Hi, I’m
Nazleen Nizar
Dubai
Summary
Experienced Senior Manager specializing in Operations & Strategy, dedicated to enhancing Customer Experience.Expertise in leadership, innovation, and operational efficiency. Recognized for strong leadership, strategic acumen, and adept customer community management skills.
Overview
9
years of professional experience
Work History
Rare Globex
Senior Manager- Customer Success & Retention
08.2024 - Current
Job overview
- Lead end-to-end customer lifecycle management from onboarding through retention to ensure consistent and seamless customer experiences.
- Design and optimise CRM-driven customer communication frameworks to improve engagement and service efficiency.
- Analyse lifecycle performance metrics, customer feedback, and service data to identify experience gaps and drive continuous improvement.
- Increased customer revenue by 20% through lifecycle-based engagement and retention initiatives.
- Collaborate with cross-functional teams to ensure customer communications align with brand standards, service policies, and compliance requirements.
Think & Learn Pvt Ltd
Senior Customer Success Manager
12.2020 - 07.2024
Job overview
- Headed a customer engagement team of 70 members, including 3 Associate Senior Managers achieving quality improvements and enhancing customer experience.
- Owned customer lifecycle strategy across onboarding, engagement, renewals, and retention for a large customer base.
- Designed and optimised CRM-driven customer communication frameworks using Salesforce and Zoho CRM to manage onboarding, engagement, retention, and renewal journeys, improving service efficiency and lifecycle visibility.
- Increased active customer adoption by 40% through targeted lifecycle interventions and digital engagement initiatives.
- Implemented Voice of Customer (VoC) and NPS programs, resulting in a 40% improvement in NPS.
- Partnered with product, sales, finance, and operations teams to align customer communication strategies with business goals.
- Delivered lifecycle performance insights and dashboards to leadership using Salesforce and CRM analytics to support strategic decision-making.
Think & Learn Pvt. Ltd
Customer Success Manager
12.2019 - 12.2020
Job overview
- Headed a team of 32 Customer Success Representatives overseeing a portfolio totalling 17 Crore INR for SaaS products like Epic, Tynker, Byju's, Osmo and Whitehat Junior, thus elevating customer satisfaction and problem-resolution
- Created a dedicated grievance team, resulting in a 94% client resolution rate and reducing service disruptions by 25%.
- Conducted strategic review meetings to identify upsell opportunities, resulting in a 20% increase in upsell revenue.
- Spearheaded cross-functional improvement projects, enhancing operational efficiency by 25%.
- Launched a Voice of Customer (VOC) program, resulting in a 20% increase in actionable feedback and a 15% improvement in service quality.
- Monitored team performance and Conducted comprehensive training sessions, resulting in a 30% increase in productivity.
- Reduced service disruptions by 25% through early issue detection and prompt resolution.
Think & Learn Pvt. Ltd
Manager-Priority Support and Retention
01.2018 - 12.2019
Job overview
- Led a team of 32 Customer Success Representatives, enhancing customer satisfaction and problem-resolution capabilities.
- Managed high-priority customer segments with a strong focus on retention, escalations, and customer satisfaction.
- Leveraged strong interpersonal skills to influence key stakeholders, resulting in 20% increase in client satisfaction scores.
- Conducted root cause analysis on churned customers to improve retention insights by 40%.
- Delivered lifecycle-based upsell and cross-sell initiatives generating INR 14 lakh per month in incremental revenue.
- Ensured customer communication and service delivery complied with internal policies and quality standards.
Think & Learn Pvt. Ltd
Business Development Manager
08.2016 - 01.2018
Job overview
- Successfully qualified leads through cold calling(120-150 calls/day), email outreach, and attendance at education industry events that resulted in onboarding 12+ customers every month
- Maintained a consistent track record of meeting targets, achieving a monthly target of 3.3 lakhs INR, contributing 1.60 Crore INR in revenue with a refund/cancellation rate of under 2%
- Improved overall customer service experience, leading to higher engagement and organic growth
- Actively tracked Sales Funnel to generate 25% of revenue through upselling, cross-selling and providing referral incentives to our existing users in off-seasons
- Managed sales pipeline, from lead generation to closure, maintaining accurate records and timely follow-up.
Education
Department of Management Science, Kannur University
MBA
Calicut University
B.Tech
Skills
- Customer Lifecycle Management (Onboarding, Engagement, Retention)
- CRM Platforms (Salesforce, Zoho CRM, Freshdesk)
- Customer Lifetime Value (CLV) Optimisation
- Retention & Renewal Strategy
- Client Relationship Management
- Team Management
- Decision-Making
- B2B SaaS Expertise
- Strategic Planning & Execution
- Root Cause Analysis
- Cross-Functional Collaboration
Languages
English
Proficient
C2
Hindi
Proficient
C2
Malayalam
Bilingual or Proficient (C2)
Timeline
Senior Manager- Customer Success & Retention
Rare Globex
08.2024 - Current
Senior Customer Success Manager
Think & Learn Pvt Ltd
12.2020 - 07.2024
Customer Success Manager
Think & Learn Pvt. Ltd
12.2019 - 12.2020
Manager-Priority Support and Retention
Think & Learn Pvt. Ltd
01.2018 - 12.2019
Business Development Manager
Think & Learn Pvt. Ltd
08.2016 - 01.2018
Calicut University
B.Tech
Department of Management Science, Kannur University
MBA