Kareem Hassan
@khassan86
Strategic Customer Success Manager with 9+ years in SaaS and Fin-Tech.
What I'm looking for
I am a Strategic Customer Success Manager and Key Account Management Leader with over 9 years of experience in the SaaS and Fin-Tech industries. My career has been marked by a strong focus on driving Annual Recurring Revenue (ARR) growth, enhancing customer lifetime value, and significantly reducing churn rates. I have a proven track record of implementing scalable customer success strategies that yield measurable results, such as achieving a customer satisfaction score (CSAT) exceeding 90% and managing portfolios that generate over $500 million in annual revenue.
Throughout my career, I have demonstrated exceptional skills in cross-functional collaboration and leveraging analytics to boost customer satisfaction. At LikeCard, I directed a team of 25, where I created an Automated Reporting Tool that saved the company $4 million annually by reducing manual reporting time by 162,000 hours. My previous roles have also seen me enhance process efficiency, achieve substantial revenue growth, and transform customer support processes through innovative strategies.
With a Bachelor of Arts in Mass Communication & Journalism and several professional certifications, I am committed to continuous learning and development. I am passionate about mentoring teams and driving strategic initiatives that lead to long-term success for both customers and the organization.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
LikeCard
Nov 2023 - Present (1 year 7 months)
1- Manage the customer's account and ensure they get their needed support.
2- Track and report on customer performance metrics.
3- Process and closely monitor clients' payments, and refunds, review account adjustments, resolve client discrepancies and short payments, small balance write-offs, delinquency notices, customer reconciliations, and processing credit memos.
Customer Experience Manager
Glamera
May 2023 - Oct 2023 (5 months)
1- Draw a critical cycle for the user journey from sales to renewal.
2- Establish clear retention goals and process milestones for the client and employees to work toward.
3- Experience working to promote the value of the product and upsell services and products with brand image and promoting value through customer experience.
1- Design, pilot, and scale initiatives to increase value and ROI for Udacity customers.
2- Collaborate with sales partners to develop value realization models and project ROI during the pre-sales process.
3- Partner with the CSM on individual accounts to run detailed learner and line manager interviews to assess the impact of Udacity programs.
Territory Sales Manager
MindNation
Jul 2021 - Aug 2022 (1 year 1 month)
1- Learn the MindNation sales process with a strong understanding of MindNation’s unique value proposition.
2- Identify ideal customer verticals, accounts, and contacts in order to start the sales process.
3- Present and sell MindNation products and services to current and potential customers through high volumes of phone calls and web-based presentations.
Customer Success Manager
Aqarmap.com
Apr 2015 - Jun 2021 (6 years 2 months)
1- Provide the necessary skills and experience required to develop business in an increasingly diverse marketplace.
2- Provide the necessary guidance to other members of the team.
3- Set a clear mission and deploy strategies focused toward that mission.
4- Develop service procedures, policies, and standards.
5- Analyse statistics and compile accurate reports.
Education
Degrees, certifications, and relevant coursework
October 6 University (O6U)
Bachelor of Arts (BA), Mass Communication/ Media Studies
2003 - 2007
Grade: 3.3
Activities and societies: I was working as an activist/ journalist at the Forum for Development & Human Rights Dialogue in the period between 2006 and 2007.
I earned my bachelor's degree in Mass Communication from October 6 University (O6U) from June 2003 to June 2007, I graduated with an honor degree (B+) and achieved 86.5% out of 100% overall score.
Tech stack
Software and tools used professionally
Tableau
Salesforce
Salesforce Sales Cloud
Lucidchart
Google Docs
Microsoft SharePoint
Gmail
Concur
Slack
Microsoft Teams
Zendesk
Jira Service Desk
BambooHR
Okta
Jira
HubSpot
Greenhouse
Google Workspace
Microsoft Office 365
Confluence
Trello
Asana
ClickUp
Microsoft Excel
Google Keep
monday.com
ZoomInfo
LinkedIn Sales Navigator
Evernote
FreshDesk
SurveyMonkey
Gainsight
Loom
Qualtrics
Microsoft Dynamics 365
Availability
Location
Authorized to work in
Salary expectations
Social media
Job categories
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