Moments of impact from Neel Desai's career
ProfitWellWas frequently the "product guy" helping our enterprise sales teams at PW with on the ground support at events like SaaStock, SaaStr to provide product context to prospects. Would serve as a technical touch point to high priority leads and represent the company at VIP events.
ProfitWell · Director of ProductProfitWell got acquired by Paddle for $200M. Leading up to this transaction, I was on a small team assisting the CEO and legal teams with various aspects of due diligence for the PW Metrics and Retain products.
ProfitWell · Product ManagerWe had 30k+ free users of PW Metrics and we wanted a pulse for how customers were liking our platform. However rather than just getting a score for NPS, we wanted to make it actionable and a feedback loop to improve the product. I implemented a dynamic follow up system to 1) seek feedback from users who scored 1-8 NPS, while 2) asked 9 and 10s to leave a review for us on G2 Crowd followed by sending them a Swag Pack to make them champions of our products. We averaged an NPS of ~60 over the years.
ProfitWell · Product LeadWhile Product Lead for PW Metrics, implemented the following tools to better understand how customers were using our product: -FullStory -MixPanel -LogRocket -Segment -Appcues
ProfitWell · Product LeadWhile Product Lead for Retain, I developed the PLG motion to drive expansionary revenue from our customers. This included tiered usage based billing for self serve customers, and high touch account management for enterprise customers (ACVs > 100k/year). I personally played CSM for our top 1% of customers and closed contracts exceeding 250k/ year. We sustained 120% NRR and <2% revenue churn for ~2 years leading up to the Paddle acquisition. I have fun stories of trying to implement revenue quotas for PMs :)
ProfitWell · Product ManagerWhile PM of PW Metrics, I implemented AppCues for user onboarding. This included creating a welcome tour that highlighted aspects of the platform, creating a knowledge base for FAQs, and overhauling email campaigns that activate new users. After 6 months, retention for new cohorts improved by an absolute 20%.