Zara Ahmed
@zaraahmed
I build revenue-driving customer success operations for payments and SaaS customers.
IndiaWhat I'm looking for
At dLocal, I lead Customer Success across APAC, managing India-based CSMs and portfolio outcomes including upsells and expansions for 20+ merchants. I own enterprise merchant relationships across LATAM, EMEA, and APAC through complex payment workflows, go-lives, cards, APM expansions, and new-market coverage.
I've driven TPV growth, retention, cross-selling, renewals, and performance optimization, achieving 115% of target TPV ($750M in 2025) while maintaining NPS above 50%. I design scalable onboarding, QBR, escalation, and renewal playbooks, and use Claude, Glean, Salesforce, SQL, NRQL, and PROMQL to automate repetitive workflows.
Previously, I managed customer success at Salesforce, Sezzle, and Fyle, supporting onboarding, adoption, retention, integrations, go-lives, and growth across SaaS, fintech, and payments portfolios.
Experience
Work history, roles, and key accomplishments
Led the India CS team of 3 CSMs, set performance benchmarks, and owned portfolio outcomes including upselling and expansions across 20+ merchants. Designed scalable playbooks and SLAs, and leveraged AI and automation to streamline CS tasks.
Education
Degrees, certifications, and relevant coursework
University of Calcutta
Master of Commerce, Accounts and Finance
2015 - 2017
Pursued a Master's degree in Accounts and Finance, focusing on advanced financial accounting and management principles.
University of Calcutta
Bachelor of Commerce, Commerce
2013 - 2015
Completed a Bachelor of Commerce degree, building a strong foundation in commerce, accounting, and business studies.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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