RIM Lahmidi

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Senior Customer Success Manager Central

UK & ROI, CloudTalk

Apr 2022 - May 2025 (3 years 2 months)

• Managed the full post-sale customer journey for 80+ clients with over €1M ARR, achieving an average retention rate of 101% • Identifed operational gaps and secured an additional €120K in Monthly Recurring Revenue (MRR) across the CSM team • Implemented data-driven strategies that resulted in a 15% reduction in churn and a 25% increase in upsell opportunities for smaller accounts • Led client kick-offs, onboarding sessions, and training programs, focusing on time-to-value • Collaborated with the sales and product team to relay customer feedback, contributing to enhancements that improved overall customer satisfaction

Customer Success Manager

Guuru

Feb 2021 - Mar 2022 (1 year 2 months)

• Led customer kickoffs and new client onboarding, ensuring seamless transitions and accelerated time-to-value • Owned retention and expansion for one-third of GUURU's existing client portfolio, driving revenue growth through strategic forecasting and upselling • Partnered with Founders, Product, and Engineering teams to refne the customer journey, infuence the product roadmap, and shape the GTM strategy

A

MES Consultant

AMFG

Apr 2020 - Feb 2021 (11 months)

• Led business acquisition and development efforts in the Additive Manufacturing industry, driving new revenue streams and market expansion • Proactively identifed, qualifed, and secured new business opportunities across Central and Eastern Europe, Nordics, and the Netherlands, expanding regional market share • Executed a multi-channel outreach strategy, combining social selling (LinkedIn, Xing), video prospecting (Vidyard), cold calling, and email sequences to drive lead generation

Business Development

OutSystems

Oct 2018 - Mar 2020 (1 year 6 months)

• Business acquisition and development SMB & Enterprise • Identifed, qualifed, and secured new business opportunities in Central Europe, expanding market share and building a robust sales pipeline • Focused on three core business areas: 1. Digital Core Systems – Building large-scale, business-critical applications and modernizing legacy systems. 2. Digital Operations – Delivering web and mobile workforce apps, employee portals, workfows, and dashboards. 3. CX Digital Experience – Creating engaging customer self-service apps and portals to enhance digital interactions.

C

Global Customer Success Representative, Supply

Chain Finances , PrimeRevenue

Sep 2017 - Feb 2018 (6 months)

• Led seamless onboarding processes for new clients, ensuring smooth integration and value realization • Managed remittance advice, conducted in-depth investigations, and implemented proactive risk prevention measures to safeguard fnancial integrity

Relocation Consultant

Expedia

Jul 2016 - Sep 2017 (1 year 3 months)

• Relocation of travelers worldwide in the tourism industry. • Searching for new accommodations, organizing transport, creating bookings, and transacting payments.

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Shop Manager

Rituals Cosmetics

May 2014 - Jul 2016 (2 years 3 months)

• Led recruitment, HR initiatives, and employee training programs, ensuring seamless onboarding and skill development • Managed and mentored a team of 15+ members, fostering collaboration and high performance • Oversaw sales, operations, and fnancial management, driving effciency and proftability across all departments

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