Ali Usmani
@aliusmani25
Customer Success professional with 4+ years of enterprise SaaS experience in onboarding, adoption, and retention. Seeking global remote roles.
What I'm looking for
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
Independent Advisor
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.
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 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.
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.
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.
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.
Education
Degrees, certifications, and relevant coursework
Jaypee Institute of Information Technology
Bachelor of Technology, Information Technology
2016 - 2020
Grade: 7.0 GPA
Activities and societies: Literary Club Member
Completed a Bachelor of Technology in Information Technology with a 7.0 GPA, focusing on core IT principles and applications.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Salary expectations
Social media
Job categories
Skills
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