B. Mohammed Zaid Farish
Bangalore
Summary
Dynamic Customer Success professional with proven experience in SaaS account management and leadership in fast-paced consumer brands. At Powerplay, managed 50+ subscription accounts, improving adoption, retention, and module usage through structured review calls, training, and collaboration with product and engineering teams. Previously served as Team Lead at boAt Lifestyle, handling escalations, driving operational improvements, training teams, and achieving SLA targets. Strong ability to build relationships, manage escalations, optimize processes, and deliver measurable customer value.
Overview
6
6
years of professional experience
Work History
Customer Success Manager - Training & Retention
PowerPlay
02.2025 - Current
- Managed 50+ subscription accounts, ensuring long-term retention and high product adoption.
- Drove weekly client engagement, identifying risks and proactively enabling adoption growth.
- Delivered training & onboarding sessions for site engineers, project managers, and accountants.
- Resolved product-related queries via calls, email & virtual meetings, ensuring seamless experience.
- Conducted monthly review calls to drive product utilization and strengthen business outcomes.
- Collaborated with Product & Engineering teams, raising BRB & DIB feature requests via Jira.
- Contributed to churn reduction and retention increase through strategic engagement.
- Enabled upsell opportunities by onboarding clients onto additional modules.
- Created performance reports and adoption insights for continuous customer success improvement.
Team Lead - Partnership Support
BoAt Lifestyle (imagine Marketing Private Limited)
03.2023 - 02.2025
- Led & trained a 15-member L1 escalation team handling inbound, outbound & email support.
- Improved team performance through quality audits, SOP creation & regular coaching.
- Collaborated with Sales & Marketing to resolve partner issues and achieve SLA targets.
- Managed order-related escalations (warranty, delivery, logistics, distributor & retailer issues).
- Utilized CRM tools (Sprinklr, Kapture, Freshdesk) for workflow optimization.
- Delivered daily/weekly performance reviews and actionable insights through reports.
- Vendor relationship management,
Senior executive - Escalation
Brandstudio lifestyle private limited
07.2022 - 03.2023
- E-commerce background, Managed inbound and outbound, Effectively handled email correspondence, Oversaw the processing of refund sheets, Worked on multiple panels concurrently, Addressed and resolved social media escalations, Engaged in daily analysis of Net Promoter Score (NPS) and Customer Satisfaction (CSAT) data, Executed tasks related to risk management, Utilized multiple Customer Relationship Management (CRM) tools for efficient workflow
Technical support
Altruist technology private limited
04.2021 - 06.2022
- Managed inbound and outbound calls in a technical support/chat process, Effectively handled email cases, Maintained Average Handling Time (AHT) standards, Ensured timely resolution of emails within stipulated Turnaround Time (TAT)
- Resolved 100 technical support inquiries call per day
Customer support executive
NIFS (Institute of fire engineering and safety management)
12.2019 - 03.2021
- Maintaining all admission work, Making data sheets, Maintaining records
- arrange meetings
Education
SSLC -
Government Higher Secondary School Vellalappatti
HSC -
Government Higher Secondary School Vellalappatti
B.A english -
Jairam Arts And Science Collage, Salem
Skills
- Customer Success & Account Management
- Client Retention & Upselling
- Team Leadership & Training
- Stakeholder Communication
- Technical & Product Support
- Process Optimization & SOP development
- Cross-Functional Collaboration
- Data Analysis & Reporting
- Jira, CRM Tools (Sprinklr, Kapture, Freshdesk)
- MS Office (Excel, PPT, Word)
- Decision-making
- Problem-solving
Languages
Tamil
English
Hindi
Urdu
Malayalam
Timeline
Customer Success Manager - Training & Retention
PowerPlay
02.2025 - Current
Team Lead - Partnership Support
BoAt Lifestyle (imagine Marketing Private Limited)
03.2023 - 02.2025
Senior executive - Escalation
Brandstudio lifestyle private limited
07.2022 - 03.2023
Technical support
Altruist technology private limited
04.2021 - 06.2022
Customer support executive
NIFS (Institute of fire engineering and safety management)
12.2019 - 03.2021
HSC -
Government Higher Secondary School Vellalappatti
B.A english -
Jairam Arts And Science Collage, Salem
SSLC -
Government Higher Secondary School Vellalappatti