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Muhammad Fahad Ishtiaq

About

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Rochdale, England, United Kingdom

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • Sage
    Customer Success Manager
    Sage
    Aug 2023 - Current (3 years 3 months)
    • Own and manage a £1.7M ARR portfolio of ~300 accountant practices, with full responsibility for renewals, retention, and expansion.
    • Maintained 95% gross retention across the portfolio through proactive account management and consultative engagement.
    • Consistently deliver £18k/month in upsell and cross-sell revenue by identifying efficiency gaps and aligning Sage solutions to client growth goals.
    • Conduct regular Business Efficiency Reviews (QBR-style) to map workflows, identify pain points, and recommend automation to reduce manual effort and increase ROI.
    • Drive product adoption across bookkeeping, payroll, and HMRC submissions, contributing to lower churn and higher long-term retention.
    • Lead customer trai
  • V
    Retentions Account Manager
    Verastar Ltd
    Mar 2022 - Jul 2023 (1 year 5 months)
    • Owned contract renewals and retention for a portfolio of SaaS customers, focusing on churn prevention and long-term contract value.
    • Designed tailored renewal and pricing packages aligned to customer needs, securing longer-term commitments.
    • Proactively managed at-risk accounts through consultative conversations, empathy-led objection handling, and fast issue resolution.
    • Introduced automation into renewal tracking workflows, reducing manual follow-up time and improving forecast accuracy.
    • Forecasted churn and renewal revenue quarterly, contributing to improved retention outcomes.
    • Worked cross-functionally with Product and Support teams to close feedback loops and improve customer experience.
  • M
    Customer Success Manager / Senior Customer Success Manager
    Motive (formerly KeepTruckin)
    Aug 2020 - Dec 2021 (1 year 5 months)
    Promoted from CSM to Senior CSM within 12 months based on commercial performance and account growth results.
    • Managed Enterprise SaaS customers, owning onboarding, adoption, renewals, and expansion opportunities.
    • Led strategic Executive Business Reviews to demonstrate value, track KPIs, and align product capabilities with customer objectives.
    • Partnered with Sales, Product, Operations, and external partners to deliver a high-impact enterprise customer experience.
    • Identified expansion opportunities through usage analysis and business understanding, supporting upsell initiatives.
    • Monitored customer health metrics including adoption, NPS, and engagement, escalating risks proactively.
    • Acted as escalation
  • M
    Senior Technical Support Executive
    Motive (formerly KeepTruckin)
    Oct 2017 - Aug 2020 (2 years 11 months)
    • Provided advanced technical support via phone, email, and chat for SaaS customers.
    • Analysed recurring issues and partnered with Engineering to improve tools, processes, and product stability.
    • Created internal documentation and knowledge base content to support scale and consistency.
    • Supported onboarding and early adoption for new customers, bridging Support and Customer Success.
Education verified_user 0% verified
  • A
    Ba (Hons) Marketing
    Anglia Ruskin University, UK
    May 2013 - Sep 2016 (3 years 5 months)
  • U
    Diploma Of Higher Education: Business & Marketing Management
    UK Versity
    Feb 2012 - Sep 2013 (1 year 8 months)