Customer Success Manager & Team Lead with over 4 years of experience in B2B SaaS, specializing in managing Enterprise and mid-market customers. Proven track record in full customer lifecycle management, retention, and revenue growth. Led a team of Customer Success Managers, driving process improvements and professional development. Adept at building strong client relationships, strategic upselling, and cross-functional collaboration. Motivated by delivering value, optimizing performance, and supporting scalable business growth. Aspires to further develop leadership skills and drive impactful customer outcomes in dynamic SaaS organizations.

Led and mentored a team of 3 Customer Success Managers across global Enterprise and Mid-Market accounts. Provided ongoing guidance, performance feedback, and professional development to improve customer-facing skills and outcomes. Served as the primary point of contact for complex customer issues, managing and resolving them with quick and effective solutions. Led initiatives to optimize workflows and implemented process improvements, increasing team efficiency and productivity. Onboarded and mentored new team members, providing training and continuous mentoring to accelerate their integration and growth. Represented the company at international conferences, strengthening client relationships and supporting business growth.

Team Leader Customer Success Manager

Managed a portfolio of 20+ Enterprise and mid-market customers in a B2B SaaS environment, serving as the primary customer-facing point of contact. Led end-to-end customer lifecycle activities including onboarding, ongoing account management, renewals, and expansion. Built strong, long-term relationships with key stakeholders, ensuring high customer satisfaction, retention, and advocacy. Managed customer data and workflows using internal CRM system, ensuring accurate tracking, reporting, and customer insights. Monitored and analyzed customer KPIs and usage data to identify risks, drive adoption, and uncover growth opportunities. Drove 30–100% revenue growth across managed accounts through strategic upselling and performance optimization. Managed client budgets ranging from $50K–$300K per month, based on data insights and ROI analysis. Collaborated cross-functionally with Sales and Marketing teams to align customer goals, improve processes, and support scalable growth.

Customer Success Manager

Provided service in Study funds and provident funds.

Service representative

Planned, organized, and executed various events, such as external visits, daily activities, and annual events.