Open to opportunities

Hasan Ali

@hasanali4

Customer Success Account Manager turning enterprise portfolios into predictable retention, expansion, and revenue growth through data-led execution.

Pakistan

Message

What I'm looking for

I’m looking for a performance-driven role where I own retention and expansion outcomes, partner with executives, and use customer health and CRM governance to improve predictability, efficiency, and long-term lifetime value.

I’m a commercially disciplined Customer Success and Strategic Account Manager with 10+ years of experience managing enterprise and mid-market portfolios across SaaS, fintech, real estate, and luxury sectors. My focus is converting customer portfolios into predictable growth engines by improving retention, driving expansion revenue, and strengthening customer lifetime value.

Across recent roles, I’ve sustained 90%+ renewal performance, expanded multi-million-dirham pipelines through structured upsell strategies, and used campaign and account analytics to inform executive-level growth decisions. I also improve onboarding and operational efficiency through cross-functional commercial alignment and performance-driven governance.

I’ve led enterprise account management and service delivery across SaaS, PaaS, UCaaS, and DaaS environments, overseeing SLA governance and operational performance while supporting managed frameworks for enterprise clients. I bring a data-led, stakeholder-ready approach—backed by CRM and revenue intelligence in Salesforce, HubSpot, Zoho, Zendesk, ServiceNow, Apollo.ai, and Salesloft—plus a continuous-learning mindset that keeps me focused on retention, expansion, and risk mitigation.

Experience

Work history, roles, and key accomplishments

Account Manager / Service Delivery

Kratos

Aug 2025 - Feb 2026 (6 months)

Led strategic client portfolios across real estate and luxury sectors with direct revenue accountability. Sustained 90%+ retention, expanded multi-million dirham pipelines via upsell strategy, and improved onboarding efficiency through cross-functional alignment.

Enterprise Account Management Customer Retention Upsell Revenue Expansion Pipeline Analytics Onboarding Efficiency

Sr. Account Manager

Motive

May 2024 - Aug 2024 (3 months)

Drove enterprise SaaS account expansion through consultative selling and cross-functional execution. Improved forecast accuracy via Salesforce governance and accelerated revenue cycles.

Enterprise SaaS Consultative Selling Revenue Forecasting Salesforce Forecast Governance Cross Functional Execution

Customer Success Manager

TCP Software

Apr 2022 - Aug 2023 (1 year 4 months)

Owned retention and expansion strategy for mid-market and enterprise SaaS portfolios, maintaining 90%+ renewals. Expanded customer lifetime value using upsell frameworks and implemented churn-risk health scoring with executive reviews for institutional clients.

& Customer Success Renewal Management Customer Health Upselling Executive Reporting SaaS Account Management

Service Desk Analyst

Giant Group

Aug 2021 - Apr 2022 (8 months)

Managed service delivery operations across enterprise support systems, improving SLA adherence and incident response efficiency. Reduced downtime using structured escalation models and strengthened overall service reliability with Zendesk.

IT Service Management Service Desk SLA Management Incident Response Zendesk Escalation Management Downtime Reduction Reliability

Client Services Specialist

i2c Inc.

Oct 2019 - Aug 2021 (1 year 10 months)

Managed financial services dispute and fraud operations across high-volume global portfolios. Mitigated financial risk through fraud analysis, improved dispute resolution timelines, and maintained regulatory compliance.

Fraud Analysis Dispute Resolution Risk Mitigation Regulatory Compliance Financial Services Operations Case Management Operational Efficiency

Account Manager / Deputy GM

ZGS

Jan 2015 - Dec 2018 (3 years 11 months)

Directed procurement and vendor strategy across infrastructure projects. Reduced operational costs through commercial negotiation, optimized supplier performance, and delivered cross-functional projects within scope and budget.

Procurement Management Vendor Strategy Contract Negotiation Cost Optimization Supplier Performance Budgeting

Medical Transcription & Billing Liaison

Brightminds

Jun 2006 - Nov 2014 (8 years 5 months)

Served as the primary liaison for hospitals in the U.S. and Canada, resolving medical transcription and billing issues. Improved client satisfaction through timely issue resolution and consistent communication.

Medical Billing Medical Transcription Customer Support Client Communication Documentation Process Improvement