Summary
Overview
Work History
Education
Skills
Languages
Timeline
Joshua Sadiq

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 -

University of South Asia
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,

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Joshua Sadiq