Simerdeep Riar
Reading ,Berkshire
Summary
Dynamic and results-driven Product Leader with a proven track record across product management, customer success, and commercial growth. Experienced in leading 0-1 and scale-stage products, contributing to platforms serving 60M+ users with a clear focus on growth, engagement, and retention.
Combines strong product strategy, data-driven decision making, and customer insight to deliver impactful solutions, including AI-powered features and platform integrations. Demonstrated success in owning roadmaps, driving cross-functional execution, and delivering high-impact partnerships with global platforms such as Meta and TikTok.
Brings a unique blend of product and customer success leadership, having built and scaled teams, managed multi-million ARR portfolios, and consistently delivered best-in-class customer outcomes. Known for strong stakeholder management, clear communication, and the ability to translate complex problems into scalable, user-centric solutions.
Passionate about leveraging AI, experimentation, and growth strategies to drive innovation, enhance user experience, and deliver measurable business impact.
Overview
15
15
years of professional experience
Work History
Product Manager
Adobe
London
2022.09 - Current
- Led product management for key social and marketing capabilities within Adobe Express, supporting a platform with over 60 million monthly active users, and contributing to growth initiatives targeting 100 million users by 2026.
- Owned and executed the end-to-end product roadmap for social offerings, including strategic planning, prioritisation, and delivery across scheduling, publishing, and content creation experiences.
- Held full ownership of the Adobe Express homepage, driving discovery, activation, and engagement through data-led experimentation and continuous optimisation.
- Delivered high-impact strategic partnerships with Meta and TikTok, enabling enhanced content publishing, music integration, and platform-native experiences to expand reach and user value.
- Defined and managed Product Requirement Documents (PRDs) with a strong focus on clarity, alignment, and execution quality, alongside maintaining excellent Jira hygiene to ensure delivery efficiency and transparency across teams.
- Built and maintained scalable product roadmaps, aligning cross-functional teams on strategic priorities, balancing customer needs, commercial impact, and technical feasibility.
- Leveraged AI tools such as Anthropic’s Claude for feature development and delivery, alongside tools like PromptPack and Cursor to accelerate ideation, prototyping, and concept validation.
- Identified and delivered high-value AI product opportunities, working at the intersection of AI, UX, and business strategy to bring responsible, scalable AI-powered features to market.
- Drove product discovery and innovation through market research, competitor analysis, and deep Voice of Customer insights, translating findings into impactful user stories and feature sets.
- Owned the full product lifecycle, from concept through launch and iteration, consistently optimising for engagement, retention, and revenue growth.
- Collaborated closely with engineering, design, and data teams to deliver high-quality, user-centric experiences, improving usability, performance, and overall product value.
- Led beta programmes and pilot launches, validating product hypotheses and iterating based on real user feedback to de-risk releases and maximise success.
- Influenced senior stakeholders and leadership through clear product narratives, business cases, and data-driven insights, securing investment and alignment for major initiatives.
- Implemented robust feedback loops and analytics frameworks, enabling continuous improvement and data-informed decision-making across the product portfolio.
- Facilitated agile delivery processes (Scrum/Kanban), improving team velocity, predictability, and responsiveness to evolving customer and market needs.
- Mentored and supported junior product managers, contributing to the development of a high-performing, outcome-focused product team.
Head of Customer Success
Adobe - ContentCal
London
2020.04 - 2022.04
- Played a key role in the post-acquisition integration of ContentCal into Adobe following its acquisition in December 2021.
- Built and scaled the Customer Success function from the ground up, growing from a one-person operation to a high-performing team of five, establishing processes, structure, and performance standards.
- Led the end-to-end Customer Success strategy, overseeing retention, expansion, and customer health across a £2M+ ARR portfolio.
- Owned and reported on key commercial metrics, including churn, retention, upsell, and downsell, consistently driving strong revenue outcomes and customer value.
- Achieved Net Revenue Retention (NRR) loss below 3% for nearly two years, alongside maintaining a CSAT score above 95%, demonstrating exceptional customer satisfaction and loyalty.
- Managed a global customer base across US, EMEA, and APAC, ensuring consistent service delivery and aligning support models to regional expectations and time zones.
- Designed and implemented a 24/5 customer support and success model, improving responsiveness, coverage, and overall customer experience.
- Established scalable onboarding and training programmes for both customers and new hires, accelerating time-to-value and ensuring consistent product adoption.
- Partnered closely with engineering and product teams to streamline bug reporting and resolution processes, improving product quality and customer trust.
- Introduced and operationalised Net Promoter Score (NPS) frameworks, enabling structured feedback collection and driving data-informed product and experience improvements.
- Developed and delivered account management training frameworks for Customer Success Managers, enhancing commercial acumen, and driving expansion opportunities.
- Analysed performance data and customer insights to refine success strategies, identifying growth opportunities and mitigating churn risks to maintain a strong revenue trajectory.
- Led team performance through coaching, incentives, and structured development plans, fostering a culture of continuous improvement and accountability.
- Implemented targeted engagement and promotional strategies, including seasonal campaigns, and tailored offers to drive customer adoption and retention.
- Optimised customer lifecycle and engagement models, improving activation, product usage, and long-term customer value.
- Recruited, trained, and performance-managed team members, building a resilient, high-capacity function capable of supporting rapid growth, and ambitious targets.
- Collaborated cross-functionally with marketing to leverage platforms such as Meta (Facebook, Instagram), and YouTube to support customer engagement initiatives and brand awareness.
Learning & Development Manager
Orlo
Birmingham , West Midlands
2017.04 - 2020.03
- Delivered face-to-face and virtual training programmes to both UK and international clients, supporting diverse sectors including public, retail, and financial services.
- Designed and implemented end-to-end training strategies, aligning learning programmes with customer objectives, product adoption goals, and broader business outcomes.
- Built and scaled a comprehensive onboarding framework for new employees, reducing training time from 6 weeks to 3 weeks while improving readiness and performance.
- Managed 306+ customer accounts with a combined value of £1.78M annually, overseeing training delivery, account health, and ongoing client engagement.
- Owned the training function, including curriculum design, content development, scheduling, and budget management across the fiscal year.
- Created high-impact training materials, including structured course content, documentation, and instructional videos to support scalable learning.
- Developed and delivered enablement programmes for internal managers, ensuring strong understanding of product features, functionality, and customer value propositions.
- Conducted training needs analysis across departments, identifying capability gaps and designing targeted programmes to improve performance and efficiency.
- Evaluated training effectiveness through feedback loops and performance metrics, continuously refining programmes to enhance outcomes and user satisfaction.
- Managed training calendars and operational delivery, ensuring efficient coordination across teams, regions, and customer commitments.
- Acted as a trusted advisor to clients, onboarding them onto the platform and aligning product usage with their social media strategies and business goals.
- Owned technical account management responsibilities, supporting clients with platform usage, data management, and ongoing optimisation.
- Built and maintained strong relationships with senior corporate stakeholders, influencing adoption, engagement, and long-term success.
- Monitored customer data and account performance through multiple systems, enabling proactive engagement and data-driven decision making.
- Led the professional development and training of employees, supporting career growth and building a high-performing, knowledgeable team.
Employment Training Manager
BEKO
Stratford Upon Avon, Warwickshire
2015.11 - 2017.04
- Managed training operations and performance tracking, monitoring instructor and learner attendance, performance metrics, and overall programme effectiveness to ensure high-quality delivery.
- Optimised resource allocation across training programmes, including budgets, materials, and team support, driving improved productivity and operational efficiency.
- Administered and enhanced Learning Management System (LMS) processes, overseeing course scheduling, attendance tracking, and content delivery to ensure a seamless learning experience.
- Designed and delivered end-to-end training curricula, including course structures, instructional materials, and assessment frameworks aligned to organisational objectives.
- Developed and executed comprehensive training programmes, applying modern learning methodologies to maximise engagement, knowledge retention, and learner outcomes.
- Aligned learning and development initiatives with broader business goals, ensuring training programmes directly supported the organisational mission, performance, and growth targets.
- Modernised legacy training content by digitising materials and introducing interactive learning formats, including practice exams, exercises, and video-based content, to enhance accessibility and scalability.
- Created evaluation frameworks and assessment tools to measure training effectiveness, identify improvement opportunities, and continuously refine programme quality.
Training Manager
Menzies
Birmingham , West Midlands
2014.11 - 2015.11
- Directed and delivered six annual training programmes for over 100 participants, ensuring compliance, operational readiness, and consistent service standards.
- Managed and optimised team performance and incentive programmes, driving engagement, motivation, and productivity across frontline teams.
- Delivered £50,000 in annual cost savings by redesigning operational processes, reducing inefficiencies, and improving resource utilisation.
- Led a team of 30+ employees, overseeing recruitment, onboarding, training, and ongoing professional development to build a high-performing workforce.
- Owned the end-to-end onboarding and training programme for new hires within passenger services at Menzies Aviation, ensuring rapid readiness and alignment to operational standards.
- Delivered specialised training on visa requirements, aviation security, and airport protocols, maintaining strict compliance with regulatory and safety standards.
- Maintained rigorous oversight of security procedures and risk management, ensuring full adherence to aviation regulations and safeguarding operational integrity.
- Built a strong customer-first culture, coaching teams to consistently deliver high-quality passenger service and support in a fast-paced, high-pressure environment.
- Recruited, trained, and mentored team members, strengthening capability and ensuring consistent delivery of service excellence across all customer touchpoints.
Deputy Store Manager
Aldi
Birmingham , West Midlands
2014.01 - 2014.11
- Increased overall customer satisfaction ratings by 75%, driving service improvements through team leadership, process optimisation, and a strong customer-first culture.
- Managed daily financial operations, including transaction recording, cash handling, and secure banking processes, ensuring accuracy and compliance.
- Maintained and audited training records and compliance documentation, ensuring all staff met company standards and regulatory requirements.
- Oversaw store operations, including stock control, staff rotas, and maintenance, ensuring efficient day-to-day performance and operational excellence.
- Ensured full adherence to audit and compliance standards, proactively identifying risks and implementing controls to maintain operational integrity.
- Led, recruited, and developed a high-performing team, driving sales performance and service quality through effective coaching and supervision.
- Delivered consistent revenue growth through strong team management, customer engagement strategies, and a focus on upselling and service excellence.
- Continuously monitored operational performance and implemented process improvements to enhance efficiency, productivity, and customer experience.
Store Manager
Greggs
Birmingham , West Midlands
2011.03 - 2013.12
- Executed local marketing strategies and promotional campaigns, driving brand awareness and increasing footfall through targeted offers, community engagement, and promotions.
- Analysed sales and performance data, identifying trends and insights to inform decision-making, and improve commercial outcomes.
- Designed and implemented in-store merchandising and point-of-sale (POS) strategies, maximising product visibility, and driving revenue growth.
- Acted as Lead HR Associate, overseeing employee relations, supporting recruitment processes, and ensuring compliance with company policies and procedures.
- Maintained accurate training and financial records, ensuring audit readiness and adherence to operational and regulatory standards.
- Monitored key performance indicators (KPIs) and proactively reported risks, performance dips, and opportunities to the Area Manager, enabling timely interventions.
- Owned all administrative and operational processes, ensuring smooth day-to-day running of the business and effective coordination across functions.
- Contributed to a high-performing team environment by supporting staff development, operational efficiency, and a consistent focus on customer experience, and sales performance.
Education
Bachelor of Arts - English & Spanish
Coventry University
2010-01
Skills
- Product management
- Communication skills
- Problem solving
- Business development
- Self-motivation
- Team management
- Hiring and training
- Sales management
- Customer experience
- MS Office proficiency
- Employee training
- Leadership development initiatives
- Team building
Key Achievements
- Led product initiatives at Adobe Express, contributing to a platform with 60M+ MAU, supporting strategic growth toward 100M users by 2026.
- Owned and delivered the end-to-end social product roadmap, including key partnerships with Meta and TikTok, unlocking new distribution, content, and monetisation opportunities.
- Drove homepage optimisation and growth initiatives, improving user activation, engagement, and feature discovery through experimentation and data-led decision making.
- Accelerated product delivery and innovation using AI-first workflows, leveraging tools such as Anthropic’s Claude, PromptPack, and Cursor for ideation, prototyping, and feature execution.
- Built and scaled Customer Success from 0 - 5 team members, managing a £2M+ ARR portfolio while achieving over ~2 years.
- Reduced onboarding time by 50% (6 - 3 weeks) by designing scalable enablement and training programmes, improving time-to-value and team productivity.
- Delivered global product and customer strategies across US, EMEA, and APAC, aligning cross-functional teams and ensuring consistent user experience at scale.
- Generated measurable operational impact, including £50K annual cost savings and 75% improvement in customer satisfaction, through process optimisation and performance-led execution.
Hobbies
I enjoy travelling, exploring and learning about the different ways of life. I like to experience the culture of people living in all parts of the world. I have lived in Spain for one year studying in the University of Valencia as a part of my degree. I have also travelled throughout most of Europe as well as parts of Asia. Travelling has got to be one of my main hobbies and I have great passion for always booking holidays. In my spare time I also enjoy learning about coding and programming.
Timeline
Product Manager
Adobe
2022.09 - Current
Head of Customer Success
Adobe - ContentCal
2020.04 - 2022.04
Learning & Development Manager
Orlo
2017.04 - 2020.03
Employment Training Manager
BEKO
2015.11 - 2017.04
Training Manager
Menzies
2014.11 - 2015.11
Deputy Store Manager
Aldi
2014.01 - 2014.11
Store Manager
Greggs
2011.03 - 2013.12
Bachelor of Arts - English & Spanish
Coventry University