Hossein Memar
@hosseinr
Customer Success leader driving retention, growth, and scalable CX.
What I'm looking for
I am a Customer Success and Experience leader with 15+ years in SaaS, GRC, and enterprise software, focused on scaling customer bases, reducing churn, and driving renewal and expansion revenue. I have a demonstrated track record growing IT Glue from 464 to 10,000+ clients and increasing ARR from $10M to $97M.
I build onboarding frameworks, lifecycle playbooks, health scoring systems, and scalable CS operations that improve time-to-value and customer satisfaction. I partner closely with product, UX, engineering, and data teams to surface voice-of-customer insights and prioritize feature development that drives adoption.
I lead cross-functional teams, mentor customer-facing agents, and operationalize metrics (NRR, ARR) and tooling across Salesforce, HubSpot, Zendesk, Intercom, and GRC platforms to deliver measurable retention and expansion outcomes.
Experience
Work history, roles, and key accomplishments
Senior Advisor
AloAi
Dec 2023 - Present (2 years 3 months)
Built onboarding frameworks and client journey playbooks for AI agent deployment, improving time-to-value and satisfaction and drove GTM plans to expand physical footprint to 100 locations by 2026.
Manager / Account Manager
Crewhu
Aug 2023 - Sep 2024 (1 year 1 month)
Managed 120+ high-MRR accounts and led renewals, upsell and cross-sell efforts, reducing churn from 14.7% to <10% via health scoring and proactive playbooks.
Director of Customer Success
Quickpass Cybersecurity
Feb 2022 - Feb 2023 (1 year)
Scaled customer success team from 1 to 4 and formalized onboarding, adoption and lifecycle frameworks, integrating usage dashboards to drive retention improvements.
Senior Sales Engineer
IT Glue / Kaseya
Nov 2015 - Feb 2022 (6 years 3 months)
Supported growth from $10M to $97M ARR through demos, expansions and upsell support; led adoption programs and enterprise onboarding to improve retention and feature usage.
Account Executive / Sr. CSM
StandardFusion
Feb 2020 - Sep 2021 (1 year 7 months)
Delivered technical sales demos, onboarding and post-sales support for GRC clients and owned renewal and upsell motions while co-developing CS processes and training.
MemberDirect Analyst
Central1 Credit Union
May 2012 - Nov 2015 (3 years 6 months)
Supported enterprise clients across web, mobile and call center platforms and conducted onboarding and product training for credit unions to improve digital service adoption.
Implementation Specialist
NetSimplicity
Apr 2010 - Nov 2011 (1 year 7 months)
Managed client onboarding and implementation, delivering customized reports and dashboards using Crystal Reports and SQL for enterprise clients.
Sales & Remote Technician
GoGo Geek Ent.
Sep 2007 - Apr 2010 (2 years 7 months)
Deployed POS and network systems and provided technical support and training to clients, improving operational reliability for small business customers.
Education
Degrees, certifications, and relevant coursework
British Columbia Institute of Technology
Certificate, Network Administration & Design
Completed a professional certificate in Applied Network Administration & Design focused on network administration and systems design.
Simon Fraser University
Bachelor of Arts, Interactive Arts
Earned a Bachelor of Arts in Interactive Arts with coursework in digital media, interaction design, and multimedia production.
Tech stack
Software and tools used professionally
Google Tag Manager
Splunk
Amazon EC2
Google Cloud Platform
Amazon S3
Salesforce
Close.io
MySQL
Google Docs
Mailchimp
Gmail
Google Drive
Google Analytics
Figma
Zendesk
Jira Service Desk
Jira
HTML5
CSS 3
Google Maps
HubSpot
ent
LastPass
Google Workspace
WordPress
Google Sheets
Jira Core
Root Cause
1Password
SQL
ZenHub
Google Ads
Eventbrite
Refine
OpenAI API
Increase
Remote
Availability
Location
Authorized to work in
Salary expectations
Job categories
Skills
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