About
Customer Success professional with 5+ years of experience across SaaS, gaming and education, specializing in client relationship management, customer onboarding, retention, account management and escalation resolution. Experienced in serving as a key point of contact for customers, coordinating cross-functional teams and driving successful outcomes throughout the customer lifecycle. Strong technical understanding of CRM platforms, SaaS operations, API testing, QA and technical troubleshooting, with a data-driven approach to customer experience and operational improvement.
Skills & Expertise (23)
Work Experience
Customer Success Manager
Blockstar Pvt. Ltd.
Oct 2023 - Present
Managed a portfolio of SaaS client accounts, monitoring ARR/MRR, account health, engagement and retention throughout the customer lifecycle. Led client onboarding and implementation projects, coordinating requirements, timelines, stakeholders and product adoption from kickoff through successful go-live. Served as the primary customer point of contact, managing escalations, business requirements and cross-functional resolution across Product, Engineering, QA and Operations. Identified customer risks and engagement gaps and drove proactive follow-ups to support retention, expansion and long-term customer value. Coordinated multiple client projects simultaneously, maintaining project timelines, action items, dependencies and stakeholder communication. Partnered with technical teams on API integrations, product issues and QA validation to resolve customer-impacting problems efficiently.
Player Support Agent
Arise Gaming Pvt. Ltd.
May 2022 - Aug 2023
Supported global players across WB Games titles, including Mortal Kombat and Harry Potter, through multi-channel customer support. Managed and prioritized player tickets and customer cases using Zendesk and internal CRM systems, ensuring accurate documentation and timely follow-up. Troubleshot technical, account and gameplay-related issues, providing clear and customer-focused resolutions. Handled customer interactions through live chat, email and calls, maintaining service quality and a positive player experience. Investigated recurring player issues and escalated complex cases to the appropriate technical and internal teams for resolution. Maintained accurate case records and followed established support processes, SLAs and escalation procedures.
Senior Customer Relationship Manager
Upstep Academy LLP
May 2020 - May 2022
Served as the primary point of contact between parents and coaches, managing communication, requirements, concerns and ongoing relationship needs. Managed parent/customer relationships through calls, emails and live chat, ensuring timely responses and a positive customer experience. Coordinated with coaches and internal teams to resolve customer concerns, manage escalations and ensure smooth delivery of services. Monitored Relationship Manager performance, identified improvement areas and supported the team in maintaining service and customer satisfaction. Built strong customer relationships and implemented customer-retention strategies to improve engagement and long-term satisfaction. Supported contract-related discussions and coordinated with stakeholders to ensure customer requirements were addressed.
Education
Post Graduation in Business Management
2020 - 2022 · Afghanistan
Bachelor of Management Studies
2017 - 2020 · Afghanistan
Certifications
No certifications added yet
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Citizen
Relocation
Open to Relocation
Skills (23)
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