Saarah Ahmad

Throughout my 15+ year tenure in Customer Success, I have grown and developed CS teams using a metric-driven approach. My success comes from a focus on four key areas: establishing a strong KPI-driven culture, creating a tailored hiring model, an emphasis on ongoing employee development, and innovating on the SaaS support model. As head of the team, I led an increase in Gross Retention Rate (GRR) by 20%.

I’ve managed Customer Success, Implementation, Technical Support, Technical Operations, Solutions Consulting, and Project Management teams, and was part of the six-person deal team that led the company to a successful sale.

My responsibilities as part of various company Leadership Teams have revolved around strategic planning, budget planning, capacity modeling, and critical decision making to drive KPIs and outcomes for my teams and the organization. I work cross-functionally with Sales, Marketing, Finance, Product, and Engineering.