Christopher Ryan Yu

Results-driven Customer Success Specialist with 4+ years of experience in SaaS, telecommunications, and customer lifecycle management. Proven expertise in customer engagement, account retention, renewal management, and stakeholder relationship building across high-volume customer portfolios. Skilled in identifying customer needs, driving product adoption, and delivering tailored solutions that improve operational workflows and business outcomes.

Experienced in collaborating cross-functionally with sales, technical support, and product teams to resolve customer challenges, reduce churn, and uncover expansion opportunities. Adept at analyzing customer requirements, managing recurring revenue accounts, and providing strategic recommendations that enhance customer satisfaction and long-term success.

Customer Success Specialist - Dialpad

(2025-10)

• Manage customer relationships by proactively engaging clients to support product adoption, retention, and long-term success.
• Partner with stakeholders to understand operational needs and recommend workflow improvements using SaaS solutions.
• Collaborate with internal teams to address customer concerns, resolve technical issues, and improve overall customer experience.
• Support customer onboarding and adoption initiatives to ensure alignment with business goals and success metrics.

Renewal Sales & Customer Success Specialist - Concentrix

(2023-02 - 2025-09)

• Managed customer renewals and lifecycle engagement strategies to maximize retention and recurring revenue growth.
• Conducted customer discovery conversations to identify business needs, account risks, and expansion opportunities.
• Built and maintained trusted relationships with key stakeholders and customer champions to improve customer satisfaction and product adoption.
• Served as a subject matter expert for licensing management, software renewals, and asset ownership tracking.
• Translated customer requirements into tailored recommendations aligned with operational and business objectives.
• Collaborated with sales, technical support, product management, and professional services teams to resolve customer concerns and streamline onboarding processes.
• Identified at-risk accounts and implemented proactive retention strategies to minimize churn.
• Managed ARR, ACV, and TCV-based accounts while supporting revenue growth initiatives.
• Supported account expansion through close coordination with regional sales teams and customer stakeholders.

Account Executive – SIA Expansion - Acquire BPO

(2020-08 - 2022-11)

• Managed a portfolio of over 1,000 customer accounts while consistently achieving quarterly sales targets.
• Proactively engaged customers to identify growth opportunities, service upgrades, and account expansion strategies.
• Delivered timely issue resolution and coordinated customer concerns with appropriate internal departments.
• Built strong customer relationships through consultative support and customer-focused engagement.
• Assisted customers with plan upgrades, service enhancements, and account optimization recommendations.

Online Advertising Specialist - TDCX

(2020-02 - 2020-07)

• Qualified and managed inbound and outbound leads to support advertising and customer acquisition initiatives.
• Assisted customers in identifying suitable advertising solutions aligned with business objectives.

Retention Specialist - Alorica

(2018-06 - 2019-10)

• Negotiated customer retention solutions while balancing customer satisfaction and business goals.
• Addressed service concerns proactively to reduce cancellations and improve customer loyalty.

Customer Service Representative - HKT Teleservices

(2015-11 - 2017-10)

• Resolved customer concerns efficiently while maintaining service quality standards.
• Assisted customers with flight bookings, itinerary changes, and policy-related inquiries.
• Ensured timely follow-up and issue resolution to maintain positive customer experiences.

Rizal Technological University (2012 - 2014)