MOHAMMAD AFFAN
New Delhi
Summary
Enterprise Customer Success professional with 12+ years of SaaS experience owning and growing complex, multi-stakeholder enterprise accounts across North America and EMEA. Proven at managing large books of business, consistently driving renewals and expansion, and leading executive-level engagements and escalations. Known for ideating, building, and refining business processes that improve customer outcomes, revenue predictability, and operational efficiency.
Overview
13
13
years of professional experience
1
1
Certificate
1
1
Artificial Inteligence
Work History
Senior Lead, Customer Success (Enterprise)
BrowserStack
Remote - Bangalore
06.2025 - Current
- Manage strategic global enterprise accounts including Google (Verily), Oracle, Uber, Snap, Autodesk, Salesforce, Tableau, Shopify, and Disney+ Hotstar
- Own an $8–10M USD quarterly enterprise book of business across Live, Automate, and Percy
- Deliver $300K USD in quarterly incremental ACV through disciplined renewal and expansion execution
- Drive renewals, expansion, and enterprise-wide product adoption across large, distributed customer teams
- Lead executive QBRs, MBRs, and structured Office Hours to drive value realization and roadmap alignment
- Run quarterly ESP Connects with senior stakeholders to strengthen executive sponsorship and long-term alignment
- Plan and execute onsite executive workshops and customer events for strategic enterprise accounts
- Serve as senior escalation owner for revenue-critical, high-impact enterprise customers
- Partner closely with Sales and Product on forecasting, account strategy, and enterprise roadmap influence
Senior Account Manager (North America)
Kaseya
Bangalore
08.2023 - 04.2025
- Owned about 60 enterprise and upper mid-market accounts.
- Delivered 40% quarter-over-quarter incremental revenue growth
- Led complex enterprise renewals and multi-product expansion negotiations
- Served as primary escalation owner for high-risk, high-value accounts
- Partnered with Sales leadership on forecasting and account planning
- Cultivated strong client relationships through regular communication and strategic consultations.
Customer Success Manager – Mid-Market & Enterprise (North America)
Adobe Inc.
Noida
06.2018 - 01.2023
- Owned a $6M USD quarterly book of business across enterprise and strategic mid-market customers
- Delivered 5–6% QoQ incremental revenue growth with 120%+ average attainment
- Led executive QBRs, long-term account planning, and value realization discussions
- Improved renewal rate to 91% through proactive risk identification and mitigation
- Reduced onboarding timelines by 33%, accelerating enterprise time-to-value
Territory Account Manager – India
Adobe Inc.
Noida
06.2015 - 06.2018
- Owned territory revenue across renewals, upsell, and expansion
- Consistently delivered 5-6% QoQ growth with 130%+ attainment
- Built executive relationships and acted as escalation owner for strategic accounts
- Multiple Annual Sales Achievement Awards
Account Development Manager – EMEA
Adobe Inc.
Noida
05.2013 - 06.2015
- Generated pipeline and expansion revenue across EMEA enterprise accounts
- Partnered with field sales on account strategy and opportunity execution
- Supported hiring, onboarding, and early-stage process development
Education
MBA - Sales & Marketing
Stratford University
DelhiSkills
- Enterprise Customer Success
- Strategic Accounts
- Renewals & Expansion
- Escalation Management
- SaaS Adoption
- Workflow development
- Cross-Functional Collaboration
- Problem-solving
Certification
- Diploma in Computer Applications
- Digital Marketing
- Artificial Intelligence
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Lead, Customer Success (Enterprise)
BrowserStack
06.2025 - Current
Senior Account Manager (North America)
Kaseya
08.2023 - 04.2025
Customer Success Manager – Mid-Market & Enterprise (North America)
Adobe Inc.
06.2018 - 01.2023
Territory Account Manager – India
Adobe Inc.
06.2015 - 06.2018
Account Development Manager – EMEA
Adobe Inc.
05.2013 - 06.2015
MBA - Sales & Marketing
Stratford University
Hobbies and Interests
- Music
- Sports
- Food & Travel
Achievements & Impact
- Drove a 10% improvement in renewal rates (to 91%) in FY21 by designing and implementing targeted CRM-driven CTAs and risk alerts, enabling proactive account management and early risk mitigation across the portfolio.
- Redesigned and streamlined the enterprise onboarding motion, reducing customer onboarding cycle time from 90 days to 60 days; received special recognition for strategy development and execution.
- Spearheaded and operationalized multiple strategic pilot programs, including EMEA Sales, Education Account Management, and Mid-Market Customer Success, contributing to scalable go-to-market and coverage models.
- Consistently recognized for revenue performance with Annual Sales Achievement Awards (2015–2022), including First MVP of the Quarter and multiple quarterly excellence recognitions.
- Formally recognized by senior leadership, including the VP and Adobe CEO Shantanu Narayen, for handling department-level and executive customer escalations with high business impact.