NAFISA MEME
Remote,UK
Summary
Customer Success and Account Management professional with expertise in SaaS client retention, customer lifecycle management, and churn reduction. Proven ability to build long-term client relationships, drive post-sale engagement, and enhance Net Revenue Retention (NRR) using data-driven strategies. Proficient in Salesforce, Microsoft Dynamics, and customer success platforms, collaborating cross-functionally to maximize customer satisfaction and identify growth opportunities.
Overview
5
5
years of professional experience
Work History
Customer Success & Account Management Support Specialist
PowerON
02.2024 - 11.2024
- Spearheaded customer feedback initiatives to improve user experience and strengthen client retention
- Managed customer support tickets, collaborating with cross-functional teams for quick issue resolution
- Updated CRM systems (Salesforce & Microsoft Dynamics) for accurate reporting and analytics
- Analyzed customer feedback to refine lifecycle strategies, focusing on churn prevention
- Developed sales documentation and proposals to support commercial accuracy and operations
Senior Account Manager (Customer Success)
Spiel Creative
03.2023 - 11.2023
- Acted as the primary contact for high-value SaaS clients, ensuring retention and engagement
- Developed and executed data-driven customer engagement strategies, boosting NRR
- Conducted regular client check-ins to identify pain points and improve satisfaction
- Provided insights on product adoption to reduce churn and improve user engagement
- Partnered with sales teams to identify expansion opportunities and drive revenue growth
Inbound Development Consultant (B2B SaaS Sales & Success)
UserZoom
07.2021 - 03.2023
- Managed inbound customer relationships, guiding prospects from inquiry to full adoption
- Delivered consultative solutions for effective SaaS implementation and long-term success
- Collaborated cross-functionally with marketing, sales, and product teams to enhance customer journeys
- Assisted in renewal strategies, contributing to high client retention rates
Account Manager
Hyve Group PLC
London
01.2020 - 12.2020
- Managed a portfolio of 60+ clients, implementing personalized customer success strategies
- Secured £100K+ in client expansions and renewals, driving revenue growth
- Developed tailored customer success plans, leading to increased satisfaction and loyalty
Education
Goldsmiths - Chinese Proficiency
University of London
01.2019
Chinese Studies -
Tianjin Normal University
01-2018
BA (Hons) - Business and Management
Leeds Beckett University
01.2013
Skills
- Customer Success Management
- Customer Lifecycle Management
- SaaS Client Retention & Churn Reduction
- CRM Systems (Salesforce, Microsoft Dynamics)
- Net Revenue Retention (NRR)
- Customer Onboarding & Product Adoption
- Upselling & Cross-Selling
- Customer Feedback & Issue Resolution
- Data-Driven Customer Engagement
- Customer Success Strategy Development
Accomplishments
- Developed customer engagement programs that enhanced satisfaction and reduced churn.
- Secured client expansions and renewals, leading to revenue growth.
- Implemented strategic customer success initiatives to improve SaaS client retention.
Certifications Courses
- Customer Success Management Fundamentals, PracticalCSM, 03/01/25
- Salesforce & Microsoft Dynamics CRM Training, LinkedIn Learning, 2023
- User Experience Research & Design, Coursera, 2023
- UX Core & Advanced Essentials, UserZoom, 2023
Timeline
Customer Success & Account Management Support Specialist
PowerON
02.2024 - 11.2024
Senior Account Manager (Customer Success)
Spiel Creative
03.2023 - 11.2023
Inbound Development Consultant (B2B SaaS Sales & Success)
UserZoom
07.2021 - 03.2023
Account Manager
Hyve Group PLC
01.2020 - 12.2020
Goldsmiths - Chinese Proficiency
University of London
Chinese Studies -
Tianjin Normal University
BA (Hons) - Business and Management
Leeds Beckett University
Similar Profiles
Mohammed AlfadilMohammed Alfadil
Solar Energy Solutions Contractor at PowerOnSolar Energy Solutions Contractor at PowerOn
Midhun ShijuMidhun Shiju
Project Coordinator at POWERON BUILDING CONTRACTING LLCProject Coordinator at POWERON BUILDING CONTRACTING LLC
Marty KostawichMarty Kostawich
Responsible Master Plumber RMP at PowerOn IncResponsible Master Plumber RMP at PowerOn Inc