Customer Success Manager

Summary

Aria Kamyab

*** ******** ** • Buffalo, NY 14221

716-***-**** • ********@*****.***

Strategic, results-oriented Customer Success leader with deep SaaS and enterprise onboarding experience and leads complex implementations, drives product adoption through data insights, and builds executive trust to convert customers into advocates while aligning Product and Engineering around measurable customer outcomes.

Experience

Customer Success Manager – Strategic, Modo Labs June 2021 – Present

• Reversed churn risk across multiple enterprise clients by overhauling app experiences, driving adoption gains of up to 50% and renewing long-term partnerships.

• Partnered with clients to uncover expansion opportunities and execute targeted adoption campaigns, expanding ARR 15% year-over-year.

• Collaborated with Product, Marketing, and Support to implement lifecycle strategies that increased adoption 30% and improved retention to 95%+.

• Served as team lead and ran regular office hours for CSMs, offering hands-on coaching, product walk-throughs, and escalation support.

• Led customers through the entire lifecycle, from onboarding and adoption to renewal and expansion, aligning cross-functional teams to deliver a seamless experience and sustained business outcomes.

• Built relationships across executive and operational stakeholders to accelerate decision cycles and adoption.

• Leveraged analytics and customer insights to identify adoption trends, shape success strategies, and influence roadmap priorities aligned with client goals. Technical Customer Success Manager, Enervee July 2020 – June 2021

• Reduced partner launch timelines 40%, delivering 12 utility implementations in 11 months and accelerating time-to-value.

• Increased active user adoption 28% by creating training programs and onboarding flows used by 8 partners.

• Cut support ticket volume 22% through self-serve resources and documented onboarding playbooks.

• Led API integrations for 8 partners, cutting data-delivery errors 35% and integration time 30%, and streamlined authentication and reporting workflows to improve partner experience.

• Prioritized and closed 10 product requests from partners, contributing to a 14% improvement in platform usability metrics.

• Drove a 15-point increase in partner CSAT by coordinating cross-functional responses and proactive health checks.

• Bridged the gap between customer feedback and product innovation by translating qualitative insights into UX enhancements that improved engagement and informed roadmap priorities. Account Executive, Gelia November 2019 – April 2020

• Drove $320K in new revenue selling marketing and digital solutions to B2B clients over a 5 month period, closing 8 deals and averaging $40K per contract.

• Developed and maintained strong relationships with key client stakeholders at senior and mid- management levels.

• Analyzed customer initiatives, future project plans, expansion activities, and competitive offerings to develop solutions and create new business opportunities.

• Assisted with the onboarding of new marketing technologies, such as Salesforce, Amazon Web Services, and Oracle Responsys for clients.

• Identified potential clients for the company in target markets, conducting research on prospective clients' businesses.

• Worked with Creative and Media departments to discuss roles launch promotions such as banner and seasonal video ads.

Account Operations Manager, Synacor March 2019 – November 2019

• Managed 30+ accounts - upsold additional services to 18% of clients and grew active subscribers by 10%.

• Collaborated with Ad Ops and Product Ops on 20 campaign activations for AT&T, Verizon, and CenturyLink which achieved a 12% CTR increase and higher ad revenue.

• Presented insights, data, and campaign metrics during client meetings and QBRs.

• Delivered Health of Account reports to Executive Leadership and Operations.

• Forecasted overall account revenue and health by product line and region.

• Managed day-to-day project coordination, ensuring accurate execution and review of new and revised projects before sending to clients.

• Monitored and reported campaign status to key stakeholders, including external and internal campaign multiple client sites.

Customer Success Manager, Synacor February 2016 – March 2019

• Collaborated with cross-functional team members to translate business needs and product requirements into new customer solutions, driving revenue growth.

• Led business reviews and managed the progress of monthly/quarterly initiatives, communicating updates to stakeholders.

• Developed and sold new services to existing accounts to drive revenue growth. Skills

Salesforce, HubSpot, Zendesk, Freshdesk, Customer Retention, Jira, Backlog & Release Management, Agile Methodologies, SQL, Postman, Notion, UserTesting, Data Analysis, Market Analysis, REST APIs, Python, Django, JavaScript, HTML, Figma, Adobe Photoshop, Experience Cloud, Natural Language Processing (NLP), Generative AI tools (ChatGPT, Copilot, Claude, Bard), Zapier, Trello, Mailchimp, G Suite, Microsoft 365, Slack. Education

University of Buffalo, SUNY, Buffalo, NY

Master of Business Administration Dec 2025

University of Buffalo, SUNY, Buffalo, NY

Bachelor of Science, Major: Mechanical Engineering Dec 2018

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