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Ali Usmani

@aliusmani25

Customer Success professional with 4+ years of enterprise SaaS experience in onboarding, adoption, and retention. Seeking global remote roles.

India

Message

What I'm looking for

I seek a role driving enterprise SaaS adoption and retention where I can lead onboarding, optimize workflows, collaborate cross-functionally, and scale customer success outcomes.

I’m a Customer Success and Account Management professional with 4+ years of experience supporting enterprise SaaS customers across onboarding, adoption, renewals, and retention.

I’ve worked closely with global clients in compliance-heavy and workflow-driven environments, partnering with product, engineering, sales, and operations teams to deliver value, resolve escalations, and improve customer outcomes. My experience includes managing portfolios with strong health scores, driving feature adoption, conducting business reviews, and identifying upsell and expansion opportunities.

I’m comfortable translating technical concepts into clear, actionable guidance for non-technical stakeholders, and I enjoy roles where customer advocacy, data-driven decision making, and cross-functional collaboration are key.

I’m specifically seeking global remote opportunities in Customer Success, Account Management, or consulting-oriented roles with SaaS companies, and I’m comfortable working across time zones in async, remote-first environments. I’m motivated by roles where customer impact, retention, and long-term value creation are central to success.

Experience

Work history, roles, and key accomplishments

Current

Independent Advisor

Current

Tahumo Exports Private Limited

Apr 2021 - Present (4 years 10 months)

Provided part-time strategic and operational advisory, conducted market research for US/Canada retail, improved workflows to reduce delays and supported international buyer coordination.

Market Research Process Improvement International Trade Relationship Management Operations Order Oversight Cross Cultural Communication

Senior Client Success Analyst

Rayden / Phreesia

Jun 2024 - Oct 2024 (4 months)

Led end-to-end onboarding and workflow configuration for 5+ enterprise accounts, reducing activation timelines by ~10% and lowering configuration-related escalations by ~10–12% while driving upsell and revenue growth.

Client Onboarding Workflow Design & Customer Success Salesforce Stakeholder Management Data Analysis Training

Client Success Analyst

Rayden / Phreesia

May 2023 - May 2024 (1 year)

Served as primary CSM for multiple enterprise accounts, maintaining portfolio health >90% and using utilization analytics to reduce churn risk indicators by ~10% through proactive retention strategies.

& Customer Success Adoption Management Salesforce Retention Strategy Escalation Management CRM

Senior Analyst

Better Real Estate

Oct 2021 - May 2022 (7 months)

Drafted home purchase contracts and built SLA/performance dashboards, achieving 97–98% accuracy and improving forecasting, workload balancing, and operational efficiency.

Contract Drafting SLA Management Dashboarding Process Improvement Mentoring Data Analysis

Analyst

Better Real Estate

Jan 2021 - Sep 2021 (8 months)

Supported agents in coordinating home viewings and documented workflows that reduced onboarding time for new hires by ~15% while identifying CRM improvements for engineering.

client support Onboarding CRM Docusign Mentoring Process Optimization

Trainee - Business Development

Lido Learning

Feb 2020 - Mar 2020 (1 month)

Developed B2C sales and market segmentation skills for edtech products, engaging parents and students to create demand for live classes and refine sales messaging.