Customer success professional specializing in strategic account management and enterprise client success. Proven track record in driving satisfaction, retention, and impactful delivery across high-profile sectors.
Overview
8
8
years of professional experience
10
10
Certifications
2
2
Languages
Work History
Senior Customer Success Manager
Lucidya
02.2022 - Current
Managing onboarding and success delivery for enterprise clients across various sectors including government, telecom, and environment
Leading account growth and customer engagement by tailoring solutions, driving platform adoption, and ensuring measurable impact
Responsible for delivering high-quality reports and insights based on client requirements using Lucidya’s social listening and analytics platform
Collaborated with internal teams (Data, Product, and Professional Services) to ensure client goals are met effectively and within timeline
Promoted to Senior Customer Success Manager in early 2025 with an expanded role that includes leading strategic accounts and managing high-impact projects for government entities. Responsible for strengthening key relationships, ensuring successful project delivery, and identifying expansion opportunities.
Customer Success Manager
JISR HR
09.2021 - 05.2022
Managed customer and partner activity, risks, and growth opportunities
Forecasted expansion opportunities and collaborated with sales
Acted as the voice of the customer across internal teams
Customer Success Implementer
JISR HR
12.2019 - 01.2021
Collaborated and strategized for client meetings
Developed customer case studies and assisted with onboarding
Gathered and analyzed HR system data
Quality Operations Associate
Careem
08.2018 - 11.2019
Monitored service quality and resolved escalations
Produced weekly performance reports and insights
Customer Happiness Agent
Careem
11.2016 - 08.2018
Resolved customer escalations via email
Coordinated complaint resolutions with Public Transport Authority
Skills
Active Listening & Empathy
Certification
Customer Success Manager: Fundamentals to your CSM Career
Director of SME’s Growth Programs at General Authority of Small & Medium Enterprises (Monsha’at)Director of SME’s Growth Programs at General Authority of Small & Medium Enterprises (Monsha’at)