Abdul Muzammil Saleem
Hyderabad
Summary
Results-driven Customer Success Manager with a strong track record of managing enterprise SaaS accounts, ensuring customer satisfaction, and driving product adoption and retention. Currently overseeing a portfolio worth over $14M in ATR, supporting clients using Process Runner and Atlas CRM. Proven expertise in onboarding, renewals, escalations, and aligning customer goals with business outcomes through strategic account planning. Skilled in stakeholder communication, cross-functional collaboration, and leveraging tools like Salesforce, Excel, and Power BI for reporting and insights. Adept at navigating complex customer environments and delivering long-term value through proactive support and solution-oriented engagement. Seeking a CSM role in a forward-thinking organization, with a focus on opportunities in the Middle East.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Insightsoftware
02.2025 - Current
- Manage a $14 million USD book of business, specializing in Process Runner and Atlas.
- Leverage expertise in Salesforce reporting and data analysis to deliver actionable insights and improve account health.
- Drive product adoption, customer retention, and revenue growth through proactive account management and strategic engagement.
- Collaborate with cross-functional teams to resolve customer escalations, enhance processes, and ensure customer satisfaction.
- Identify and address gaps in processes and technology, enabling scalable customer success and operational efficiency.
- Conduct data-driven analysis to provide strategic recommendations and improve overall customer outcomes.
- Created customer support strategies to increase customer retention.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Customer Success Analyst
Insightsoftware
01.2024 - 01.2025
- Manage customer success cases in the internal CRM system, including churn escalations and price negotiations.
- Adjust renewal quotes within Salesforce CPQ for customer review.
- Collaborate with sales, product, accounting, and other internal teams to resolve customer issues.
- Escalate concerns that may impact maintenance contract renewals.
- Address issues related to SaaS-based Financial Planning and Reporting products.
- Work with the leadership team on a project to improve revenue forecasting and ARR reporting.
- Review and correct Salesforce data, and advise the Power BI team on logic updates for accurate reporting.
- Developed comprehensive knowledge of product offerings, enabling prompt assistance for clients'' inquiries.
- Leveraged CRM tools to track customer interactions, maintaining accurate records for future reference and analysis purposes efficiently.
Senior Executive Customer Success
Foundit (Formerly Monster.com)
02.2023 - 01.2024
- Took responsibility for managing and nurturing client relationships, ensuring their successful onboarding, training, and continued adoption of our products and services.
- Achieved an impressive 93% Client retention rate and consistently maintained a high level of Client satisfaction.
- Fostered trusted advisor relationships with clients, resulting in strategic partnerships that continuously delivered value from our products and services.
- Developed and executed Client success strategies, collaborating with the creative team to create Client support content, leading to a remarkable 95% increase in Client satisfaction scores (C-SAT).
- Collaborated with both internal and external senior-level management to understand customer needs, identify growth opportunities, and share insights.
- Tracked and analyzed customer success metrics, including customer retention rate, upsell/cross-sell opportunities, and overall customer health.
- Onboarded new clients and completed product training for them within a week of sale.
- Successfully executed multiple cross-sell and upsell opportunities with existing customers.
- Transforming the customer outreach methodologies for the Customer Success team, as well as supporting leadership in the ARR project.
Customer Success Associate
Mkonnekt
06.2022 - 02.2023
- Played a primary role in supporting Dezi App using various customer support tools and processes.
- Handled customer inquiries courteously and efficiently, consistently maintaining logs and documentation.
- Established internal SLAs based on known issues, streamlining processes and enhancing customer satisfaction.
- Generated Daily/Weekly/Monthly reports, providing valuable insights for data-driven decision-making.
- Managed escalations by prioritizing issues and ensuring prompt resolution.
- Prepared SOPs comprising lists of known issues and steps for resolution.
Executive-Subject Matter Expert
StarTek
05.2021 - 06.2022
- Reviewed and revised sustainability proposals or policies.
- Provided support to Zomato users via calls and chat.
- Created and maintained a database of customer accounts.
- Trained and supported new team members to go live and resolve customer queries.
Education
Bachelors of Business Administration - Finance
Osmania University
07.2022
Intermediate - undefined
Tapasya Institute for CA and Business Studies
06.2019
Skills
- Salesforce CRM (Proficient in Salesforce, Reports & Dashboards)
- MS Office Suite (Excel, PowerPoint – highly valued for reporting and presentations)
- Customer Onboarding
- Customer Account Management
- Client Relations / Relationship Building
- Customer Interaction & Support
- Client Retention
- Upsell & Cross-sell Strategy
- Complaint Resolution & Escalation Handling
- Cross-functional Team Coordination
- Strategy Development
- Training and Development
Certification
- Lean Six Sigma White Belt
- Six Sigma Yellow Belt
- Level 1 Associate Certification – Process Runner
LANGUAGES
English
Hindi
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Achiever of the Quarter Q3 2024
- Kudos Award: Recognized for contributing valuable insights and successfully transforming the customer outreach methodologies for the Customer Success team, as well as supporting leadership in the ARR project.
- Bright beginner Award
Work Preference
Work Type
Full TimeWork Location
On-SiteHybridImportant To Me
Career advancementCompany CulturePersonal development programsTeam Building / Company RetreatsSoftware
Salesforce
Totango
MS Office Suite
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Success Manager
Insightsoftware
02.2025 - Current
Customer Success Analyst
Insightsoftware
01.2024 - 01.2025
Senior Executive Customer Success
Foundit (Formerly Monster.com)
02.2023 - 01.2024
Customer Success Associate
Mkonnekt
06.2022 - 02.2023
Executive-Subject Matter Expert
StarTek
05.2021 - 06.2022
Intermediate - undefined
Tapasya Institute for CA and Business Studies
Bachelors of Business Administration - Finance
Osmania University
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