Mo Choudhury
Leeds,West Yorkshire
Summary
Dedicated and seasoned Senior Manager in Customer Success, Sales, and Account Management with a proven track record in leading teams and driving exceptional customer outcomes. Excels in aligning customer objectives with tailored solutions, fostering strategic partnerships, and exceeding expectations. Adept at KPI management, team development, and cross-functional collaboration. Holds a strong background in compliance, cybersecurity, enterprise accounts, and market engagement.
Overview
14
14
years of professional experience
2007
2007
years of post-secondary education
Work history
Head of Customer Success
Microsoft
12.2024 - Current
- Led team of Customer Success Managers with full people management responsibility, overseeing end-to-end Customer Success planning and delivery across defined customer portfolio.
- Ensured effective collaboration with both internal teams and external stakeholders to drive customer outcomes and satisfaction.
- Engaged in strategic customer conversations to align their business objectives with Microsoft’s Cybersecurity solutions, identifying and promoting opportunities for growth and value realization.
- Accountable for full spectrum of Customer Success KPIs, including Onboarding, Adoption, Renewal, Expansion, Growth, and Net Promoter Score (NPS).
- Streamlined processes, resulting in quicker issue resolution times.
Head of Customer Success (12 months FTC)
Secureframe
Remote
08.2023 - 08.2024
- Built and scaled entire Customer Success function from scratch aligning cross-functional initiatives to support growth.
- Led end-to-end customer lifecycle management, including onboarding, renewals, upselling, support, NPS, and engagement.
- Managed and developed team of 12 Customer Success Managers across EMEA and APAC
- Collaborated with leadership to shape company-wide vision for Customer Success, tailoring strategies by account
- Implemented feedback system for better understanding of customer needs.
- Proactively engaged customers through multiple channels maintaining consistent engagement levels.
- Orchestrated efficient onboarding process to enhance user experience.
- Streamlined processes, resulting in quicker issue resolution times.
- Worked closely with product development teams, providing them valuable customer feedback for improvements.
- Devised quarterly business reviews for strategic planning and forecasting purposes.
- Trained internal teams on meeting customer needs and enhancing service experiences.
- Served as subject-matter expert with strong technical expertise.
Senior Enterprise Customer Success Manager
Knowbe4
Leeds, West Yorkshire
09.2020 - 09.2022
- Managed portfolio of 60 strategic accounts with ARR ranging from $60K to $800K
- Built strong relationships with key stakeholders, including C-suite executives, to drive product adoption and customer satisfaction
- Maximized customer lifetime value through exceptional service and proactive account management
- Led end-to-end customer lifecycle activities, including onboarding, renewals, and expansion opportunities
- Delivered pricing proposals and successfully closed renewal, upsell, and add-on deals to support revenue growth
Director of Customer Success
KPMG
London
07.2016 - 09.2020
- Led go-to-market initiatives to accelerate sales cycles, increase win rates, and drive revenue growth of a $6bn ARR
- Built market awareness for key product and service offerings, positioning KPMG as trusted partner
- Educated internal teams and clients on solution value, aligning offerings to client needs and strategic goals
- Oversaw client onboarding, orientation, and long-term success as a strategic advisor and advocate
- Managed full account lifecycle, including planning, procurement, pipeline development, contract negotiation, and SOW creation
- Leveraged MarketEDGE to qualify opportunities and drive continuous improvement through win/loss analysis
- Cultivated strong relationships with C-level executives (CEO, CFO, COO, CIO) to support long-term client partnerships
Sales director
Rolex
London
03.2011 - 07.2016
- Managed team of 20 Sales Managers and Sales Executives, responsible for delivering £34m in annual revenue
- Developed strategic sales plans to enhance market presence.
- Strengthened team performance through effective coaching and mentoring.
- Built strong relationships with key clients for long-term business growth.
- Fostered robust partnerships in the industry to augment business reach.
- Effectively handled daily customer meetings, sales calls and account management tasks, improving sales team efficiency.
- Leveraged trends in customer industries and marketplaces to shape value-added solutions and approaches.
Education
Bachelor of Science - Accounting & Finance
University of Reading
Master of Arts - Organisational Leadership
Said Business School, University of Oxford
Master of Arts - Behavioural Economics & Modern Society
London School of Economics & Political Science
Timeline
Head of Customer Success
Microsoft
12.2024 - Current
Head of Customer Success (12 months FTC)
Secureframe
08.2023 - 08.2024
Senior Enterprise Customer Success Manager
Knowbe4
09.2020 - 09.2022
Director of Customer Success
KPMG
07.2016 - 09.2020
Sales director
Rolex
03.2011 - 07.2016
Bachelor of Science - Accounting & Finance
University of Reading
Master of Arts - Organisational Leadership
Said Business School, University of Oxford
Master of Arts - Behavioural Economics & Modern Society
London School of Economics & Political Science
Similar Profiles
DIVJOT SINGHDIVJOT SINGH
Software Engineer II at MicrosoftSoftware Engineer II at Microsoft
Premlata KumariPremlata Kumari
Technical Program Manager at MicrosoftTechnical Program Manager at Microsoft
REAGAN M. HARKINREAGAN M. HARKIN
Customer Experience Program Mgr., Dragon Copilot at MicrosoftCustomer Experience Program Mgr., Dragon Copilot at Microsoft
Angela LeonAngela Leon
Client Director- SC Government at MicrosoftClient Director- SC Government at Microsoft
Phil HodgkinsonPhil Hodgkinson
Sheet metal worker at Temban fabricationsSheet metal worker at Temban fabrications