Amr Alshareef

I’m a results-driven SaaS Customer Success leader with 10+ years building and transforming high-performance CS and Support operations across mobile app and B2B SaaS platforms. I operate across the full customer lifecycle—onboarding, adoption, retention, billing recovery, and expansion—while keeping the team aligned to clear outcomes.

I’ve led AI-powered support automation with Intercom Fin AI, designing resolution flows that deflect repetitive tier-1 tickets and reduce manual intervention by an estimated 35–40%. I also built an automated Stripe + Intercom + HubSpot recovery pipeline that achieved a 90% billing recovery rate on past-due accounts, and I elevated CSAT from 60% to a sustained 100% through a redesigned support engagement model.

I combine operational rigor with people leadership: I improved First Contact Resolution (FCR) by 25% using resolution SOPs and structured weekly agent coaching, and I reduced churn with proactive health-scoring and retention sequences. I’m passionate about driving AI transformation in CS operations that improves both customer experience and operational efficiency.