Toni Samy
@tonisamy
Customer Success renewals specialist driving retention and expansion through proactive health monitoring.
EgyptWhat I'm looking for
I’m a Customer Success and renewals specialist with 4+ years across B2C service and B2B SaaS. I manage SMB to mid-market accounts and own the end-to-end customer lifecycle—account health, renewals, and expansion.
In my current role, I operate a non-touched model across EMEA with global coverage, maintaining a 71% renewal rate. I do this through proactive customer engagement, usage tracking, continuous customer health assessments, and early risk intervention.
I focus on identifying and driving expansion opportunities based on customer adoption, usage trends, and lifecycle stage. I also manage full renewal lifecycle tasks, including engagement, renewals, contract alignment, and execution, while being the primary point of ownership for customer outcomes.
Before this, I supported frontline teams, coached new hires, and reduced escalations through on-floor guidance. I’ve also delivered customer support and provided technical troubleshooting on FTD’s website and mobile app, escalating complex issues when needed and communicating guidance clearly to customers.
Experience
Work history, roles, and key accomplishments
Owned end-to-end customer lifecycle for SMB–mid-market accounts, including customer health monitoring, renewals, and expansion in a non-touched model. Maintained a 71% renewal rate through proactive engagement, usage tracking, and early risk intervention.
Provided real-time support to frontline teams to resolve customer issues and improve service delivery. Coached new hires and reduced escalations through on-floor guidance.
Converted inbound and outbound leads into paying customers. Scheduled qualified sales opportunities for the sales team.
Delivered customer support across travel services and bookings. Provided product guidance and handled customer inquiries.
Troubleshot technical issues on a website and mobile app, diagnosing root causes and implementing solutions. Communicated technical guidance to customers and escalated complex cases to appropriate teams.
Education
Degrees, certifications, and relevant coursework
University of Alexandria
Bachelor of Business and Finance, Business and Finance
2018 - 2022
Bachelor's degree in Business and Finance (English section) through the Faculty of Commerce at the University of Alexandria.
College Saint Marc
High School Diploma, High School
2005 - 2018
Completed high school education and earned a High School Diploma at College Saint Marc.
Availability
Location
EgyptAuthorized to work in
Job categories
Skills
Interested in hiring Toni?
You can contact Toni and 90k+ other talented remote workers on Himalayas.
Message ToniGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
