Open to opportunities

Jahangir Khan

@jahangirkhan2

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Customer Success leader improving onboarding, adoption, retention, and expansion through data-driven playbooks.

Pakistan

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What I'm looking for

I’m looking to lead customer success and professional services delivery—driving onboarding excellence, measurable adoption, retention, and expansion. I want a cross-functional team where I can own health, QBRs, playbooks, and VOC-driven product improvements.

I’m a customer-focused CSM and Professional Services leader with ~9 years across onboarding, training, adoption, renewals, and expansion. I build repeatable playbooks and SOPs to reduce time-to-value, standardize go-lives, and lift CSAT through consistent execution.

In my current role as Customer Success Manager at Shopview Inc, I lead end-to-end onboarding—data imports, setup, permissions, and template enablement—then train admins and end users on core modules. I instrument health scores and usage dashboards, run QBRs/EBRs, own risk burndown and adoption plans, and partner with Support/Product to resolve defects and ship improvements based on VOC.

Previously, I led retention and CSAT improvements by using data-driven health scores, weekly 1:1s, and performance reviews. I also managed enterprise portfolios end-to-end (including enterprise stakeholder mapping and QBRs), ran customer success playbooks to reduce churn risk, and supported continuous improvement through feedback and ticket trend analysis—earning recognition like “Employee of the year” and “Churn Savior Award.”

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Shopview Inc

Jul 2025 - Present (10 months)

Led end-to-end onboarding, including data imports, module setup, permissions, and invoice/work-order templates. Trained admins and end users, built SOPs/playbooks, and managed health scores, QBRs/EBRs, renewals, and expansion planning.

Customer Onboarding Training Health Scores QBRs Renewals Management Team Leadership Forecasting

Customer Retention Manager

Motive Inc

Mar 2024 - Jul 2025 (1 year 4 months)

Led a customer success team to improve retention and CSAT using data-driven health scoring, playbooks, and dashboards. Partnered across functions to reduce time-to-value, remove adoption blockers, and standardized metrics through weekly 1:1s and performance reviews.

Customer Retention CSAT Health Scores And Playbooks Adoption Management Team Management Cross Functional Collaboration Performance Metrics

Manager Customer Experience

Starbond Inc

Jan 2023 - Jan 2023 (0 months)

Led a cross-functional team across Support, Sales, and Customer Success to achieve weekly and monthly targets. Built and executed CX/CS strategies to raise CSAT/NPS, streamline workflows to cut response times, and drive expansion through onboarding and QBR playbooks.

Customer Experience Strategy CSAT NPS Improvement Workflow Optimization SLA Management Cross Functional Execution

Manager - Professional Services

TCP Inc

Jun 2021 - Jan 2023 (1 year 7 months)

Managed a team of consultants by setting goals/milestones, coaching performance, and ensuring end-to-end delivery on time and at high quality. Owned scope, timelines, client communications, delivery standards/SLAs, and budgeting/forecasting while driving continuous improvement to raise customer satisfaction.

Professional Services Delivery Team Management Client Communication SLA Budgeting and forecasting Continuous Improvement

Senior Customer Success Manager

Humanity Inc

Feb 2019 - Jun 2021 (2 years 4 months)

Led a customer success team with hiring/onboarding, weekly 1:1s, coaching, and playbooks to improve consistency, retention, and customer outcomes. Managed enterprise portfolios with data-driven QBRs, stakeholder mapping, and cross-functional partnership to improve adoption and identify expansion opportunities.

Enterprise Customer Success Team Leadership Onboarding QBR Facilitation Stakeholder Management And Playbooks Cross Functional Collaboration Usage And CSAT Insights Retention Strategy

Enterprise Customer Success Manager

Humanity Inc

Jan 2017 - Feb 2019 (2 years 1 month)

Owned enterprise relationships end-to-end by building long-term adoption plans with measurable milestones and running QBRs to drive expansion and mitigate risk. Coordinated cross-functional resources to accelerate time-to-value and standardize best-practice playbooks for a high-profile portfolio.

Adoption Plans QBRs Expansion Playbook Risk Mitigation Time To Value Usage And CSAT Analysis

Supervisor, SDR Team

Humanity Inc

Jun 2016 - Dec 2016 (6 months)

Defined SDR KPIs and built weekly reporting to track meetings booked, SQLs, and conversion. Coached reps via call shadowing and feedback loops and improved scripts/cadences using A/B testing.

KPI Tracking Sales Enablement A B Testing Lead Routing Scripts And Cadences Conversion Optimization Performance Management

Product Specialist

Humanity Inc

Nov 2014 - Jun 2016 (1 year 7 months)

Handled L1/L2 support across phone, email, and chat by reproducing issues with logs/recordings and delivering workarounds or fixes within SLAs. Authored how-tos and SOPs to reduce repeat tickets and consolidated feedback and root causes for Product/Engineering with closure tracking.

Customer Support Incident Reproduction SLA Management Root Cause Analysis Voice Of Customer (VoC)