Afreen Hasan
@afreenhasan1
Customer Success and programmatic advertising expert improving adoption, renewals, and performance through AI-enabled execution.
IndiaWhat I'm looking for
I’m a customer-facing ads and customer success specialist with 8+ years managing $2M+ programmatic media portfolios across DV360, SA360, Google Ads, and DSP/SSP/RTB ecosystems. I bring a pragmatic, performance-driven mindset to every customer engagement—turning data, risk signals, and technical feedback into outcomes.
At Adobe (Vendor Partner Role), I drive product adoption and technical escalation resolution across Creative Cloud, Firefly, Acrobat, and eSign. I reduced customer resolution time by 22%, improved renewal rates by 15%, and contributed to 12% expansion revenue growth by owning end-to-end customer lifecycle workflows.
I’m especially strong at building implementation roadmaps and leading change management for both enterprise and SMB advertisers. I translate operational risk signals into cross-functional product improvements—partnering to accelerate the feedback-to-feature rollout cycle by 35%—and I’ve increased AI feature utilisation by 30%.
Previously at Accenture, I mentored 8+ analysts while managing $2M+ annual programmatic portfolios and improving ROI by 28%. Before that, as a Client Servicing Manager and Department Manager, I led teams, streamlined CRM workflows in HubSpot and Salesforce, and strengthened retention through structured lifecycle management and proactive escalation handling.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Adobe
Nov 2025 - Present (7 months)
Managed SMB and enterprise customer accounts across Creative Cloud, Firefly, Acrobat, and eSign, driving 18–25% product adoption via structured implementation roadmaps. Reduced customer resolution time by 22% by leading end-to-end technical escalations and contributed to 12% expansion revenue growth through lifecycle workflows and renewal strategy.
Senior Programmatic Analyst
Accenture
May 2022 - Oct 2025 (3 years 5 months)
Managed a $2M+ annual programmatic media portfolio across DV360, SA360, Google Ads, and Campaign Manager 360, improving overall campaign ROI by 28% through bid strategy refinement, audience segmentation, and attribution modeling. Reduced CPA by 24% and increased lead-to-conversion by 19% using AI-driven automation, smart bidding, GA4/Looker Studio analysis, and A/B testing.
Client Servicing Manager
Lecoanet Hemant
Jan 2020 - Sep 2021 (1 year 8 months)
Led end-to-end client implementation roadmaps for 10+ accounts by running discovery, removing stakeholder blockers, and delivering change management plans to keep delivery on schedule and within budget. Improved retention through proactive lifecycle management and strengthened CRM workflows in HubSpot and Salesforce to automate follow-ups, track engagement, and improve SLA compliance.
Department Manager
Shoppers Stop
Apr 2017 - Dec 2019 (2 years 8 months)
Managed a team of 15+ and owned P&L-linked sales KPIs, implementing data-driven performance tracking to build operational discipline and stakeholder management. Established processes that supported consistent performance across subsequent customer-facing roles.
Education
Degrees, certifications, and relevant coursework
Wigan and Leigh College
Master of Business Administration (MBA), Marketing
Completed an MBA in Marketing at Wigan and Leigh College in 2013.
Wigan and Leigh College
Post Graduate Diploma in Business Management (PGDBM), Marketing
Completed a Post Graduate Diploma in Business Management (Marketing) at Wigan and Leigh College in 2013.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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