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Summary

Results-driven technology leader with a track record of managing enterprise client portfolios, scaling revenue, and delivering measurable business outcomes. Oversees 30+ accounts contributing to $3M–$5M in ARR, maintaining a 95%+ client retention rate while driving $250K+ in upsell revenue. Leads cross-functional teams with a strategic, consultative approach, bridging deep technical expertise in APIs, cloud platforms, and full-stack development with executive-level stakeholder management. Committed to building high-performance customer success operations through process optimization, automation, and data-driven decision-making.

Work experience

Technical Customer Success Manager

2022-10Present
Yomly
  • Managed a portfolio of 30+ enterprise client accounts, overseeing $3M–$5M in ARR.
  • Drove a client retention rate of 95%+, proactively identifying risk accounts and implementing tailored success plans to reduce churn.
  • Closed 100+ upsell deals contributing over $500K in expansion revenue by aligning client business needs with platform capabilities.
  • Reduced average client onboarding time by 20% through process improvements, structured implementation frameworks, and proactive stakeholder coordination.
  • Delivered end-to-end technical integrations across API, payroll, HRIS, ERP, SSO, BI, and third-party SaaS platforms, ensuring seamless connectivity between client systems and Yomly's platform.
  • Led and coordinated a cross-functional team of up to 50, collaborating with product, engineering, and support to resolve escalations and drive timely outcomes.
  • Served as the primary technical point of contact for enterprise clients, translating complex requirements into actionable solutions and conducting regular executive business reviews.

Technical Customer Success Manager

2015-112022-10
SafeHolics
  • Architected and delivered full-stack web and SaaS solutions end-to-end — spanning requirements gathering, development, QA, and release — across multiple concurrent client-facing initiatives.
  • Designed and maintained technical product roadmaps aligned to customer demand, managing prioritized backlogs across feature development, BAU activities, and platform enhancements.
  • Led cross-functional teams of developers, designers, and operations staff using Agile workflows, sprint planning, and structured delivery milestones to ensure on-time, on-scope delivery.
  • Owned technical documentation including system architecture, entity definitions, process flows, KPI frameworks, and data dictionaries to support platform scalability and knowledge continuity.
  • Built in-house CRM, Finance, and HR data products and reporting dashboards, delivering actionable insights to leadership and operational teams through integrated BI tooling.
  • Managed end-to-end IT infrastructure including cloud services (AWS), servers, and domain administration — maintaining uptime, security, and regulatory compliance across all systems.
  • Leveraged data analytics and customer behavior insights to drive retention strategies, reduce churn, and optimize revenue performance across the platform.
  • Led SEO and digital performance initiatives, applying analytics to measure campaign ROI and refine customer acquisition strategies continuously.

IT Manager

2012-042015-05
Sigma Investments LTD / INGOT Brokers
  • Oversaw a team of 5–10 IT professionals, managing the full IT department including website development, software maintenance, and technology selection — acting as the primary technical decision-maker for all internal digital solutions.
  • Designed and delivered 4–6 custom in-house software systems across CRM, HR, and Finance business units, gathering requirements directly from department heads and translating them into detailed functional specifications and technical deliverables.
  • Managed end-to-end IT infrastructure including cloud services, servers, and domain administration, maintaining 95–99% system uptime and ensuring data integrity, security, and performance across all platforms.
  • Collaborated with cross-functional stakeholders across multiple business units to deliver integrated technical solutions on time, ensuring full alignment with business objectives and regulatory compliance requirements.
  • Spearheaded digital media campaigns and performance marketing initiatives, leveraging data analytics and audience targeting strategies that directly contributed to over $2M in revenue generation.

Software Engineer

2010-012012-02
Sitech
  • Delivered full-stack web development projects, managing requirements, development, testing, and delivery end-to-end.
  • Applied semantic and data-driven web technologies to build intelligent, user-centric applications.
  • Collaborated with designers and project managers in a cross-functional delivery environment.

Education

Bachelor's Degree in Computer Information System

20122015
Al-Balqa’ Applied University

Languages

English
Arabic

Skills - Technology & Delivery Toolkit

Customer Success & Account Management | Team Leadership & Cross-functional Collaboration | Agile & Scrum Methodologies | REST APIs & System Integrations | Full-Stack Development | Azure Cloud Services (DevOps, Pipelines, Data Factory, Synapse) | CI/CD Pipelines (Azure Pipelines, YAML) | Medallion Architecture & Data Structuring | Delta Live Tables (DLT) & dbt | SQL & Database Management (MySQL, Azure SQL) | Python & Django | JavaScript & Web Development | AI & Automation Tools | Jira & MS Project | Stakeholder Management | Technical Documentation