Client Account Manager | Customer Success Manager

Manage a portfolio of more than 100 B2B SaaS accounts, maintaining a churn rate below 7%. Serve as the primary operational partner for onboarding, account-health monitoring, client communication, renewals, adoption tracking, and QBR support.

Configure call-routing logic, operational scripts, and CRM integrations across HubSpot, Zapier, Clio, MyCase, and Lawmatics. Identify dormancy risks through usage monitoring, coordinate resolution of billing and technical issues, and partner with technical, product, and support teams to maintain 90% retention over the past 12 months.

Handled customer inquiries and operational escalations related to account security, identity verification, balance synchronization, and transaction discrepancies in a remote fintech risk operations environment.

Investigated flagged accounts with financial-crime and compliance teams while following regulatory and confidentiality protocols. Managed high-volume ticket queues, diagnosed account issues, and provided clear step-by-step technical guidance to customers.

Managed high-volume customer inquiries across digital and voice channels in Dubai, maintaining 90% CSAT while meeting strict SLA requirements.

Resolved Level 2 and Level 3 escalations involving billing errors, service outages, and technical disputes. Achieved over 60% retention among at-risk customers and supported process documentation and team mentoring for escalation and troubleshooting procedures.

Supervised a team of more than 10 operations specialists, overseeing task allocation, attendance, and adherence to operational benchmarks.

Tracked pipeline milestones and coordinated lead-qualification workflows, improving inter-team handoff time by 20%.

Provided technical consultation to more than 50 customers daily, supporting product selection, troubleshooting, and issue resolution.

Achieved a 95% customer satisfaction rating through strong product knowledge and clear communication. Built product expertise that improved customer experience and reduced escalation rates.

Completed a Bachelor of Technology degree in Mechanical Engineering.