Joshua Sadiq
Lahore
Only those who dare to fail greatly can ever achieve greatly
Summary
Customer Success Manager | SaaS | AI-Driven Automation Expert | 5+ Years in B2B & B2C Support
Overview
6
6
years of professional experience
Work History
Customer Success Manager
TRG - The Resource Group
03.2024 - Current
- Led a remote team of 12 specialists, supporting 100 B2B & B2C clients, maintaining a 95% CSAT score
- Implemented AI-driven automation to reduce manual ticket handling by 45%, saving 600 hours annually
- Developed customer retention strategies reducing churn by 25% through personalized, hands-on approaches
- Collaborated across product, sales, and marketing teams, launching 4 major product enhancements
- Increased annual recurring revenue by 20% through upselling and cross-selling opportunities
Customer Success Manager
Webflow
09.2023 - 02.2024
- Managed and scaled a remote team, delivering real-time support for 50 clients, maintaining a 96% CSAT
- Reduced manual ticket handling by 40%, saving 500 hours annually with Zendesk and AI solutions
- Reduced churn by 20% through AI chatbot integration and personalized follow-up strategies
- Spearheaded 3 product enhancements addressing top customer pain points
Senior Customer Support Specialist
Buffer
06.2021 - 12.2022
- Handled 1,500 tickets monthly for global clients, achieving a 4.8/5 CSAT by implementing personalized customer success plans
- Boosted client retention by 30% with strategic onboarding enhancements and lifecycle management
- Reduced escalations by 40% by developing an internal knowledge base and automating tasks with Zapier
- Led initiatives that improved onboarding efficiency by 50%, reducing time to value for new users
Customer Success Associate
NETSOL Technologies Inc.
05.2018 - 05.2021
- Managed key B2B accounts in the financial sector, reducing churn by 15% and improving renewals by 25%
- Automated CRM workflows, cutting ticket resolution times by 40%
- Delivered data-driven reports influencing key product decisions, achieving a 99% resolution rate within 24 hours
Education
Bachelor of Business Administration -
12.2023
Skills
- Customer Support
- Technical Support
- Customer Experience
- Customer Service Representatives
- Contact Centers
- Customer Satisfaction
- Phone Etiquette
- Salesforcecom
- Troubleshooting
- Customer Retention
- Online Support
- Data Entry
- Customer Success
- Customer Relationship Management (CRM)
- Typing
- Chat
- Customer Account Management
- Customer Relationship Building
- Client Relations
Languages
English
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Timeline
Customer Success Manager - TRG - The Resource Group
03.2024 - Current
Customer Success Manager - Webflow
09.2023 - 02.2024
Senior Customer Support Specialist - Buffer
06.2021 - 12.2022
Customer Success Associate - NETSOL Technologies Inc.
05.2018 - 05.2021
University of South Asia - Bachelor of Business Administration,