Adila Abulajiang

I’m a Customer Success professional with 7 years of client-facing experience and 5 years in B2B SaaS and digital information services. I work across the full customer lifecycle—onboarding, adoption, health monitoring, renewal, risk recovery, upsell and cross-sell—and I’ve built a strong retention track record, including a 100% annual renewal rate.

Most recently at Cobo, I managed 60 global wallet-product clients across training, daily adoption, renewal, and expansion. I segment accounts using usage and activity quality, build early-warning churn-risk processes, and drive targeted interventions; I also identified customer business goals to package cross-sell/upsell opportunities. I led AI-enabled workflow improvements with Product and Engineering and built SOPs and a knowledge base that cut repetitive communication by over 15%, while contributing to 10 package upgrades and approximately RMB 2 million in annual revenue from existing customers.

At Clarivate, I managed nearly 100 SaaS and analytics clients across China and Australia, analyzing usage data, producing diagnostic reports, and protecting service quality through resolution of 200+ technical tickets. Earlier, as a Customer Operations Specialist at SAGE Publishing, I used Power BI and Salesforce to monitor university database usage and support renewal planning, recovering core clients that had paused renewals. I bring a practical, data-driven operator mindset—hands-on with SQL, Power BI, and Salesforce—and I’ve helped roll out AI tools through prompt testing, use-case validation, rollout, training, and SOP development.