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Toheed A
@toheed_aslam
Customer Success Manager
Canada
Anglais
À propos de moi
Results-driven Customer Success and Engagement Manager with 15+ years of international experience in the technology sector. Proven ability to engage senior stakeholders, reduce churn, and deliver measurable business outcomes through proactive relationship management and success planning. Adept at navigating complex client needs across North America, Asia, and Europe to drive scalable, long-term partnerships. Known for strategic thinking, relationship management, and delivering measurable outcomes that support client success and business growth.
Compétences
Toheed A
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Expérience professionnelle
OpenBet
Temps plein • 4 yrs 5 mos
Senior Customer Success Manager
Mar 2023 - Mar 2025 • 2 yrs
* Led strategic engagement for key enterprise accounts, serving as the primary liaison with senior stakeholders to align on business goals and success metrics. * Facilitated quarterly business reviews (QBRs) and long-term success planning, driving client retention and multi-year renewal outcomes. * Developed tailored growth strategies resulting in expanded product adoption and increased annual account value. * Collaborated with Sales to identify and execute upsell and cross-sell opportunities, driving revenue growth through trusted client partnerships. * Acted as voice of the customer across internal teams (Product, Engineering, Support), influencing roadmap priorities and service delivery improvements. * Proactively resolved complex client escalations with a strategic, solution-oriented approach, preserving trust and long-term value. * Delivered strategic insights through data analysis, helping clients maximize product ROI and operational efficiency.
Customer Success Manager
Oct 2020 - Mar 2023 • 2 yrs 5 mos
* Successfully onboarded new clients across global markets, ensuring seamless implementation and reducing onboarding churn. * Managed day-to-day client relationships, ensuring high satisfaction through timely support and responsive issue resolution. * Tracked customer health using key metrics and behavioral data, identifying risks and implementing corrective actions to reduce churn. * Supported contract renewals by building value cases and coordinating with Account Management. * Conducted regular check-ins and feature walkthroughs to drive adoption and product engagement. * Captured and shared customer feedback to inform continuous product and service improvement. * Collaborated with Product and Engineering teams to troubleshoot issues and align technical solutions with customer needs.
Business Analyst
SG Digital • Temps plein
May 2017 - Sep 2020 • 3 yrs 4 mos
* Worked with customers, third-party vendors, engineering and product development teams across different locations to evaluate solutions against the customer needs. * Drove the projects through inception to delivery and managed stakeholders' expectations by maintaining effective communication. * Enhanced customer satisfaction by optimizing the internal business processes and suggesting process improvements on their side. * Optimized business processes to ensure quality, improve project turnaround time and enhance customer satisfaction. * Maintained strong, consistent and open communication channel with the stakeholders across the board to build trust and partnership. * Managed balance between catering to the requirements from customers and their impact on operations. * Worked with a team of business analysts to optimally prioritize and manage the customer needs within agreed upon timelines.
