Looking for a job

Hossein Memar

@hosseinr

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Customer Success leader driving retention, growth, and scalable CX.

Canada

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What I'm looking for

I seek senior CS roles focused on scaling customer adoption and retention, cross-functional influence, and measurable ARR/NRR growth in collaborative, product-driven teams.

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

Current

Senior Advisor

Current

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.

Onboarding Customer Journey GTM Strategy Playbook Development Cross Functional Collaboration Time To Value

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.

Account Management Renewal Management Upsell Health Scores SOP Development QBRs

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.

Scaling Teams Onboarding Customer Lifecycle Dashboarding Retention Zendesk Intercom Jira

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.

Technical Sales Onboarding Enterprise Demos Customer Advocacy Webinars Training Product Feedback

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.

GRC Technical Sales Onboarding Renewals Upsell Playbook Development

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.

client support Onboarding Product Training Web Platform Call Center Support

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.

Implementation Onboarding Crystal Reports SQL Dashboarding Client Training Reporting

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.

Technical Support Training Troubleshooting Customer Service