Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Accomplishments
Languages
Certification
Joshua Sadiq

Joshua Sadiq

Customer Success Leader | SaaS Customer Architect
Lahore

Summary

Customer Experience Leader | Churn Reduction Expert

With over 7.5 years of experience in high-growth SaaS environments, I specialize in designing customer success systems that drive retention, revenue, and satisfaction. I’ve reduced churn by 40%, generated over $240K in customer-led growth, and maintained a 97.9% CSAT across thousands of interactions.

I build effective onboarding processes, CRM automations, and lifecycle strategies that turn customer risk into long term value. My focus is on creating scalable, data-driven solutions that improve retention, increase expansion, and deliver measurable impact.

Overview

7
7
years of professional experience
3
3
Languages
5
5
Certificates
4
4
years of post-secondary education

Work History

Customer Success Manager

TRG
Lahore, PB
03.2022 - 05.2025

(Night Shift, Remote, Full-Time)

  • Spearheaded closure of $240K+ in SaaS revenue through success-led growth motion
  • Eliminated 40% churn using behavioral insights + segmentation heat mapping
  • Engineered 600+ hrs/yr automation via CRM triggers, onboarding flows, and Slack alerts
  • Conducted 20+ enterprise QBRs securing multi-cycle renewals and feedback loops
  • Orchestrated zero-SLA-break CX coverage across 1,400+ tickets/month
  • Led night-shift escalation coverage with 100% resolution integrity
  • Launched 2 product expansions via voice-of-customer pipeline and usage analytics

Customer Success Consultant

Webflow
01.2023 - 06.2023

(Contract – Part-Time)

  • Managed 50+ high-value accounts with 96%+ CSAT across US/EU/APAC
  • Closed $5K+/mo in expansion MRR from inactive/dormant accounts
  • Developed lifecycle resurrection campaign (email + event triggers) → 34% reactivation spike
  • Delivered segmentation framework to Webflow Growth team for usage targeting
  • Trained 3 junior reps in customer psychology, empathy-first objection handling

Senior Customer Support Specialist

Buffer
06.2018 - 12.2021
  • (Night Shift, Remote, Full-Time)
  • Crushed 1,500+ tickets/month with 4.8/5 CSAT and 0.00% escalation overflow
  • Delivered $15K+/month in inbound chat conversion with consultative sales execution
  • Authored and deployed Buffer’s global support playbooks (still used company-wide)
  • Onboarded 12+ support reps to full-stack success in under 45 days
  • Submitted 20+ product UX tickets based on support friction analytics

Education

BBA - Business Administration And Management

University of South Asia, Lahore, Punjab, Pakistan
12.2019 - 12.2023

Skills

Work Availability

monday
tuesday
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thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Gorgias Support Expert

12-2024

AI in Customer Support

04-2024

SaaS Customer Success Mastery

12-2023

Intercom Customer Engagement Certified

06-2023
Customer Success Consultant - Webflow
01.2023 - 06.2023

HubSpot Service Software Certified

01-2023
Customer Success Manager - TRG
03.2022 - 05.2025
University of South Asia - BBA, Business Administration And Management
12.2019 - 12.2023
Senior Customer Support Specialist - Buffer
06.2018 - 12.2021

Accomplishments

  • $240K+ inbound SaaS revenue closed through conversion-first onboarding + upsell paths
  • 40% churn recovered through surgical segmentation, psychology-based triggers, and custom save plays
  • 600+ hours/year saved through AI-led CRM automation, workflow logic, and playbook deployment
  • 97.9% CSAT maintained across 1,400–1,500+ monthly tickets with zero SLA breaches
  • $5K+/month in revived MRR from dormant Webflow accounts via lifecycle resurrection campaigns
  • 27% increase in retention with success workflows built from live customer behavior

Languages

English
Native or Bilingual
Urdu
Native or Bilingual
Punjabi
Native or Bilingual

Certification

HubSpot Service Software Certified

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Joshua SadiqCustomer Success Leader | SaaS Customer Architect