FARHAN ASIM
Associate Director (Sr Manager) Customer Success
Bengaluru
Summary
Achievement-oriented professional with over 22 years in Customer Success and Sales, including 10 years in leadership roles. Proven track record in enhancing customer experience, driving adoption, and increasing sales through innovative strategies. Successfully built Customer Success and Renewal teams from scratch, achieving high employee retention rates and consistently receiving Top Performer Awards for exceeding sales quotas. Extensive experience managing key accounts for major corporations, leveraging CRM applications to optimize customer relations and deliver high-value services.
Overview
23
23
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Associate Director (Sr Manager): Customer Success Management
Deltek-Replicon
01.2021 - Current
- Spearheading a team of 20 CSMs that includes 1 manager and 2 Team Leads that manages around $30 mil from around 2000 accounts located globally (predominantly in NA and EMEA).
- The CSM team is responsible for Customer On-Boarding, Retention, Customer Adoption, Churn Management, Net Growth in their Book of Business.
- Hire, train and manage a team of Customer Success Managers to oversee full customer life-cycle from pre-sales, on-boarding, ramp and growth.
- Devised and implemented processes for smooth client on-boarding, churn management and upsell/cross-sell.
- Motivating & guiding the team to attain quarterly sales quota, customer retention and account management.
- Work with stakeholders in the accounts to ensure that each business objective is supported by a strong value story while driving/influencing the development of a measurement plan and tracking its impact.
- QBRs with customer Exec team to align their business objectives with Replicon offerings.
- Maintain an understanding of customers’ immediate, short and long term business needs in order to protect, retain and increase ROI and plan advocacy & retention strategies.
- Achieve referenceable status with each customer who can speak to a specific ROI that has been accomplished and be a reference for prospects.
- Track and analyze performance for regional book of business to ensure all accounts are meeting or exceeding sales plans.
- Ensuring churn is well within the limits and forecasts are met with the best possible accuracy that was predicted on weekly, monthly and quarterly basis.
- Forecasting quarterly numbers with more than 90% accuracy.
- Collaborate with cross-functional teams (sales ops, support, product development/management, saas ops & marketing) to provide appropriate solutions to the customer leading to retention and upsell.
- Assisting CSMs and sales to drive/close deals and retain customers by getting on customer calls, maintaining churn within specified limits and ensuring customers have an excellent experience.
- Highlights:
- Proficient in Salesforce and Gainsight. Have built multiple workflows in SF and GS for renewal forecasting and risk management.
- Ensured that there was minimal churn during the pandemic by coming up with flexible options for customers that allowed them to continue using our solutions but also not feel the pinch of the slow-down.
- Post covid, led the team to a successful 2021-22 with record performance and making the business profitable.
- Have been overachieving targets and quota YoY.
- Successfully positioned our new product Polaris PSA and ZeroTime with the targeted customer base generating substantial revenue from these transactions.
- Hired and mentored new manager and team leads.
- Initiated new onboarding process where CSMs work closely with the implementation team and the customer to ensure the implementation is successful and the customer is here to stay for longer duration.
- Have executed and implemented strategies and processes for enhancing efficiency and results in the CS org that have been adopted in the larger CS or across Deltek.
- Selected for Deltek leadership program in 2025 to be coached & mentored for the next role. Only 2% of the workforce get selected for this program every year.
- Spearheaded the hiring of new renewals team and developed processes for the team to hit the ground running.
Manager/Sr. Manager: Customer Success Management
Replicon
01.2016 - 12.2020
- Was managing SMB team with $19 mil book of business and a team size of 12.
- Devised and executed strategies around upsell and customer retention for FY17 & FY18 that yielded substantial results where the segment in question churned 40% less in 2017 compared to 2016 and 25% less in 2018 compared to 2017.
- Repeated excellent retention rates in 2019 which saw the churn reduce by a substantial margin.
- Came up with New Customer Adoption plan to make sure the Customer, Sales Team, Implementation and CSMs are on same page and the customer’s objectives are met.
- Initiated internal liaison program where the CSMs work with Sales, Solution Engineers, Implementation, Renewals and Support to identify new opportunities and retain customers.
- QBRs for all high value accounts to make sure they are getting most out of their investment in Replicon and understand where their business is headed and propose the right solutions.
- Liaising with senior management; streamlining workflow among internal teams for a pleasant customer experience.
- Brought in Customer Lifecycle plan to make sure the customer’s requirements are met and milestones are covered so that they realize the intended ROI by using Replicon.
- Gaining referral business from happy customers by streamlining the NPS process and improving Net Promoter Scores.
- Brought in new NPS program to guage customer sentiment and get feedback resulting in churn control.
- Led the team to overachieve target by 150% in 2017 considering customer retention and net growth as key parameters.
- Launched sales training program for CSMs to identify upsell opportunities that helped attaining the net growth quota.
- The team overachieved it’s targets on net growth by 130% for 2018 and 120% in 2019.
Sr. Account Manager
Replicon
11.2012 - 12.2015
- Acted as a trusted advisor and assisted customers with their requirements and proposed appropriate solutions to meet their business needs
- Ensure net growth by controlling churn and identifying new opportunities within the book of business.
- Recognized different departments within the assigned accounts for cross-selling Replicon’s offerings
- Coordinated with C-level executives on a regular basis for meeting their requirements & expected outcome
- Provided insightful solutions to marketing team to develop sales campaigns and material
- Highlights:
- Contributed in growing accounts from 0-100 licenses up to 200+ licenses. (Replicon Follows License Based Model)
- Bagged Trailblazer Award for consistently overachieving targets (more than 125%) for both FY’13 & FY’14 and recognized as the only account manager to win this award 2 years in a row
- Recipient of Top Achiever Awards for Q1, Q2, Q4 FY15 and Q1 FY16
- Retained customers that were leaving for a competitor and accelerated revenue from the accounts by selling additional modules
- Ensured timely resolution of issues/concerns in collaboration with support & implementation team for customer delight
- Performed forecasting with accuracy of over 90% quarter on quarter
Senior Business Development Consultant
Oracle Corporation
07.2010 - 11.2012
- Ensured Technology Business Development in Enterprise Accounts that includes Core Technology, Databases, Fusion Middleware, Oracle’s SaaS Offerings, Application Server, Business Intelligence and Security Products
- Increased Oracle’s footprint in install bases and bringing Net New Customers to Oracle’s Product Portfolio
- Worked on tools such as Jigsaw, Hoovers and LinkedIn for prospecting
- Organised in-territory workshops & webinars and attracted customers to attend them for new business relationships
- Liaised with field teams for maximum territory coverage and attracting new business/closing deals
- Operated with different organizations within Oracle to unearth opportunities with Greenfield territories and different industry verticals
- Attended Sandlers Selling Methodology Course
- Highlights:
- Delivered 100% - 130% of revenue every quarter since joining
- Developed creative initiatives to increase team performance, resulting in 40% increase in overall team performance
- Functioned with different pillars like partners and other teams including Embedded Global Business Unit (EGBU), Applications and Hardware (Sun) to increase territory penetration
- Forecasting with accuracy of over 90% on Weekly/Monthly/Quarterly
Senior Executive- Business Development
Digital Nirvana Inc.
03.2009 - 07.2010
- Core member in bringing business worth approximately $500000 in recurring income for the company since joining
- Successfully built a strong business pipeline in the areas of back-end support for Media (Newspaper, Television & Radio) Industry & Content Moderation (Social Media) along with the sales of a signature product from Digital Nirvana Inc. within 2 months of joining
Business Development Executive
SLK-Global
11.2006 - 02.2009
Business Development Executive
Logix Microsystems (P) Ltd.
01.2006 - 09.2006
Sales Representative
24/7 Customer (P) Ltd.
03.2004 - 01.2006
Training Supervisor
RingIndia Infotech (P) Ltd.
03.2003 - 02.2004
Education
M.A - English
Kuvempu University
Shimoga01.2008
Skills
~ Customer Success Management
PERSONAL DETAILS
- Date of Birth: 21st August 1978
- Languages Known: English, Hindi, Urdu and Kannada
- Address: Arekere Mico Layout Bannerghatta Road Bengaluru – 560076, Karnataka
- US Visa: B1/B2 (Valid until Oct 2026)
Accomplishments
Have been the only individual in CS team to have won the Trailblazer award 2 years in a row while in IC role.
Have been the only manager to have less than 5% attrition in the team throughout my leadership career of 10 years in Deltek.
Hired and built a new renewal & growth team from scratch.
Promoted 2 people from my team into a manager role and a team lead role with 2024.
Have been part of the highly coveted CARES leadership program in Deltek which only 10% of managers get to attend and complete.
Part of the panel to design and implement KPIs and metrics for the CS org.
Certification
Gainsight Certified CS Leader
Timeline
Gainsight Certified CS Leader
12-2024
Associate Director (Sr Manager): Customer Success Management
Deltek-Replicon
01.2021 - Current
Manager/Sr. Manager: Customer Success Management
Replicon
01.2016 - 12.2020
Sr. Account Manager
Replicon
11.2012 - 12.2015
Sandler Certified Sales Professional
12-2010
Senior Business Development Consultant
Oracle Corporation
07.2010 - 11.2012
Senior Executive- Business Development
Digital Nirvana Inc.
03.2009 - 07.2010
Business Development Executive
SLK-Global
11.2006 - 02.2009
Business Development Executive
Logix Microsystems (P) Ltd.
01.2006 - 09.2006
Sales Representative
24/7 Customer (P) Ltd.
03.2004 - 01.2006
Training Supervisor
RingIndia Infotech (P) Ltd.
03.2003 - 02.2004
M.A - English
Kuvempu University