Open to opportunities

Amira Fikry

@amirafikry

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Experienced Customer Success Manager driving enterprise growth and client satisfaction.

Sweden

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What I'm looking for

I seek a role that fosters collaboration, values customer-centric strategies, and offers opportunities for professional growth.

With over 8 years of experience in Customer Success, I have honed my skills in driving enterprise onboarding, adoption, and renewals within global SaaS environments. My journey has been marked by a commitment to building strong client relationships and ensuring customer satisfaction through strategic engagement and value realization.

At Stravito AB, I own end-to-end relationships with global enterprise clients, leading complex implementation projects and aligning product value with business goals. My proactive management of client risk and renewals has resulted in a strong track record of revenue retention and relationship turnaround. I thrive in complex conversations and am known for my operational thinking and dedication to long-term customer growth.

Previously, as Director of Customer Success Strategies at Flairstech/Upland Software, I defined and executed customer success strategies that improved team productivity and delivered significant upsell revenue. My ability to influence product roadmap decisions and advocate for client needs has contributed to increased active usage and deepened strategic partnerships. I am passionate about driving customer success and look forward to continuing to make a positive impact in this field.

Experience

Work history, roles, and key accomplishments

Current

Sr. Customer Success Manager

Current

Stravito AB

Mar 2023 - Present (2 years 5 months)

Owned end-to-end relationships with global enterprise clients, ensuring successful onboarding, strategic adoption, and long-term retention of the Stravito knowledge management platform. Led complex implementation projects, coordinating cross-functional client stakeholders to deliver smooth and timely deployments.

Customer Success Enterprise Account Management Onboarding Strategic Adoption Client Relationship Management Value Realization Risk Management Renewal Management

Director, Customer Success Strategies

Flairstech/Upland Software

May 2021 - Mar 2023 (1 year 10 months)

Defined and executed customer success strategy aligned with business goals, building and leading a high-performing CS team that improved productivity by 15%. Oversaw a portfolio of 20+ enterprise accounts across EMEA and North America, delivering 85% retention and successfully expanding 40% of accounts.

Customer Success Team Leadership Enterprise Account Management Customer Lifecycle Management Cross Functional Collaboration Upsell Cross Sell Operational Excellence Process Improvement Recruitment

Manager, Customer Success

Upland Software

Jun 2019 - May 2021 (1 year 11 months)

Led and coached a high-performing CS team, driving performance, engagement, and ongoing skill development. Managed a portfolio of enterprise clients, ensuring adoption, retention, and expansion through strategic success planning.

Team Leadership Escalation Management Risk Management Customer Advocacy Product Feedback

Customer Success Manager

Upland Software

Aug 2017 - Jun 2019 (1 year 10 months)

Served as primary point of contact, building strong relationships and expanding from SMB to enterprise account ownership within a year. Led new client onboarding and drove adoption through tailored training and enablement across the customer lifecycle.

Client Relationship Management Onboarding Upsell Cross Sell Customer Advocacy

Upgrade Manager

Upland Software

Jan 2017 - Aug 2017 (7 months)

Led multiple software upgrade waves, ensuring timely, smooth transitions tailored to client timelines. Coordinated upgrade schedules, sent clear upgrade notifications, and acted as main point of contact for client concerns.

Client Communication Testing QA Documentation Cross Functional Collaboration Troubleshooting Version Compatibility

Software Support Engineer

Upland Software

Mar 2014 - Aug 2017 (3 years 5 months)

Resolved complex issues by replicating client-reported problems and collaborating with Cloud and R&D teams to implement long-term solutions. Handled the full support lifecycle, prioritized and escalated cases effectively to meet SLAs and reduce resolution time.

Technical Troubleshooting Root Cause Analysis Escalation Management Customer Relationship Management Knowledge Base Product Feedback Platform Stability SLA Management

Education

Degrees, certifications, and relevant coursework

Sadat Academy for Management Sciences

Bachelor’s Degree, Information Technology & Business Administration

Completed a Bachelor's Degree focusing on Information Technology and Business Administration. This program provided a strong foundation in both technical and managerial aspects relevant to modern business environments.