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Shadab User

@shadabhassan

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Customer Success leader driving digital transformation and strategic partnerships across healthcare and biotech.

United States

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What I'm looking for

I seek customer-success or product-facing roles where I can drive strategic account growth, improve retention, and partner cross-functionally to deliver measurable customer value.

As a Customer Success Manager at Neota, the leading no-code AI platform, I utilize their comprehensive toolset to help clients automate processes, documents, and expertise. My 5+ years of experience in the healthcare/biotech space as part of the expert network industry gives me a unique perspective and in-depth knowledge of the field. My passion is assisting clients to reach their goals and drive success through the implementation of advanced technology and access to insightful data. My emphasis on building strong relationships and delivering exceptional customer service has led to high retention and satisfaction rates among my clients.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Neota Logic

Jan 2023 - Present (3 years)

Served as strategic partner and primary contact for 16 clients (~$1.1M ARR), maintained a 94% retention rate, and secured ~$2.1M in renewals for 2024–2025 while driving account growth and cross-sell.

Customer Success Account Management HubSpot QBRs Cross Sell Stakeholder Management Strategic Planning

Senior Client Services Manager

FirstThought

Nov 2021 - Jan 2023 (1 year 2 months)

Managed a book of business with direct client engagement, drove >$226k revenue in H1 2021 for healthcare advisory accounts, and coordinated multi-account operations and team training.

Client Services Revenue Growth Strategic Consulting Team Leadership Account Management Product Launches Operations

Research Manager

FirstThought

May 2021 - Nov 2021 (6 months)

Led research initiatives and contributed to >$300k firm-wide revenue in a month by expanding offerings and coordinating research operations across accounts.

Research Management Project Coordination Survey Design Revenue Generation

Senior Associate

Gerson Lehrman Group

Sep 2018 - Aug 2020 (1 year 11 months)

Executed time-sensitive expert research for North American financial services and healthcare clients, specializing in genomics, gene therapy, and sequencing platforms to inform client decisions.

Healthcare Research Genomics Primary Research Client Engagement Time Sensitive Delivery Subject Matter Expertise

Research Assistant

Johns Hopkins University

Mar 2018 - Sep 2018 (6 months)

Oversaw development of a study-wide relational database used by 500+ investigators, cleaned clinical data for a 30-year cohort (7,500 participants), and migrated tracking systems to Airtable to improve efficiency.

Clinical Data Management Database Design Data Cleaning Airtable

Innovation Fellow

NeuroLex Labs

Mar 2017 - Sep 2017 (6 months)

Worked on business development and market strategy for a digital health voice-test startup, authored research proposals repurposed for NSF/NIH applications, and supported fundraising and regulatory planning.

Business Development Market Strategy Digital Health Proposal Writing Regulatory Affairs Fundraising Product Strategy

R&D Engineering Intern

Ephemeral

Jul 2016 - Jan 2017 (6 months)

Contributed to formulation optimization for temporary tattoo inks, reduced manufacturing costs through materials recommendations, and developed SOPs while performing GLP-compliant experiments.

Root Cause Analysis SOP Development GLP Product Development

Graduate Student Researcher

New York University

Oct 2015 - Jan 2017 (1 year 3 months)

Assisted research on gold nanoparticle–protein interactions for biosensor applications, performed AFM and electrochemical analysis, and supported bench research projects under the PI.

Electrochemical Analysis Biosensors literature review Experimental Assistance Biomaterials