Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
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ALI HAMZA

Richmond Hill,ON

Summary

Customer Success Manager with over 4 years of expertise in driving SaaS adoption and enhancing client engagement. Demonstrated success in managing high-value accounts throughout the customer lifecycle, achieving significant improvements in NPS, retention, and expansion revenue. Proficient in leading quarterly business reviews, fostering relationships with executive stakeholders, and leveraging customer insights to inform product development. Committed to maximizing customer value and advocacy at every stage of the journey.

Overview

9
9
years of professional experience

Work History

Customer Success Specialist

Randstad Canada
08.2023 - Current
  • Own and manage onboarding for new clients across Randstad’s HR tech platforms, improving time-to-value and reducing support requests by 20%.
  • Deliver tailored walkthroughs and post-launch check-ins, supporting client engagement from implementation to stabilization.
  • Partner with sales and compliance teams to align product features with evolving customer needs.
  • Monitor client health and escalate issues proactively to prevent churn.

Regional Training & Client Relationship Manager

Motive (US)
11.2022 - Current
  • Developed onboarding frameworks and feature adoption strategies that helped maintain 95% client retention.
  • Served as a strategic advisor to customers, offering usage insights, adoption benchmarks, and alignment recommendations.
  • Liaised with internal teams to ensure feature releases addressed client pain points and requests surfaced through regular interactions.

Associate Manager, Customer Success & Compliance

Motive (US)
08.2019 - 11.2022
  • Managed a portfolio of mid-market and enterprise accounts, ensuring full platform adoption, quarterly success reviews, and executive engagement.
  • Delivered QBRs to C-suite stakeholders, driving renewal and upsell discussions grounded in product usage, support trends, and business value.
  • Collaborated with product teams to incorporate customer feedback into roadmap planning.
  • Designed training and enablement materials that helped reduce churn by 15%.
  • Directed a team of 18 compliance specialists to build customer-facing regulatory solutions, contributing to a 60% improvement in client NPS.

Operations Supervisor & Customer Success Lead

ibex Global
11.2016 - 05.2019
  • Managed a team of 20+ agents supporting global B2B clients, achieving a 25% improvement in CSAT through workflow redesign and coaching.
  • Conducted stakeholder check-ins and success reviews to monitor account health and prioritize escalations.
  • Created customer service SOPs, reducing issue resolution times and increasing support efficiency.

Education

MBA - Data Analytics

Institute of Business Management
Pakistan
09-2019

Skills

  • Customer Journey Mapping & Milestone Design
  • Churn Risk Forecasting & Retention Modeling
  • Quarterly Business Review (QBR) Strategy & Delivery
  • Stakeholder Influence
  • Upsell & Expansion Playbook Execution
  • Customer Advocacy Program Development
  • Usage insights
  • Cross-functional collaboration
  • Voice of Customer (VoC) Operationalization
  • Product Feedback Loop to Roadmap Alignment
  • Customer Success-Led Growth (CSLG) Strategies

Affiliations

Gardening

Soccer

References

References available upon request.

Timeline

Customer Success Specialist

Randstad Canada
08.2023 - Current

Regional Training & Client Relationship Manager

Motive (US)
11.2022 - Current

Associate Manager, Customer Success & Compliance

Motive (US)
08.2019 - 11.2022

Operations Supervisor & Customer Success Lead

ibex Global
11.2016 - 05.2019

MBA - Data Analytics

Institute of Business Management

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ALI HAMZA