Shaun Alfanso
@shaunalfanso
Customer Success leader driving retention, upsell, and strategic growth for enterprise accounts.
PakistanWhat I'm looking for
I am a Customer Success Manager with 5+ years managing enterprise accounts, optimizing customer journeys, and delivering measurable retention results. I specialize in driving upsell, aligning stakeholders, and reducing churn for high-value portfolios.
At DigitalOcean (Cloudways) I managed 500+ enterprise clients, maintained under 1% churn, and achieved 35% product adoption growth through targeted expansion strategies. I collaborate closely with cross-functional teams to align product delivery with customer objectives and improve overall experience.
I have a strong track record of leading strategic projects, automating internal processes to reduce task times, and producing executive-level reports that inform leadership decisions. I also mentor and onboard new hires to scale customer success capability.
I hold a BBA in Marketing and certifications in Customer Success and Project Management. I seek to contribute my expertise in account growth, customer retention, and process optimization to a results-driven team.
Experience
Work history, roles, and key accomplishments
Account Manager
Acorn Technology Services
Jun 2025 - Present (4 months)
Collaborate with account teams to develop and manage customer budgets, prepare Quarterly Business Reviews, and maintain organized customer budget records to support retention and growth.
Senior Customer Success Manager
DigitalOcean (Cloudways)
Nov 2018 - Jun 2025 (6 years 7 months)
Managed 500+ enterprise accounts, maintained <1% churn, drove 35% product adoption growth through upsell and cross-sell strategies, and mentored new team members to improve customer outcomes.
Customer Support Specialist
Modisoft Pvt Ltd
Jun 2018 - Nov 2018 (5 months)
Onboarded and supported U.S. retail clients on POS and back-office systems and promoted to team lead within five months for leadership and service excellence.
Customer Service Executive
Knowledge Path LLP
Feb 2014 - May 2018 (4 years 3 months)
Managed global customer service for business formation and compliance services, administered CRM systems, and identified upselling opportunities to drive revenue.
Education
Degrees, certifications, and relevant coursework
Emaan Institute of Management and Sciences
Bachelor of Business Administration, Marketing
Completed a BBA in Marketing at Emaan Institute of Management and Sciences, focusing on marketing principles and business management.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
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