrik Inc
10.2021 - 04.2022
Renewals Manager, Business Operations Excellence
Ruckus Wireless Inc.
04.2018 - 09.2020
Renewals Team Lead
Ruckus Wireless Inc.
06.2015 - 03.2018
Customer Service Manager
Ruckus Wireless Inc.
11.2013 - 06.2015
Bachelor of Computer Applications. - Computer And Information Systems
SDM College Mangalore
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