Senior Customer Success and Sales Leader

I am building the outbound sales motion from scratch for a B2B SaaS agri-tech startup. I am establishing CRM standards, pipeline governance, go-to-market processes, and foundational sales infrastructure.

My responsibilities include defining the ICP, building prospect lists, creating outreach sequences, developing discovery frameworks and proposal templates, and designing CRM workflows. I also carry a personal enterprise quota while operating as a player-coach and using AI for research, outreach preparation, proposal drafting, and pipeline analysis.

I took a deliberate career break focused on structured AI upskilling and professional development, with particular attention to AI applications in B2B customer success, sales, and enterprise operations.

During this period, I completed the Generative AI for Everyone certification from DeepLearning.AI and built three production-oriented AI projects: an automated job search intelligence platform, a seven-module AI tools curriculum, and a prompt engineering platform sandbox.

I led the enterprise customer success and sales function, owning a $12M annual portfolio and delivering 15–20% year-over-year growth through strategic enterprise account management, retention, adoption, and expansion initiatives.

I built and led a 15-member customer success and sales team, developed CS frameworks, playbooks, onboarding programs, health-scoring systems, and escalation processes. I also managed CXO relationships, led QBRs and EBRs, and drove proactive churn prevention and account growth across Fortune 500 and enterprise technology clients.

I owned strategic enterprise accounts and led customer success activities focused on adoption, retention, executive engagement, and account growth. My work contributed to 15% annual growth across managed accounts.

I designed customer success playbooks, health-monitoring frameworks, and escalation processes. I also generated a 13% increase in expansion revenue through systematic identification of upsell opportunities and disciplined account management.

I managed an enterprise account portfolio through proactive customer success engagement, trusted-advisor relationships, and disciplined CRM hygiene. I consistently exceeded quarterly retention and expansion targets by 5–8%.

I executed QBRs, managed at-risk accounts, identified upsell opportunities, and coordinated with cross-functional teams to deliver customer outcomes.

I led a team of 14 customer success and demand generation professionals. I developed account management frameworks, QBR templates, retention playbooks, and performance-tracking systems.

My leadership and process improvements contributed to a 20% improvement in team revenue. I also managed senior stakeholder relationships and coordinated with delivery, product, and sales teams.

I drove enterprise account development through consultative sales, US-market outbound and inbound execution, and disciplined pipeline management.

I was recognized as Executive of the Month in July 2015 for my performance and contribution to demand generation outcomes.

I worked as a Senior Customer Advisor, supporting customer service operations and client interactions in the insurance sector.

I worked as a Customer Finance Advisor, supporting customer finance-related service interactions and operational processes.

I worked as a Senior Customer Service Associate, delivering customer support and service operations experience.

Executive MBA focused on leadership, strategy, and marketing.

Bachelor of Commerce degree.