S Fajri
Customer Success Manager
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About
Seasoned customer success professional with over 3 years in strategic customer success and 10+ years of customer service. Experienced in SaaS, healthcare and hospitality Customer Success Manager with 3 years of experience supporting mid-market and strategic accounts across a range of products. Known for building strong client relationships, leading QBRs, and navigating complex, high-touch account environments including mergers and cross-functional stakeholder coordination.
Bilingual and comfortable working closely with internal teams and external partners to improve retention, drive adoption, and keep customers supported.
Experience
Customer success manager - Epura - Winnipeg, MB
(2023-04 - 2026-06)
- Managed a portfolio of mid-market and strategic accounts across multiple products, building trusted relationships and keeping customers engaged throughout the lifecycle.
- Ran QBRs, tracked account health, and worked closely with customers to align on goals, renewals, and adoption priorities.
- Supported complex merger activity and unique account situations by coordinating with internal teams and external stakeholders to keep implementation and service issues moving forward.
- Maintained a strong focus on retention and customer satisfaction, contributing to a 97% NRR.
Key Account Manager - Johnston Group - Winnipeg, MB
(2022-08 - 2023-03)
- Managed a portfolio of white glove accounts
- Owned the entire customer journey from implementation, training, escalations
- Collaborated internally and externally with different stakeholders to meet Plan administrators needs.
Team lead - Customer Care - Johnston Group - Winnipeg, MB
(2021-10 - 2022-07)
- Coached team members and gave guidance when needed.
- Main point of contact clients escalations.
- Helped maintain up to date schedule for the team.
- Assisted management in implementing Cisco platform.
Education
Business administration (Baccalauréat) - Université de Saint Boniface/Manitoba (2014-09 - 2018-06)
Tourism and Hospitality Management - University of Manitoba (2011 - 2014)
Computer Science - University of Manitoba (2009 - 2011)
