About
Highly accomplished Customer Success Manager with over 4 years of experience in SaaS and AI-powered platforms, specializing in maximizing product value and achieving measurable outcomes for enterprise clients. Proven ability to drive 25% faster adoption, reduce churn, and expand account revenue by 15% through strategic onboarding and proactive retention strategies. Expert in leveraging AI-driven insights to streamline workflows, reduce manual reporting by 40%, and enhance customer engagement in fast-paced, remote environments.
Work
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Summary
Led customer success initiatives for enterprise SaaS clients, driving significant improvements in product adoption and client retention.
Highlights
Enabled 10+ enterprise SaaS clients as a product expert, accelerating product adoption by 25% and reducing churn within six months.
Executed executive business reviews and retention strategies, expanding account revenue by 15% and improving customer health scores.
Implemented AI-driven health tracking and workflow automation, reducing manual reporting by 40% and enhancing customer engagement insights.
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Summary
Managed internal operations and documentation, leveraging AI-driven tools to enhance collaboration and customer responsiveness.
Highlights
Improved internal workflows with AI-driven tools, reducing client response times by 30% and ensuring consistent customer updates.
Managed internal documentation and staff onboarding, aligning service delivery with customer needs and ensuring clear communication.
Oversaw daily customer operations, ensuring timely, high-quality interactions and proactive customer communication.
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Summary
Provided strategic consulting on SaaS and cloud platform adoption, optimizing operational efficiency for small businesses.
Highlights
Advised small businesses on SaaS and cloud platform adoption, reducing operational costs by up to 25% and enhancing system reliability.
Built and automated CI/CD pipelines, enhancing deployment efficiency and product stability for customer platforms.
Translated complex technical requirements into actionable implementation plans, improving user confidence and platform utilization.
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Summary
Managed a large customer portfolio and optimized operational workflows to enhance customer satisfaction and business growth.
Highlights
Managed 200+ customer accounts, designing onboarding processes that boosted customer satisfaction to 95% and improved retention by 20%.
Integrated customer feedback into service and marketing workflows, increasing repeat business by 15% and aligning internal teams to customer outcomes.
Streamlined support workflows, reducing resolution times by 30% while maintaining a high first-contact resolution rate.
Languages
English
Skills
Customer Success & Retention
Customer Lifecycle Management, Retention Strategies, Customer Onboarding, Customer Enablement, Executive Business Reviews, Account Growth, Customer Health Tracking, Reporting, Relationship Building, Stakeholder Management.
SaaS & AI Platforms
SaaS & AI-Powered Workflow Optimisation, SaaS & API Platform Support, AI-Driven Process Automation, Salesforce, HubSpot, Notion, Zendesk.
Operations & Collaboration
Cross-Functional Collaboration, Communication, Process Improvement, Workflow Optimisation, Technical Troubleshooting, Documentation.