Aymen Achouri
@aymenachouri
Customer Success Manager specializing in SaaS onboarding, retention, and technical support.
TunisiaWhat I'm looking for
I am a Customer Success Manager with extensive IT support experience, focused on onboarding SaaS clients, optimizing product adoption, and resolving technical incidents to drive client satisfaction and revenue growth.
I have led teams and managed client portfolios across multiple companies, achieving strong onboarding outcomes (e.g., 20–25 clients/month, 90% onboarding success) and implementing upsell/cross-sell strategies that increased service adoption for a large portion of clients.
My background combines hands-on IT troubleshooting, network and asset management, and customer-facing roles; I collaborate cross-functionally with R&D and operations, deliver user training, improve processes and documentation, and consistently meet KPIs.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Ekara by Ip-Label
Mar 2025 - Jul 2025 (4 months)
Provided technical support and onboarding for Ekara monitoring solutions, configured synthetic monitoring scenarios, and collaborated with R&D to escalate complex incidents, improving client deployment success.
Team Leader
NEO CALL
Nov 2024 - Feb 2025 (3 months)
Led a team scheduling appointments for energy and telecom products, monitored KPIs, coached agents, and optimized call strategies to improve conversion rates and ensure smooth daily operations.
TRLed SaaS client onboarding and optimization, achieving a 90% onboarding success rate with ~25 clients/month and driving upsell/cross-sell adoption for 60% of the client base to increase service usage.
Customer Success Manager
Wavy - TDLS
Jul 2021 - May 2022 (10 months)
Onboarded ~20 clients/month (120% of target), managed client portfolios with retention initiatives, executed upsell strategies covering 60% of clients, and boosted in-app product revenue (~€2,000/month).
Hotliner - I.T Support
A3COM
Jan 2016 - Jan 2021 (5 years)
Provided technical assistance to health professionals, diagnosed and resolved hardware/software issues, tracked cases, and escalated complex problems to maintain high customer satisfaction.
I.T Support Technician
Enda Tamweel
Jan 2007 - Jan 2011 (4 years)
Managed maintenance and networks for a 65-site IT park, performed asset management, LAN installations for new branches, and provided remote support to ensure continuous operations.
Education
Degrees, certifications, and relevant coursework
Trainux Center
LPIC-1 Certification, System and Network Management
2011 - 2011
Completed LPIC-1 certification in system and network management at Trainux Center in June 2011.
FORMASOFT
Training Certificate, SQL Programming
2010 - 2010
Completed training in SQL programming at FORMASOFT in June 2010.
C.S.F.T Tunis
B.T.S in Telecommunications, Computer Networks
2005 - 2007
Activities and societies: Alternating internships at Amen Bank, Ooredoo, Intelcom, Tunisie Télécom, 3s Globalnet
Attended C.S.F.T Tunis and earned a BTS in Telecommunications with specialization in Computer Networks from 2005 to 2007.
C.S.F.T Tunis
B.T.P in Telecommunications, Telecommunications - Business Equipment
2003 - 2005
Completed a B.T.P in Telecommunications - Business Equipment at C.S.F.T Tunis between 2003 and 2005.
Tech stack
Software and tools used professionally
Availability
Location
TunisiaAuthorized to work in
Social media
Job categories
Skills
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