Ahmed Ismael

Senior Customer Success Manager

Profile summary

Career highlights

Key skills

Professional experience

• •Commercial & Portfolio Ownership: Direct commercial responsibility for a $3M+ ARR portfolio of 100+ enterprise and mid-market accounts, driving account retention, Net Revenue Retention (NRR), and expansion across strategic MENA clients.
• •Enterprise Workspace Architecture: Lead end-to-end technical solution design, including custom workspace architecture, automated cross-departmental workflows, governance, permissions, and executive dashboards, to accelerate time-to-value and eliminate operational bottlenecks.
• •AI Transformation & Agentic Workflows: Champion client AI adoption by deploying monday.com AI agents, automated reporting, task generation, and custom prompt engineering, driving measurable operational efficiency and platform stickiness.
• •Executive Alignment & EBRs: Partner directly with C-suite executives, department heads, and Account Managers to conduct Executive Business Reviews (EBRs) and align platform deployment with core client ROI goals.
• •Cross-Functional Alignment: Collaborate seamlessly with Sales and Implementation teams across pre-sale discovery, post-launch onboarding, and configuration validation to proactively identify adoption gaps and eliminate churn risk.

Shaped customer success strategy, steering operations for major media and publishing accounts across the region. Defined engagement models and directed enterprise onboarding to secure retention targets.

• •Increased client retention by 32% and engagement by 38% through proactive value management practices, lifecycle checkpoints, and goal-aligned QBRs.
• •Reduced churn by 18% while contributing to 20% YoY revenue growth by driving tiered feature adoption and cross-selling analytics modules.
• •Elevated NPS to 93% and reduced technical issue resolution time by 30% by managing enterprise escalations across CMS workflows, integrations, and data pipelines.

Defined support operations strategy, steering international regions. Directed a thirty-member Tier 1 and Tier 2 support team to maintain technical infrastructure and service delivery standards.

• •Maintained ninety-six percent SLA compliance across international regions through structured team management.
• •Raised CSAT by twenty-five percent through direct oversight of support personnel.
• •Optimized escalation standard operating procedures and technical documentation, reducing cross-departmental escalations by thirty percent.

Directs commercial operations for an enterprise portfolio, steering retention, Net Revenue Retention, and expansion across MENA clients. Manages end-to-end technical solution design, governance, and executive dashboards to accelerate time-to-value. Partners directly with C-suite executives and department heads to conduct Executive Business Reviews.

• •Deploys monday.com AI agents, automated reporting, task generation, and custom prompt engineering to drive client platform stickiness.
• •Collaborates with Sales and Implementation teams across pre-sale discovery, post-launch onboarding, and configuration validation to eliminate churn risk.

• •Achieved 95% product adoption within 15 days for enterprise publishing clients by executing structured success roadmaps and stakeholder alignment.
• •Increased client retention by 32% and engagement by 38% through proactive value management practices, lifecycle checkpoints, and goal-aligned QBRs.

• •Designed structured onboarding frameworks that increased product usage by 40% and maintained an 85% first-year retention rate across MENA enterprise accounts.
• •Raised NPS from 81% to 96% and reduced average first reply time from 24 hours to 6 hours by modernizing support workflows and team coaching.

• •Maintained 96 percent SLA compliance while raising customer satisfaction by 25 percent across international regions.
• •Optimized technical documentation and escalation standard operating procedures, resulting in a 30 percent reduction in cross-departmental escalations.

Education

Certifications

Languages