Abdul Samee
Bengaluru,
Summary
- Enterprise Customer Success Manager with 7+ years of experience managing high-value SaaS accounts across US markets.
- Proven track record of driving retention, expansion, and product adoption by partnering with executive stakeholders and aligning solutions to business outcomes.
- Skilled in leading end-to-end customer lifecycles from complex onboarding and API integrations to strategic account management and growth initiatives. Adept at translating technical capabilities into business value, mitigating churn risk, and maximizing customer lifetime value.
Overview
11
11
years of professional experience
Work History
Tech CSM
Adit
Bangalore
09.2023 - Current
- Driving client satisfaction, platform adoption, and long-term retention in a fast-paced healthcare tech environment.
- Actively bridging the gap between product capabilities and client needs through technical leadership, proactive support, and API integration expertise.
- Managed onboarding of B2B clients through API setup, data migration, and user training, ensuring smooth go-lives and enhancing early-stage adoption.
- Drove cross-functional collaboration with product and engineering teams to deliver client-focused solutions, ensuring alignment and timely delivery.
- Analysed churn drivers and developed proactive strategies that strengthened client retention and engagement.
- Led MBRs and QBRs to align with client objectives, collect actionable product feedback, and identify opportunities for upsell and cross-sell.
- Adopted a proactive approach to account management, maintaining high NPS/CSAT and minimizing churn.
- Resolved high-priority escalations by delivering solution-focused outcomes and effectively articulating the product’s value to restore client confidence.
- Simplified complex technical concepts for clients, ensuring clear understanding and effective communication.
Assistant Manager - Customer Success
Think & Learn Pvt LTD
05.2021 - 09.2023
- Oversaw client support processes and maintained high levels of customer satisfaction.
- Collaborated with various teams to enhance product offerings and retention strategies.
- Focused on data analysis to understand customer behavior and improve service delivery.
- This role involved collaborating with various teams to enhance product offerings and retention strategies.
- Analyzed customer feedback and metrics to drive product enhancements.
- Additionally, a focus on data analysis was vital for understanding customer behavior and improving service delivery.
- Coordinated training sessions for the support team to improve knowledge and performance.
- Tested new app releases and updates to facilitate smooth rollout and minimal user disruption.
- Acted as the bridge between the support team and development team, providing user insights and feedback for feature enhancements.
Tech Associate
Think & Learn Pvt LTD
05.2018 - 05.2021
- Delivered first-line technical support, resolving app-related issues to enhance user experience.
- Identified and escalated system bugs and feature malfunctions to product and engineering teams, ensuring timely resolution and user satisfaction.
- Provided platform onboarding and setup assistance, improving user retention and reducing support queries.
- Identified and escalated system bugs and feature malfunctions to product and engineering teams, ensuring timely resolution and user satisfaction.
- Created weekly reports on support metrics and user feedback, enabling leadership to make data-informed decisions.
Tech Intern
BYJUS - The Learning App
01.2015 - 05.2015
- Conducted user acceptance testing (UAT) for new platform modules, identifying usability issues and edge-case bugs.
- Executed functional testing for new features and mobile app updates, contributing to seamless rollouts.
- Worked cross-functionally with customer success, product, and engineering teams to understand end-to-end user journeys.
Education
Master of Computer Applications -
Bangalore University
Bangalore07-2018
Bachelor of Computer Applications -
Karnataka University
Dharwad09-2015
Skills
- Customer success and advocacy
- Client onboarding and engagement
- Strategic account management
- Customer health and churn strategies
- CRM expertise
- Product adoption strategies
- Cross-functional collaboration
- API integration
- Project management
- Enterprise account management
Timeline
Tech CSM
Adit
09.2023 - Current
Assistant Manager - Customer Success
Think & Learn Pvt LTD
05.2021 - 09.2023
Tech Associate
Think & Learn Pvt LTD
05.2018 - 05.2021
Tech Intern
BYJUS - The Learning App
01.2015 - 05.2015
Master of Computer Applications -
Bangalore University
Bachelor of Computer Applications -
Karnataka University