Samia Khan

Led and empowered a global team of 8 Solution Architects, increasing productivity 20% and scaling 26 strategic playbooks that reduced time-to-onboard 65.6% and improved NPS from -25 to 85.7. Built global delivery and KPI frameworks and launched enterprise engagement models, increasing delivery capacity ~20%, service-driven revenue 15%, enterprise gross retention 5%, and reducing escalation resolut

Led and scaled a global Customer Success team managing a $16M+ ARR portfolio with 92%+ renewal rates. Increased enterprise NPS by 4 points to 48, implemented AI-driven workflows to accelerate CS efficiency 20% while improving Net Dollar Retention, and reduced manual workflows by 30% through process automation.

Led Americas customer success cloud delivery and global escalation programs, improving crisis response and customer satisfaction across a $1.7B ARR portfolio. Reduced escalation resolution times by 30%, shifted to proactive management, and partnered cross-functionally to reduce repeat escalations by 10%.

Directed a regional escalation management team handling critical customer issues across the Americas. Improved response efficiency and introduced new service delivery models to increase customer value and loyalty.

Managed complex enterprise escalations by aligning internal teams to expedite resolution and strengthen executive relationships. Served as a trusted advisor by consistently delivering customer outcomes.

Led critical-issue management and software delivery improvements for enterprise clients. Developed and maintained Windchill upgrade tools, improving performance and process efficiency.

Earned a Master of Science in Software Engineering at the University of St. Thomas in St. Paul, MN.

Earned a Bachelor of Arts in Computer Science & Mathematics from Ripon College in Ripon, WI.