MotiveLahore, PakistanManager, SMB Account ManagementMay 2025 - Present
- Leading a team of Account Managers primarily owning expansion in the SMB space.
- We own Expansion and Churn for 850+ SMB Accounts.
- In Q2 we beat our churn target by 22% and expanded our BoB by 6%.
- Serve as SME in the newly formed Account Management org for the segment.
- I also own KPI tracking for the whole SMB segment which the line managers use for ensuring attainment and accountability in their teams.
Associate Manager, Commercial Customer SuccessJanuary 2025 - May 2025
- Led a team of Customer Success Managers handling a $16M+ ARR book of business.
- Team consistently maintains 105% Net Revenue Retention.
- Oversee execution of Joint Success Plans, customer trainings, and Business Reviews to drive adoption and demonstrate value.
- Awarded the Golden Compass Award at company kickoff by the CEO.
- Received “Often Exceeds Expectations” rating from 90% of direct reports in performance feedback.
- Support data-driven decision-making across the department using business intelligence and analytics expertise.
Associate Manager, SMB Customer SuccessJuly 2024– December 2024
- Led a team of Customer Success Managers overseeing a collective book of business exceeding $8M ARR.
- Delivered 95% retention, >3% expansion per quarter, and <3% mid-contract churn.
- Identified and resolved key reporting issues in STACK ranking across the segment within the first month.
- Held regular one-on-one sessions to align team goals, track performance, and drive engagement.
- Partnered with Sales leadership to develop talk tracks for CSMs and AEs, improving scope clarity and stakeholder alignment.
CureMDLahore, PakistanPrincipal Operations Analyst - Customer Success
Formerly, Sr. Operations Analyst - Customer Success
Nov 2022 – July 2024
- Designed and delivered training programs for team leads and managers to promote adoption of best practices.
- Collaborated with Strategy & Innovation to implement Intercom and Curepulse, aligning AI initiatives with business goals.
- Led CRM migration to Dynamics Customer Engagement, targeting a 15% SLA improvement via unified communication channels.
- Built Power BI dashboards enabling real-time CS metrics tracking and achieving >85% resource utilization.
- Introduced 360° feedback and engagement tracking tools, increasing eNPS from -15 to 23 in two quarters.
- Represented CS Ops in ISO 20000, 18295, and 27001 audits, ensuring full compliance.
- Established post-NPS follow-up workflows, enhancing CLV and upsell potential.
- Conducted process assessments and Skill-Will-Hill analyses to support operational transformation planning.
G1G TravelLahore, PakistanManager - Customer ExperienceJan 2022 – Oct 2022
- Mapped customer journeys and created playbooks, boosting CLV by 30%.
- Assisted CEO with pitch decks, securing funding and partnerships with top travel insurance providers.
- Designed the customer success unit structure, implemented Zendesk for performance tracking.
- Developed product distribution list for AI recommendation engine.
- Managed workforce capacity, led recruitment, and trained new hires.
- Contributed to Sprint planning and retrospectives, aligning the product roadmap with client needs.
WellnessLiving (OneUnit BPO)Rawalpindi, PakistanManager - Customer SuccessOct 2019 – Dec 2021Previously: Customer Success Team Lead, Customer Success Specialist – Level 2, and Level 1
- Developed workload distribution process, achieving less than one hour first response time and over 90% resolution rate within 48 hours.
- Contributed to CEO’s Covid Taskforce, partnering with Zoom for virtual business solutions.
- Collaborated in establishing a Data Integrity and Analysis team to improve data quality and develop comprehensive reports.
- Audited client onboarding process for enhanced experience.
- Maintained minimum 90% call answer rate, compiled periodic reports for stakeholders.
- Conducted training needs assessment to develop a comprehensive training program for the department.
WATIM Medical and Dental CollegeRawalpindi, PakistanManager - ITJan 2017 – Aug 2018
- Led software development team to build hospital management and information systems.
- Implemented and maintained Linux-based web and mail server, designed comprehensive CCTV and LAN infrastructure.
- Coordinated procurement of IT and multimedia equipment needs.
DataSeed BPORawalpindi, PakistanData Extraction Analyst – Data IntegrityJan 2014 – Dec 2016
- Developed in-house solutions to reduce dependency on third-party vendors for data collection.
- Contributed to design of custom reporting and flagging tool, ensuring data collection accuracy.
- Ensured accurate data collection and annotation for sentiment reports compilation.
