Open to opportunities

Ashik Mazhar

@ashikmazhar

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Client Success Manager with expertise in SaaS and service delivery.

Bangladesh

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What I'm looking for

I am looking for a role that fosters collaboration, values client success, and offers opportunities for professional growth.

I am a Client Success Manager with over 7 years of experience in the SaaS industry, specializing in client retention, relationship management, and service delivery excellence. My career has been marked by a proven track record of reducing churn and driving growth by aligning service delivery with business goals. I thrive in Agile environments and excel in stakeholder communication and performance optimization.

In my most recent role as a Technical Project Manager at Lab Operations LLC, I successfully managed the end-to-end delivery of SaaS projects, ensuring they were executed on time and within budget. My collaborative approach has allowed me to gather requirements effectively and define user stories that align with technical execution. I have also led quality assurance efforts, ensuring high-quality releases across web and mobile applications.

Throughout my career, I have maintained a strong client-facing focus, improving client satisfaction scores and identifying upsell opportunities through data analysis. My commitment to continuous improvement is reflected in the development of customer success playbooks and journey maps, which have significantly enhanced service delivery and client engagement.

Experience

Work history, roles, and key accomplishments

Current

Technical Project Manager

Current

Lab Operations LLC

Apr 2025 - Present (4 months)

Managed end-to-end delivery of 02 SaaS projects using Agile/Scrum, ensuring on-time and on-budget execution. Led QA efforts across web and mobile apps, overseeing test plans, UAT, and defect tracking for high-quality releases.

Agile Scrum SaaS Quality Assurance UAT Jira Trello Slack

Senior Manager - Tech Service Delivery

Remote Office Pty. LTD.

Apr 2024 - Present (1 year 4 months)

Led service delivery across 13 high-value client accounts, ensuring SLA adherence, proactive communication, and alignment with evolving business goals. Maintained a 0% churn rate in Q3–Q4 2024 and achieved 20% inbound growth through strategic client nurturing.

Service Delivery SLA Management Client Relationship Management KPI Tracking Stakeholder Engagement

Service Delivery Manager

Remote Office Pty. LTD.

Apr 2023 - Present (2 years 4 months)

Managed project delivery with a strong client-facing focus, customizing solutions to meet client-specific needs. Improved client satisfaction scores by enhancing delivery communication and aligning delivery cadence with expectations.

Project Delivery Customer Satisfaction Upselling Client Engagement Cross Functional Collaboration

Client Service Manager (Technology)

Remote Office Pty. LTD.

Apr 2022 - Present (3 years 4 months)

Owned client relationships throughout the full lifecycle—from onboarding to ongoing success and renewals. Developed customer success playbooks, journey maps, and feedback loops to ensure continuous service improvement.

Client Relationship Management Customer Success Onboarding Customer Journey Mapping

Assistant Manager (Technology)

Remote Office Pty. LTD.

Jan 2021 - Present (4 years 7 months)

Supported various technology projects and client service initiatives. Assisted in streamlining processes and improving operational efficiency.

Process Improvement Client Services Technology Support

Senior Executive (Project Management)

DTMWEB

Nov 2019 - Present (5 years 9 months)

Managed project execution and coordination for various web development projects. Ensured timely delivery and adherence to project specifications.

Project Management Project Coordination Web Development Project Delivery Client Communication

Executive (Project Management)

DTMWEB

Nov 2018 - Present (6 years 9 months)

Assisted in the planning and execution of project tasks. Supported the project management team in various administrative and operational duties.

Project Management Support Task Management Administrative Support Team Collaboration

Intern (Client Service - IT)

DTMWEB

Jul 2018 - Present (7 years 1 month)

Gained initial experience in client service within the IT sector. Assisted with client inquiries and basic technical support.

Client Services IT Support Technical assistance Problem Solving

Education

Degrees, certifications, and relevant coursework

Comilla University

MSc, Information & Communication Technology

Completed a Master of Science degree in Information & Communication Technology. Focused on advanced topics within the field.

Comilla University

BSc Engineering, Information & Communication Technology

Obtained a Bachelor of Science in Engineering with a specialization in Information & Communication Technology. Gained foundational knowledge and practical skills in the domain.