Open to opportunities

Sana Naaz

@sananaaz

Message

I drive enterprise retention and expansion in B2B SaaS through customer success.

Ireland

Message

What I'm looking for

I’m looking for a B2B SaaS role where I can own enterprise customer outcomes end-to-end—driving retention, expansion, and NPS via C-suite alignment, adoption, and measurable success planning—while applying AI-driven insights to improve customer value.

I’m an MBA graduate (First Class Honours) with 6+ years of customer success experience in B2B SaaS, owning the full customer lifecycle for 500+ enterprise accounts. I’ve delivered 30% retention growth, 25% NPS improvement, and 95%+ customer satisfaction through C-suite engagement, product adoption, and scalable success planning.

At Scaler, I served as the primary point of contact across enterprise accounts, running EBRs/QBRs and forecasting churn and account growth using customer health and usage signals. I also managed a post-sales team of 30, implemented CRM automation and internal process improvements that reduced manual workload by 40%, and contributed to a 10% reduction in refunds.

Earlier at BYJU’S, I progressed from Senior Product Specialist to Customer Success Manager and Service Delivery Project Manager—driving escalation workflows, SLA compliance improvements, and measurable retention gains. I’ve led Salesforce implementation across 8 business units (50,000+ users) using Agile/DevOps tools, and I’m especially passionate about AI-driven solutions—supported by a Generative AI for Business Leaders certification and hands-on AI prompting tool experience.

Experience

Work history, roles, and key accomplishments

Business Operations Manager

Scaler

Jun 2022 - Jan 2024 (1 year 7 months)

Owned end-to-end customer lifecycle for 500+ enterprise accounts, driving measurable retention and expansion outcomes (30% retention growth, 25% NPS improvement) through C-suite engagement, product adoption, and success planning. Forecasted churn and growth via customer health and usage analytics, implemented CRM automation and internal playbooks (40% less manual workload), and reduced refunds by

Customer Success Management QBR EBR Executive Reviews NPS Customer Health Value Realization

Service Delivery Project Manager

Think and Learn Pvt. Ltd. (BYJU'S)

Feb 2020 - Jun 2022 (2 years 4 months)

Managed Salesforce implementation across 8 business units (50,000+ users), leading requirements gathering, configuration, UAT, and Agile go-lives using Jira and Confluence in a DevOps delivery environment. Improved retention by 30% and reduced escalated issue resolution time by 15% by developing SOPs, governance frameworks, and internal communication processes across 60+ stakeholders.

Salesforce Implementation Agile Project Management Jira Confluence UAT & Go Live DevOps Stakeholder Management Governance

Customer Success Manager

Think and Learn Pvt. Ltd. (BYJU'S)

Jun 2019 - Feb 2020 (8 months)

Reduced reporting delays by 60% using real-time performance dashboards, proactive check-ins, and business reviews while partnering with internal product and engineering teams as a customer advocate. Managed end-to-end escalations and quality control initiatives to increase SLA compliance by 10% and deliver timely resolutions within TAT.

Customer Success Management Performance Dashboards Escalation Management SLA Cross Functional Collaboration Quality Control

Senior Product Specialist

Think and Learn Pvt. Ltd. (BYJU'S)

Jan 2017 - Jun 2019 (2 years 5 months)

Resolved escalated enterprise client issues, maintaining 95%+ satisfaction through success planning, strategic problem-solving, and cross-functional coordination. Improved customer experience by reducing average resolution turnaround time from 72 to 24 hours via workflow automation and data-driven process improvements, and mentored 12 team members in customer research methodologies.

Workflow Automation Customer Research Stakeholder Management Process Improvement