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Naresh Muppalla

BusinessOnBot · Dec 2025 – Present · Bengaluru

Customer Success Manager

I own 42 D2C brands, from onboarding and setup through go-live and daily success.

  • Configure WhatsApp AI agents in Sim Studio and Langflow.
  • Turn brand issues that repeat into one root-cause fix.
  • Write up every fix, so the team and the AI assistants answer it the same way.
Journey →Playbook →About →Contact →Résumé ↗

(J)Career · 2016 → now

The journey.

Five chapters, from learning how software is built, to fixing it for enterprise customers, to owning the success of 42 D2C brands. What I did at each stop, and what it taught me.

2016

2016 – 2020

Education

Chapter 00

BCA, Computer Applications

St. Philomena's College, Mysore

Where I learned how software is built, before I learned how it breaks.

  • Bachelor of Computer Applications: programming, databases, networks and systems.
  • First websites and the habit of taking things apart to see how they work.
ProgrammingDatabasesWeb basics

What it taught me

Fundamentals make every later tool easier to pick up.

2021

Dec 2021 – Jan 2023

Bengaluru · Enterprise software

Chapter 01

Technical Support Engineer

Tata Consultancy Services

My first job: fixing customer problems, on deadline, with an engineering team on the other end.

  • Troubleshot customer technical issues end to end.
  • Escalated complex cases to engineering with the details they needed to act.
  • Documented every resolution so the next person didn't start from zero.
TroubleshootingSLAsEscalationsDocumentation

What it taught me

An escalation is only as good as the write-up. Engineers fix what they can reproduce.

2023

Feb 2023 – Apr 2025

Bengaluru · Enterprise cybersecurity SaaS

Chapter 02

Customer Success Engineer

Tata Consultancy Services · client Trellix

Moved from answering tickets to owning the customer's experience of a complex security product.

  • Guided enterprise B2B customers through onboarding, configuration and product usage over email, chat and phone, within SLAs.
  • Handled security issues (MFA, permissions, data privacy) and coordinated SecOps, DLP and Endpoint teams during incidents.
  • Escalated to engineering with structured details and kept ownership until resolution.
  • Fed recurring pain points back to product. Tools: Salesforce Service Cloud, Jira, Confluence.
OnboardingEnterprise B2BSecurityCross-team incidentsVoC

What it taught me

Support answers the question. Success changes why the question gets asked.

2025

2025 · ~7 months

Career break

Chapter 03

Higher-education plans in Ireland

A planned detour

I planned a master's in Ireland. It didn't happen, and coming back taught me more than going would have.

  • Came back knowing exactly the work I wanted: customer-facing, technical, with real ownership.
  • Used the time to study: CSM Fundamentals (CustomerSuccessU) and Generative AI for Customer Success (Coursera).
CSM FundamentalsGenAI for CS

What it taught me

A plan not working out is information. I used it.

Now

Dec 2025 – Present

Bengaluru · WhatsApp AI agents & conversational commerce for D2C

Chapter 04

Customer Success Manager

BusinessOnBot

I own a portfolio of 42 D2C brands, and I'm the CSM who opens the codebase.

  • Own 42 D2C brands from onboarding and setup through go-live and daily success, on custom-built and Shopify stores.
  • Configure and launch WhatsApp AI agents in Sim Studio and Langflow: prompts, flows, guardrails, tool calls. Guardrails written for 9 brand bots.
  • Found why phone-gated coupon codes were showing in Google results across 82+ brands, traced it in the codebase, proposed the fix and raised the PR.
  • Debug APIs and test messaging APIs (RML, 360dialog) in Postman, with per-brand test files shared with brand tech teams.
  • Turn brand issues into Jira bug, feature-request and product-feedback reports, and track repeated issues so product fixes them once.
  • Lead a 4-person support team since July 2026. Own the knowledge base; built the public help centre and the internal SOP KB.
  • Designed and built the BOB Ads marketing site for the company.
Portfolio ownershipAI agentsRoot causeAPIsTeam leadKnowledge base

What it taught me

The fastest way to help 42 brands is to fix things once, at the root, and write them down.

(+)Skills picked up along the way

Each stop added a layer.

Skill2016202120232025Now
Troubleshooting & escalations
Customer onboarding
Security & enterprise SaaS
Knowledge base & SOPs
APIs & codebase debugging
AI agents & automation
Portfolio ownership
Team leadership

(→)What's next

Senior CSM, Product Specialist, TAM or Product Ops.

At a product-led SaaS or AI company where I own customer outcomes and work closely with product and engineering. Bengaluru, hybrid or remote.

Download CV ↓Contact