Open to opportunities

shamima haque

@shamimahaque

Message

Enterprise Customer Success leader improving adoption, churn prevention, and renewals for global SaaS accounts.

India

Message

What I'm looking for

I’m looking for an enterprise SaaS role where I can own the full customer success lifecycle—drive adoption, prevent churn, and guide renewals—using data-driven QBRs, proactive outreach, and cross-functional collaboration across Product and Engineering.

I’m an Enterprise Customer Success professional with 8+ years managing high-value SaaS accounts across global brands. At Wipro, I independently owned 20+ enterprise accounts on Cision’s PR SaaS platform, sustaining 98% CSAT and 98% SLA adherence while proactively resolving 95% of issues within 24 hours.

I focus on retention through proactive account health monitoring, renewal support, and identifying expansion opportunities during structured business reviews. I also drive adoption by building onboarding and customer-facing knowledge bases from scratch, training and mentoring teams, and collaborating cross-functionally with Product and Engineering to reduce repeat issues.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Wipro

Jan 2021 - Jan 2024 (3 years)

Owned the full success lifecycle for 20+ enterprise accounts on Cision’s PR SaaS platform, sustaining 98% CSAT and 98% SLA adherence. Resolved 95% of issues within 24 hours, maintained 1–2 escalations per quarter, increased active feature usage by ~25%, and reduced repeat support queries by ~20% via a knowledge base and training programs.

Enterprise Account Management Churn Prevention CSAT SLA Management Salesforce Jira

Communications Manager

RetailersBook

Jan 2020 - Jan 2021 (1 year)

Developed user-facing content and product guides that streamlined first-use onboarding and reduced onboarding-related support queries. Managed digital community engagement and translated product changes into consistent customer-facing messaging across channels.

Customer Communications Digital Community Management Onboarding Messaging Documentation

Corporate Communications Executive

Travel Triangle

Jan 2019 - Jan 2020 (1 year)

Maintained a 24-hour SLA for high-volume inbound communications by coordinating with service teams and using structured handoff protocols to shorten resolution cycles. Standardized email response templates to reduce drafting time while ensuring brand-consistent customer communications.

Customer Communications SLA Management Escalation Handling Cross functional Coordination Email Communication Brand Consistency Process documentation

Co-Founder & CMO

Adorrn

Jan 2017 - Jan 2019 (2 years)

Built customer communication and lifecycle messaging processes from scratch for a D2C e-commerce business, driving repeat purchase engagement in a bootstrapped environment. Managed end-to-end customer journey from acquisition to retention and created early churn indicators based on purchase gap analysis.