Malik Haris Ali
@malikharisali
Customer Success leader driving retention and product adoption in SaaS.
PakistanWhat I'm looking for
I am a Customer Success and Account Management professional with 5+ years of experience in SaaS and B2B, specializing in onboarding, product adoption, retention, and escalations. I have a proven track record improving client satisfaction, driving renewals, and delivering measurable results—92% client retention, 15-point NPS improvement, and reductions in churn risk and escalations.
I excel at cross-functional collaboration with Sales, Product, and Support, and I am proficient in Salesforce, HubSpot, Gainsight, Zendesk, and analytics tools. I mentor teammates, streamline processes, and design tailored success plans that increase engagement and uncover expansion opportunities.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
PayActiv
Jun 2024 - Present (1 year 4 months)
Cultivated enterprise and mid-market client relationships, driving onboarding, product adoption, and a 92% retention rate while reducing churn risk by 20% YoY and improving time-to-resolution by 30%.
Customer Success Specialist
Motive
May 2022 - Jun 2024 (2 years 1 month)
Led onboarding and adoption for Motive's fleet management platform, achieving a 90% onboarding completion rate and contributing to a 93% CSAT and 91% retention across managed accounts.
Customer Support Specialist
PayActiv
Apr 2021 - May 2022 (1 year 1 month)
Managed high-volume Tier 1 support interactions with a 95% QA score and sub-30 minute average first-response time while maintaining accurate Salesforce records and dashboards.
Customer Support Specialist
PayActiv
Oct 2019 - Apr 2021 (1 year 6 months)
Handled Tier 2 escalations and cross-functional issue resolution, improving first-contact resolution by 18% and reducing escalations by 22% while exceeding SLA turnaround targets.
Automotive Detailer
AutoExcel
Sep 2016 - Sep 2019 (3 years)
Operated garage services independently, managing customer interactions, scheduling, payments, and service delivery to ensure high customer satisfaction and operational efficiency.
Education
Degrees, certifications, and relevant coursework
RCRed River College
Diploma, Automotive Detailing
2016 - 2017
Completed a Diploma in Automotive Detailing focusing on practical detailing techniques and shop operations.
The City School
A Levels, A Levels
2011 - 2014
Completed A Levels curriculum preparing for university-level studies with emphasis on advanced secondary coursework.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
Skills
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