Hasan Ali Customer Success Manager @Kratos Marketing

Sr. Client Success Manager

Kratos

Aug 2025 - Dec 2025 (5 months)

▸ Led strategic client portfolios across real estate and luxury sectors with direct revenue accountability. ▸ Sustained 90%+ retention across high-value accounts — expanded multi-million-dirham pipelines through structured upsell strategy. ▸ Translated campaign analytics into executive-level growth narratives and improved onboarding efficiency through cross-functional alignment.

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AI Content Specialist & Account Manager

Independent Contractor|, freelance

Sep 2023 - Current (2 years 10 months)

Worked directly with sales and customer success teams to sell, deploy, and support agentic AI platforms for enterprise clients, transitioning from account management into AI-first content and enablement work as the market shifted. ▸ Supported customers through AI tool adoption, translating complex LLM capabilities into practical content workflows and use-case documentation. ▸ Built and refined AI-generated content outputs across marketing, sales enablement, and operational training materials — identifying and correcting AI slop before it reached clients. ▸ Developed prompt engineering frameworks and reusable content templates that reduced production time while maintaining a high editorial bar. ▸ Collaborated with marketing agencies to produ

Customer Success Manager

TCP Software

Apr 2022 - Aug 2023 (1 year 5 months)

▸ Owned retention and expansion strategy for mid-market and enterprise SaaS portfolios — maintained 90%+ renewal rate. ▸ Implemented churn-risk health scoring models and delivered executive business reviews for institutional clients. ▸ Expanded customer lifetime value through structured upsell frameworks and proactive engagement cadences.

Service Desk Analyst

giant group

Aug 2021 - Apr 2022 (9 months)

Streamlined incident resolution using Zendesk and ServiceNow, improving SLA compliance and customer satisfaction. Coordinated cross-functional escalations, ensuring timely resolution and improved workflow efficiency. Contributed to process enhancements that reduced downtime and strengthened service quality.

Client Service Specialist

ic Inc

Oct 2019 - Aug 2021 (1 year 11 months)

▸ Managed financial services dispute and fraud operations across high-volume global portfolios. ▸ Maintained regulatory compliance while improving dispute resolution timelines and mitigating financial risk.

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Account Manager

ZGS

Jan 2015 - Dec 2018 (4 years)

▸ Directed procurement and vendor strategy across infrastructure projects — reduced operational costs through commercial negotiation. ▸ Delivered cross-functional projects within scope and budget; optimized supplier performance across the portfolio.

Client Liaison

Brightminds

Jun 2006 - Nov 2014 (8 years 6 months)

▸ Served as primary liaison for US and Canadian hospital clients on medical transcription and billing matters. ▸ Built client satisfaction through consistent communication and timely issue resolution over an 8-year tenure.

Hasan Ali

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