Open to opportunities

Jz User

@jzuser

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Customer Success & SaaS implementations leader who improves retention, adoption, and time-to-value for 100+ accounts.

Pakistan

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What I'm looking for

I’m looking for a SaaS role where I own the full customer lifecycle—onboarding to renewals—partnering with engineering to speed time-to-value, drive adoption, and grow retention through QBRs, proactive engagement, and clear customer ROI.

I’m a Customer Success & Support leader with 10 years of experience driving adoption, retention, and customer outcomes across the full lifecycle. I’ve owned onboarding, implementation, QBRs, escalations, renewals, and everything in between—comfortable both in the details of support and in the conversations that turn accounts around.

I’ve built and led high-performing teams, including a 21-person CS organization, and I focus on measurable improvements like reducing time-to-value and resolution times. At my last role I boosted retention by 25%, and I’ve cut resolution time by 40% through process improvements and coaching, including a dunning recovery strategy that brought back 600+ lapsed accounts.

Experience

Work history, roles, and key accomplishments

Current

AI-Powered Implementations Manager

Current

ActivePrime

Apr 2025 - Present (1 year 3 months)

Owned the full customer lifecycle for 100+ Salesforce customers, including onboarding, implementation, QBRs, proactive engagement, and renewals. Cut time-to-value from 2 weeks to 3 days by streamlining onboarding, and resolved backend technical issues before escalation.

Salesforce Customer Lifecycle Management Customer Onboarding QBRs Customer Retention Renewals Customer Health Monitoring Technical Troubleshooting Workflow Automation Cross Functional Collaboration

Limousine Dispatcher

BlackUrban Tech

Jul 2022 - Feb 2023 (7 months)

Managed real-time dispatch for a London-based luxury chauffeur service, coordinating communication between drivers and corporate clients. Improved fleet availability and on-time arrivals, and handled service recovery to maintain higher customer satisfaction over tenure.

Real Time Dispatch Coordination Driver Sourcing Service Recovery Customer Satisfaction

Customer Service Rep to Manager

Emenac LLC

Feb 2019 - Nov 2021 (2 years 9 months)

Promoted from frontline customer service rep to manager, leading a 120-person team across email, chat, and phone. Improved retention through dunning recovery and reduced repetitive inquiries and resolution times via process improvements and a self-service help center.

Customer service management Team Leadership Dunning Process Lapsed Account Recovery SLA Management Process Improvement Coaching and Mentoring Client Onboarding