Customer Success Manager

Taha El Gebaly

Falls Church, VA, US ****.********@*****.*** 703-***-**** LinkedIn

SUMMARY

Accomplished and results-driven enterprise customer success, expansion, and retention leader with 16 years of experience enhancing customer outcomes, building strategic partnerships, and driving revenue growth in both individual contributor and leadership roles. Instrumental in scaling an IT security software company from $20M to

$250M in ARR by leading global initiatives around customer expansion, adoption, advocacy, and renewals. Recognized for a high-energy, empathetic approach to client engagement and a strong ability to align cross-functional teams for consistent execution and measurable impact. EXPERIENCE

Senior Customer Success Manager- (Americas)

Jama Software November 2024 - Present, US, DC, Washington

• Manage Fortune 500 accounts such as Amazon, Microsoft, and Google, driving growth, retention, and end-to-end customer success throughout the ACV lifecycle.

• Achieved 100% renewal rate on forecasted accounts and generated $750K in upsell revenue within the first six months at Jama.

• Successfully transitioned perpetual and subscription-based self-hosted customers to our full SaaS cloud platform, including major accounts such as Progress Rail (a Caterpillar company) and Ciena, a leading enterprise networking and telecommunications provider.

• Demonstrated and sold our new AI driven requirements management tool Jama Connect Advisor which scores requirements based on INCOSE and EARS rules to comply with industry standards.

• Proactively identified at-risk customers and collaborated with senior leadership, Support, and Sales teams to craft tailored solutions that addressed key challenges, securing renewals and fostering long-term partnerships.

• Leverage analytics tools such as Tableau, Pendo, and Datadog to track renewal trends, forecast outcomes, and drive data-informed decisions, ensuring strategies are customized to meet each customer’s unique needs. Senior Manager- Customer Success & Renewals (Americas) Delinea February 2022 - February 2024, US, DC, Washington

• Earned multiple President’s Club awards by surpassing $340M in team ARR and boosting retention to 96%.

• Optimized Gainsight and ChurnZero platforms to map customer journeys and implement standardized interventions, improving onboarding, lifecycle engagement, adoption maturity, and acceleration initiatives.

• Managed cross-functional internal teams and nurtured relationships with key stakeholders at major accounts including Johnson & Johnson, JP Morgan, Procter & Gamble, and Bank of America.

• Acted as a customer advocate by channeling feedback to influence organizational goals and product roadmaps in collaboration with product management leaders, enhancing the overall customer experience.

• Developed strong, personalized relationships with key stakeholders at all levels, focusing on their unique use cases and delivering tailored technology best practices to meet business objectives and overcome challenges.

• Leveraged data analytics from multiple internal systems to generate actionable insights that empowered customers to achieve their business goals.

• Provided accurate weekly ACV reporting to senior leadership during global forecast calls, utilizing Clari integrated with Salesforce (SFDC) for real-time pipeline visibility and insights.

• Executed strategies to increase net retention and drive revenue growth through cross-selling and upselling, collaborating with sales leadership to achieve a 25% conversion rate on customer success–generated warm leads.

• Led Quarterly Business Reviews to strengthen client relationships, deepen executive engagement, demonstrate ROI, clarify strategic direction, reduce contract questions, and build trust with decision-makers.

• Demonstrated strong executive presence with the ability to simplify complex technical and functional concepts into clear, business-focused communication.

Manager, Renewals

Thycotic-Centrify-Delinea September 2016 - February 2022, US, DC, Washington

• Closed $100M in ARR and facilitated Thycotic's $1.6B sale to TPG, achieving an 11.6X revenue multiple.

• Mentored team through structured coaching and development to help them execute and exceed goals

• Established upfront agreements with Fortune 500 buyers, avoiding concessions and safeguarding annual uplift with companies like Chevron, Adobe, Deloitte, IBM, Netflix, PayPal, etc.

• Integrated CPQ into SFDC CRM, streamlining product configuration, pricing, and quote generation for future IPO readiness

• Developed Time Value of Money training program for ACV vs TCV contract types, emphasizing recurring revenue metrics such as ARR, NRR

• Used deep understanding of value drivers in recurring revenue business models and the importance of being an internal advocate for customers to increase strength of solution alignment.

• Audited thousands of customer asset portfolios, including perpetual on-prem, subscription, and SaaS Cloud IDs

• Managed customer activity, identified risk and growth opportunities, and partnered with internal teams to provide context for expansion opportunities

Sales Manager

Metalogix-Quest June 2015 - August 2016, US, DC, Washington

• Build, monitor, and optimize sales pipelines within my sales team for sustained flow of qualified opportunities

• Translate business goals into actionable territory plans driving new business growth

• Conduct virtual proposal reviews using GoToMeeting, Zoom, Webex with key stakeholders

• Proactively mentor and develop young professionals, fostering a passion for sales

• Navigate customer organizational structures to identify and build relationships with executives and partners

• Recruit, hire, and retain top talent to drive team success. EDUCATION

George Mason University Fairfax, VA

George Mason University • US, VA, Fairfax • 2007

• Bachelor of Science, Management 2003 - 2007

SKILLS

SPECIALIZED TRAINING

• Currently working on Microsoft AZ-900, AWS Certified Cloud Practitioner Certification

• Gainsight NXT Associate Admin Certificate 2023

• Challenger Sales Training, 2014

• Solution Selling Methodology, 2013

• Sandler’s Professional Advantage, The Sandler Institute, 2012, 2017

• Miller Heiman Professional Sales Training, 2016

• Making the Executive Connection, Mandel Communication, 2011 SOFTWARE SKILLS AND PROFESSIONAL ATTRIBUTES

• Proficient in Salesforce, Gainsight, Tableau, Gong, Clari, Confluence, Trello, Netsuite, ChurnZero, DocuSign, Qualified, IronClad, Slack, Workday, Zendesk, ZoomInfo, Lexion, Zoom, Hubspot, Pendo, Asana, Stripe, Google Suite, Adobe-Marketo, Oracle-Eloqua, Datadog, Jama, Jira, and Visio.

• Process-oriented with expertise in BI reporting and data analytics.

• Skilled in coaching teams for peak performance and achievement.

• Proficient in delegation and prioritization using David Allen’s GTD Methodology.

• Demonstrated leadership, work ethic, and self-driven with a people-centric mindset

• Strong strategic, analytical thinking, and decision-making abilities with a focus on continuous improvement

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