Usman

Results-oriented Customer Success professional with a proven track record in SaaS, specializing in process optimization and strategic initiatives to enhance customer lifetime value.Results-oriented Customer Success professional with a proven track record in SaaS, specializing in process optimization and strategic initiatives to enhance customer lifetime value.

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.

• 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.

• 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.

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.

• 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.

• 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.

• 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.

• 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.

VU of PakistanRawalpindi, PakistanB.Sc. Computer Science2014 CERTIFICATES & TRAININGS

• Strategic Leadership and Management Specialization - University of Illinois
• Leader Essentials - Motive
• Leadership Launchpad Program - CureMD
• Audit Training - CureMD
• Project Management Specialization - Google
• Data Analytics Specialization - Google
• Business Intelligence Specialization - Google
• HIPAA & PHI Compliance Training - CureMD