Open to opportunities

Usman User

@usmanuser1

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Customer Success & CX Operations Leader with SaaS expertise.

Pakistan

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What I'm looking for

I seek a role that fosters collaboration, innovation, and growth opportunities.

I am a dedicated Customer Success and CX Operations Leader with extensive experience in SaaS and process optimization. Currently, I manage a team of Account Managers at Motive, where we successfully expanded our SMB accounts and exceeded churn targets. My focus on data-driven decision-making has consistently resulted in improved customer retention and satisfaction.

Throughout my career, I have led teams to achieve remarkable results, such as maintaining a 105% Net Revenue Retention and receiving the Golden Compass Award for outstanding performance. My expertise in CRM systems and business intelligence has enabled me to implement effective strategies that enhance customer engagement and drive business growth.

I am passionate about fostering a culture of continuous improvement and collaboration within my teams. My commitment to excellence is reflected in my ability to align customer success initiatives with organizational goals, ensuring that we not only meet but exceed customer expectations.

Experience

Work history, roles, and key accomplishments

Current

Manager, SMB Account Management

Current

Motive

May 2025 - Present (3 months)

Led a team of Account Managers focused on SMB expansion, achieving a 22% reduction in churn and 6% growth in Book of Business (BoB) in Q2. Served as a Subject Matter Expert (SME) in the newly formed Account Management organization and owned KPI tracking for the entire SMB segment.

Account Management SMB Sales Business Expansion KPI Tracking Sales Leadership

Associate Manager, Commercial Customer Success

Motive

Jan 2025 - Present (7 months)

Led a team of Customer Success Managers overseeing a $16M+ ARR book of business, consistently maintaining 105% Net Revenue Retention. Oversaw the execution of Joint Success Plans, customer trainings, and Business Reviews to drive adoption and demonstrate value.

Customer Success Net Revenue Retention Customer Training Data Driven Decision Making Business Intelligence

Associate Manager, SMB Customer Success

Motive

Jul 2024 - Present (1 year 1 month)

Led a team of Customer Success Managers overseeing a collective book of business exceeding $8M ARR, delivering 95% retention and over 3% expansion per quarter. Identified and resolved key reporting issues in STACK ranking across the segment within the first month.

Customer Success Management Customer Retention Business Expansion Reporting Performance Tracking

Principal Operations Analyst - Customer Success

CureMD

Nov 2022 - Present (2 years 9 months)

Designed and delivered training programs for team leads and managers to promote adoption of best practices. Led CRM migration to Dynamics Customer Engagement, targeting a 15% SLA improvement via unified communication channels.

Operations Analysis Customer Success Power BI

Manager - Customer Experience

G1G Travel

Jan 2022 - Present (3 years 7 months)

Mapped customer journeys and created playbooks, boosting Customer Lifetime Value (CLV) by 30%. Designed the customer success unit structure and implemented Zendesk for performance tracking.

Customer Experience Customer Journey Mapping Zendesk Workforce Management Recruitment Product Roadmapping

Manager - Customer Success

WellnessLiving (OneUnit BPO)

Oct 2019 - Present (5 years 10 months)

Developed a workload distribution process, achieving less than one hour first response time and over 90% resolution rate within 48 hours. Collaborated in establishing a Data Integrity and Analysis team to improve data quality and develop comprehensive reports.

Customer Success Workload Distribution Data Integrity Reporting Call Center Operations

Manager - IT

WATIM Medical and Dental College

Jan 2017 - Present (8 years 7 months)

Led a software development team to build hospital management and information systems. Implemented and maintained Linux-based web and mail servers, and designed comprehensive CCTV and LAN infrastructure.

IT Management Software Development Linux Server Administration Network Infrastructure Procurement System Implementation

Data Extraction Analyst – Data Integrity

DataSeed BPO

Jan 2014 - Present (11 years 7 months)

Developed in-house solutions to reduce dependency on third-party vendors for data collection. Contributed to the design of a custom reporting and flagging tool, ensuring data collection accuracy.

Data Extraction Data Integrity Designing Reports