Flexera

Director of Customer Success

Customer Success Collective

The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth.

Member

Women in Customer Success

Member of Women in Customer Success (WiCS), a global platform empowering women in CS through mentorship, networking, and professional development opportunities. The community features the pioneering WiCS Podcast and PowerUp development program.

CxXchange

Member of CxXchange, a community of post-sales leaders and professionals focused on customer success, support, implementation, and revenue operations.

Member and Contributor 

TFPA | The Fintech and Payments Advisory Network

● Engage with SMBs, Enterprise, FinTech and payment clients to understand their strategic objectives and market expansion plans. 
● Support continuous improvement and operational transformation by providing market insights and recommendations based on best practices and industry trends.
● Consult with client teams to establish scalable and efficient Customer Success tools and practices, including customer journey workflows, implementation plans, onboarding processes, account segmentation, GTM strategy, performance metrics (KPIs and SLAs, QBRs, CS Surveys, revenue management, renewals).  
● Contribute to collateral such as playbooks, training guides, white papers, webinars and guides to support client’s marketing, learning and development activities

Customer Success Consultant

RS2 Software plc

● Directed customer success activities for all customers, from SMBs to Enterprise, including some of the largest banks in the US, representing $35M+ in ARR.
● Optimized the customer experience by initiating a differentiated client journey through onboarding, technical integration, and go-to-market stages, enhancing engagement and collaboration.
● Created and implemented a formal process to capture issues, opportunities, and action items from all client meetings and touchpoints.
● Worked cross-functionally with Engineering and Product teams, driving a 40% revenue growth through new product adoption of RS2’s cloud technologies.
● Collaborated with technical support teams to address customer pain points via Zendesk ticketing data analyses, resulting in a 10% decrease in customer support tickets.
● Hired, trained, and managed customer success managers, developing and refining their skills through personalized coaching and mentoring, resulting in heightened customer satisfaction and retention rates.
● Owned and administered weekly, monthly, quarterly and yearly client revenue projections, billables, and revenue forecasting and recognition KPIs.
● Responsible for client contract renewals, auditing pricing and cost details in collaboration with Finance.
● Developed an onsite business review process and presentation deck, conducting business reviews across the client base to facilitate direct and more impactful engagement with business stakeholders.
● Established key customer satisfaction metrics and KPIs, including CSAT, NPS, and client churn measurement.
● Provided strategic feedback to the Sales team, helping streamline pricing and contract SLAs in Salesforce.

Director, Customer Success

Visionet Systems Inc.

● Orchestrated all Customer Success activities for 50+ clients, from onboarding to renewal with an ARR of $45MM+ while managing the customer success team. 
● Ensured 100% renewal rates and zero attrition for the year, effectively reducing churn.
● Increased annual customer satisfaction (CSAT) scores by 20% compared to the previous year.
● Created a company-wide customer feedback loop via CSAT surveys in collaboration with the internal audit and control team, followed by analysis and action plans.
● Diversified revenue in existing accounts through cross-selling and up-selling of processes and in-house applications utilizing Salesforce, HubSpot and Microsoft Dynamics CRM.
● Created and tracked YTD revenue projections for each process, application and service across all clients. 
● Worked with pricing and legal teams on contract renewals, SOWs, pricing and contract renegotiation.
● Conducted data analyses on all client feature requests, tracked their financial impact, and collaborated with Engineering to prioritize them, including AI and ML initiatives for Visionet’s flagship products.

Vice President, Client Success

i2c Inc.

● Mentored and grew a team of customer success managers, serving as the primary point of contact for all global clients and providing consultative support and strategic insight.
● Oversaw a diverse portfolio of global FinTech, Start-Ups, SMB and Enterprise clients generating $20M+ in ARR. 
● Delivered a 150% increase in year-end revenue via product adoption and expansion resulting in the largest client in i2c's portfolio.
● Developed and maintained strong relationships with key client stakeholders, resulting in a 30% increase in customer referrals.
● Partnered closely with the Sales and Implementation teams during client onboarding, testing and throughout the implementation lifecycle, reducing time-to-market by 15%.
● Collaborated cross-functionally with Engineering, Support, Marketing, Product, and Support teams to address client concerns, escalations, and implement product enhancements and new features.
● Managed client relationships across the global portfolio, owning client retention, NRR, GRR, ARR, and other KPIs.
● Worked with the AI and ML teams to draw insights from fraud-based data analytics and provide recommendations to clients. 
● Resolved past-due receivables, contract renewals, and subsequent pricing and term renegotiations.
● Created and validated monthly and YTD revenue projections for each client, leading to 85% alignment with projected figures.

Senior Director, Global Client Success

Director, Global Client Success

Systems Limited

● Managed a team of over 150 global operations employees, overseeing operations to drive efficiency and achieve strategic objectives, including five direct reports who supervised the 150 employees, and recruited and interviewed candidates for the department.
● Restructured the entire customer support organization to become more performance-focused, improving workflow and reducing expenses by 25%.
● Identified core competencies of employees and developed teams for various client projects, including identifying and developing necessary supervisory cadre.
● Established regular performance review and coaching sessions, setting targets to help the team achieve required performance benchmarks and client SLAs.
● Analyzed and summarized daily/weekly/monthly productivity reports to track and monitor performance, KPIs and SLAs and provided recommendations for improvement

Head, Customer Services Unit

Account Manager

ibex

Assistant Manager, Customer Operations

Supervisor, Training

CSR/Trainer

➡️Ayeshah@gmail.com | Customer Success Executive | Director Customer Success | VP Customer Success | 
Achievements include: 
-Managed portfolios totaling $155M+ in ARR
-Achieved 100% renewal rates 
-Increased customer satisfaction scores by 20%
-Augmented ARR by 150%
-Led and mentored global teams of 150+


I'm a driven Customer Success Executive with extensive experience in Customer Service, Account Management and Operations, specializing in SaaS, FinTech, mortgage, title insurance, ITAM and payment processing industries. I excel at driving growth and optimizing customer experiences by seamlessly integrating people, technology, and processes.

With a proven track record in managing and scaling global customer success teams, I have consistently delivered results, including a 150% increase in ARR and a 20% improvement in customer satisfaction scores. My expertise lies in leading strategic initiatives that enhance product adoption, retention, and overall client value.

Passionate about building strong client relationships and working collaboratively across cross-functional teams, I serve as both a player and a coach, ensuring that customer success is achieved through effective strategies and metrics. 

Core competencies:
-Salesforce
-HubSpot
-Gainsight
-Zendesk
-Jira
-Google Workspace
-AWS
-Microsoft Dynamics 365
-MS Office
-Leadership
-Revenue management
-Retention
-Data analyses

Key Skills and Strengths: 

-Team Development and Mentorship
-Executive Communication
-Cross-functional Communication 
-Strategic Planning and Execution
-Revenue Growth and Commercial Impact
-Data Analysis and Business Intelligence
-Change Management
- Polyglot - English, Urdu, Hindi, Punjabi


Caffeine, carbs and 10k steps daily devotee (because balance!).

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