Open to opportunities

Wassim Chokri

@wassimchokri

Message

I am a Customer Success and Service Delivery Manager driving retention and expansion.

United Kingdom

Message

What I'm looking for

I’m seeking a senior customer-success or service-delivery role in a collaborative, remote-first SaaS or regulated-finance company where I can own enterprise accounts, lead teams, reduce churn, and drive expansion through strategic QBRs and operational excellence.

I am a results-driven Customer Success and Service Delivery Manager with 10+ years’ experience working across SaaS, open-source platforms, and regulated financial environments. I focus on building trusted client relationships and delivering measurable value.

I manage enterprise portfolios end-to-end, leading onboarding, QBRs, success planning and product education to drive retention and uncover expansion. I regularly act as the escalation point for major incidents and produce clear RCAs and service reports for stakeholders.

I lead and mentor support and service teams, championing operational best practices, SLA delivery and service recovery initiatives. I have run large IT service contracts, coordinated multi-site operations and improved team performance through coaching and process improvements.

I thrive in player‑manager roles within remote-first, cross-functional SaaS and regulated-finance organisations, where I can combine hands-on customer success, incident leadership and team development to reduce churn and grow enterprise accounts.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery & Customer Success Lead

Current

CoreFiling

Jun 2022 - Present (3 years 2 months)

Manage a portfolio of enterprise financial services clients delivering onboarding, QBRs, and ongoing value realisation across XBRL/iXBRL while acting as escalation lead for major incidents and producing RCAs to improve CSAT and retention.

Customer Success Incident Management Root Cause Analysis Jira Stakeholder Management SaaS CSAT Change Management

Service Delivery Manager

ESP

Jun 2021 - Mar 2022 (9 months)

Managed enterprise IT service contracts and budgets for e-gates across major UK airports and European sites, overseeing site-time operations of 30+ engineers. Delivered RCAs and performance reports that improved SLA compliance and mentored helpdesk staff to raise first-time fix rates.

IT Service Management Incident Management SLA Management Team Leadership Logistics Budget Management Stakeholder Management

Club Service Manager

iST Fitness

Apr 2021 - Jun 2021 (2 months)

Delivered launch support for a new facility, recruited and trained staff, and created operations materials to drive community engagement and facility readiness.

Staff Training Operations Community Engagement Documentation

Service Manager

IRI

Mar 2014 - Feb 2021 (6 years 11 months)

Served as account owner and first point of contact for global clients including Unilever, P&G and Danone on contracts typically ≥£3M; built weekly Asda reports under a £25,000 penalty clause and streamlined delivery processes to reduce turnaround time by 66%.

Account Management Stakeholder Management SLA Management Process Improvement Data Reporting Project Delivery

Solution Specialist

IRI

Aug 2011 - Feb 2014 (2 years 6 months)

Supported FMCG clients with reporting and pricing data solutions and delivered business-critical insights through platform configuration and analysis.

Reporting Platform Configuration Data Analysis Stakeholder Engagement

Education

Degrees, certifications, and relevant coursework

Thames Valley University

Higher National Diploma, Business Studies

2005 - 2007

Completed a Higher National Diploma (HND) in Business Studies at Thames Valley University from 2005 to 2007, focusing on core business principles and practical management skills.