Sumaira Farooq

Customer Success Specialist with a strong background in the Tech (SaaS) industry, skilled in retention, sales, account management, consulting, and project management.

Cambridge, Ontario, Canada

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Skills

Customer Success & Retention: Client onboarding, portfolio management, adoption strategies, NPS & CSAT improvement, churn reduction.
Sales & Business Development: Upselling, cross-selling, lead generation, deal negotiation, revenue growth, market expansion.
Project & Program Management: End-to-end project lifecycle, process optimization, workflow automation, change management, SOP creation.
Team Leadership & Coaching: Mentoring, performance management, cross-functional collaboration, training program design.
Data & Analytics: CRM (Salesforce, Apollo.io), Power BI, Excel, reporting, forecasting, KPI tracking.
Stakeholder & Vendor Management: Executive communication, contract negotiation, partner/vendor relationships.
Tools & Technologies: JIRA, Monday.com, Salesforce, Apollo.io, LinkedIn Sales Navigator, analytics platforms.
Customer Experience & Service Excellence: Customer engagement, issue resolution, continuous improvement, client advocacy.

About

Customer Success and Growth Leader with 12+ years of experience driving client retention, revenue growth, and operational excellence in Tech (SaaS), healthcare, and hospitality sectors. Proven expertise managing 50+ enterprise clients, leading cross-functional teams, and delivering scalable onboarding, training, and customer success programs that improve adoption, satisfaction, and NPS. Skilled in account management, sales, business development, project management, and process optimization, with a track record of generating $100K+ in upsells and ₹7M in revenue. Adept at leveraging data-driven insights, CRM tools, and analytics to inform strategy, foster client advocacy, and achieve business objectives while mentoring teams and championing continuous improvement.