Hi, I am Nitish Upadhyay
Full-stack AI product builder. Perpetual learner.
6 years owning products, customers, and outcomes at high-growth B2B startups.
The PM who ships AI products that actually work.
I'm Nitish, a Senior Product Manager with 6+ years turning hard problems into products people rely on. I've taken AI copilots, data platforms, and enterprise tooling from zero to production at companies like Thena and Zapier, consistently hitting the metrics that matter: deflection, retention, and revenue.
I operate at the intersection of product strategy, applied AI, and customer insight. I don't just define roadmaps; I frame the right problem, align cross-functional teams, and stay hands-on through delivery. If it's broken, I find out why. If it's slow, I fix it.
Selected experience and platforms.
Senior Product Manager
Owned end-to-end product strategy for an AI-powered B2B customer support platform serving 200+ SaaS companies. Led 0→1 development of an AI copilot and web chat that cut inbound volume by 37% and handle time by 40%, saving ~800 hours/month and lifting CSAT to 8.8/10. Also shipped an enterprise accounts CRM, a native analytics platform, and Stripe-based billing that drove $140K in expansion revenue within two quarters.
Senior Product Support Engineer
Embedded at the product–customer boundary for a workflow automation platform with 700K+ users. Co-built an AI ticket automation suite that saved 400+ hours/month across 50+ agents, and an AI recommendation engine that grew a $100K+ quarterly pipeline. Contributed 100+ product improvements with a 60% acceptance rate, several shipping within two quarters.
Product Support Analyst
Diagnosed UX and reliability patterns across 1,000+ support tickets spanning 6 B2B SaaS products, translating customer pain into actionable product feedback that drove critical roadmap decisions.
Systems Engineer
Supported an enterprise manufacturing application deployed across 40+ countries, maintaining 99.5% uptime and reducing mean time to resolution by 20% through structured troubleshooting documentation.
How I think, build, and ship.
From support to product to AI builder.
How 6+ years inside customer pain built sharper instincts than any MBA could.
How I built a lightweight CRM.
A unified account view that became the system of record for 1,000+ support agents.
How I shift insights.
Turning raw support data into decisions adopted by 50+ teams and weekly leadership reviews.
How I built AI features.
From RAG pipelines to eval frameworks, shipping AI measured by deflection, accuracy, and CSAT.