Customer Success Manager

Saad Khan

San Jose, CA ***** • 408-***-**** • ********@*****.***

Professional Summary

Results-oriented Customer Success Manager with 10+ years of Enterprise SaaS experience driving exceptional client success. Proven ability to boost customer retention (e.g., achieved 125% increase in 6 months) and maximize revenue growth (e.g., generated 160% increase in upsell revenue). Adept at building strategic relationships with C-suite executives and leveraging data insights to develop actionable customer success strategies. Skills

• ITIL Program Management Expertise

• Consultative Sales Techniques

• Customer Retention & Growth

• Upselling & Revenue Expansion

• C-Suite Relationship Building

• Customer Relationship Management

• Customer-Specific Solution Design

• Technical Project Management

• Cloud Computing & Infrastructure

• IT Operations, Networking, Database Systems

• Proficient in Java, Python, SQL, REST APIs

• Machine Learning & AI

Work History

Customer Success Manager, 04/2023 to 02/2024

Aisera – Palo Alto, CA

Cultivated $160k+ in upsell expansion opportunities by identifying customer needs and aligning RFI requirements with Aisera's Gen AI Service Desk solutions, resulting in increased revenue and customer satisfaction

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Achieved remarkable 125% retention rate by implementing proactive account management strategies, long-term strategic planning with customer executives, and designing personalized solutions tailored to client needs, ensuring multi-year renewals and expansions

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Fostered strategic partnerships with Customer C-Suite and Senior Executives, leading AI Service Desk initiatives; drove 25% in ARR with upsells and improved customer retention rates by 20%

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Led consistent cross-functional team efforts to develop product enhancements, ensure resolution of service issues, and deliver technical implementations resulting in large expansions and reduced churn rate

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Monitored key metrics, including customer satisfaction and usage data, and developed actionable insights to improve efficiency and performance, resulting in better service delivery

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Solutions Engineer, 06/2022 to 01/2023

Unstoppable Domains – San Francisco, CA

Secured 170+ partner account deals, ensuring successful architecture, implementation, and adoption, while identifying opportunities for further partnerships & integrations, resulting in a broadened client base and increased revenue

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Managed total book of 200+ partners, developing pursuit plans, facilitating new sales cycles and ongoing expansion, effectively expanding company's reach and customer relationships

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Collaborated closely with Product and QA teams to develop robust solutions that met partner requirements for functionality, scalability, and performance, enhancing value proposition of Unstoppable Domains

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Oversaw technical integration, systems engineering, customer support, and program management, providing seamless experience for partners and contributing to their long-term success

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Actively participated in trade shows and seminars to promote products and network with industry contacts, further establishing Unstoppable Domains as key player in blockchain industry

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Senior Customer Success Manager, 05/2019 to 06/2022 VMware Inc – Palo Alto, CA

Successfully maintained over 100% Retention Rate for VMware's strategic enterprise clients by implementing proactive customer engagement strategies, conducting regular account health assessments, and swiftly addressing any issues or concerns, thereby ensuring long-term satisfaction and loyalty

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Achieved 200% expansion in ARR for global retail customer by identifying new use cases not supported, working cross-functionally with VMware Product Team to develop product support, and architecting successful global deployment into retail stores worldwide

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Architected and managed delivery of customer public cloud migration and modernization projects for variety of industries/use-cases across Fortune 500 companies, e.g. government, finance, medical, aerospace, transportation, oil, software, retail, and agriculture, gaining overarching understanding of various enterprise cloud services needs and challenges

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Managed internal and external cross-functional relationships with technical and non-technical individuals, including Sales, Marketing, and Engineering to champion strategic initiatives, influence decision-making, and gain resource commitments for customer success, resulting in streamlined cooperation and project execution

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Technical Account Manager, 04/2015 to 05/2019

VMware Inc – Palo Alto, CA

Increased ARR by 45% by developing strong relationships with VMware's Enterprise customer executive and technical stakeholders, facilitating long-term strategic planning, ensuring customer value maximization, managing customer initiatives, and serving as voice of customer advocating internally across VMware

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Special project with VMware Machine Learning team for technical comparison between VMware's and Facebook Prophet's time-series forecasting engines, identifying multiple points of improvement for VMware in terms of autonomous resource allocation

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Technical Software Consultant, 06/2014 to 04/2015

VMware Inc – Atlanta, GA

Served as Subject Matter Expert for VMware Technical Support, resolving highest global level of support escalations, consistently achieving top scores in customer escalations

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Played key role as founding member of Enterprise Customer Support team, supporting VMware's top 300 customers and developing SLAs and frameworks, contributing to foundation of successful global support organization

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Education

Program Certification: Product Management, 08/2024 Stanford University - Stanford, CA

Bachelor of Science: Electrical Engineering, 05/2014 Georgia Institute of Technology - Atlanta, GA

Certifications

• Machine Learning Engineer Nanodegree, Udactiy - 2018

• VMware Certified Professional - 2018

• ITIL Foundation - 2016

Links

• https://linkedin.com/in/khanmsaad

• https://github.com/saadk408

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