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Maaz Sarim

@maazsarim

Senior Customer Success Manager at DigitalOcean (Cloudways), managing a $550K MRR portfolio and growing one high-value account by 183%.

Pakistan

Message

At DigitalOcean (Cloudways), I manage a $550K MRR portfolio across 500+ customer accounts, focusing on retention, growth, customer risk, and ongoing relationships.

I own the NPS program and executive reporting, sharing customer trends, risks, and recommendations with senior leaders. I also track sentiment and account health to surface concerns early.

When a high-value customer showed recovery and growth potential, my outreach resulted in 183% MRR growth on that account. I also handle complex escalations across performance, security, infrastructure, and billing, coordinating with Support, Engineering, and Product.

Previously at DigitalOcean (Cloudways), I managed a $300K MRR portfolio and helped grow it to $550K MRR through retention and customer expansion. At NAXXA Consulting, I increased product usage by 15% and achieved a 90% renewal rate as an Account Manager.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

DigitalOcean (Cloudways)

Mar 2026 - Present (7 months)

Own a $550K MRR portfolio across 500+ customer accounts, managing retention, growth, risk, and executive reporting. Lead NPS program and present trends to senior leadership.

Customer Success Strategic Account Management Retention Account Growth Risk Management NPS Executive Reporting Stakeholder Management Escalation Management AI Tools

Customer Success Manager

DigitalOcean (Cloudways)

Dec 2023 - Feb 2026 (2 years 2 months)

Managed a $300K MRR portfolio across 500+ accounts, driving retention and expansion. Grew portfolio to $550K MRR before promotion.

Customer Success Account Management Retention Account Growth Customer Support Cross Functional Collaboration

Account Manager

NAXXA Consulting

Mar 2021 - Aug 2023 (2 years 5 months)

Managed customer relationships across onboarding, adoption, retention, renewals, and growth. Increased product usage by 15% and achieved a 90% renewal rate.

Account Management Customer Onboarding Adoption Retention Renewals Upselling Cross Selling Risk Management

Data Engineer Intern

IBM

Jun 2022 - Sep 2022 (3 months)

Gained introductory exposure to SQL, relational databases, and core data engineering concepts during a four-month internship.

SQL Relational Databases Data Engineering

Customer Support Agent

NAXXA Consulting

Jan 2020 - Feb 2021 (1 year 1 month)

Supported customers with onboarding, product guidance, and issue resolution, maintaining a 98% resolution rate and 95% satisfaction rate.

Customer Support Onboarding Issue Resolution Customer Satisfaction Adoption

Customer Sales Representative and Mortgage Loan Officer

Touchstone Communications

Apr 2018 - Mar 2019 (11 months)

Handled high-volume customer conversations across acquisition, product guidance, and account support, maintaining an 85% satisfaction rating. Introduced a retention approach that reduced cancellations by 5%.

Customer Sales Mortgage Loans Customer Support Retention Mentorship