Email: zara.ahmed@example.com | Phone: +1 555-0134 | LinkedIn: https://www.linkedin.com/in/zara-ahmed | Portfolio: https://zarahmed.example/retention
Profile Summary
Dynamic customer success professional with 5+ years of experience in elevating retention metrics and driving lifetime value. Proven track record in proactive outreach, issue resolution, and cross functional collaboration. Adept at using CRM data to segment customers, anticipate risk, and implement win back and renewal campaigns. Strong communicator who builds trust with diverse client bases.
Experience
NovaTech Solutions · Minneapolis, MN
July 2020 – Present
- Reduced quarterly churn by 18% through proactive health scoring and targeted renewal nudges.
- Led a cross functional initiative to redesign onboarding that improved time to first value by 22%.
- Implemented at risk alerts and a monthly retention playbook resulting in a 4 point increase in NPS.
BrightWave LLC · New York, NY
Jan 2017 – Jun 2020
- Built a customer feedback program that informed product improvements and supported a 12% increase in renewal rate.
- Developed multi channel outreach including email, calls and webinars leading to higher product adoption.
Skills
Customer Retention
Churn Reduction
Customer Success
Renewals
CRM: Salesforce, HubSpot
Data Analysis
VOC
Onboarding & Adoption
Certifications
- Certified Customer Success Manager (CCSM) - SuccessHACK
- HubSpot Service Software Certification
Education
Bachelor of Arts in Communications, University of Metro, 2012 - 2016, City Center