Taimur Shan
Riyadh,01
Summary
Customer Success Manager with 13+ years of experience driving adoption, engagement and ROI across cloud-based SaaS and digital transformation solutions. Trusted by enterprise clients to align business outcomes with cloud strategies, enhance user satisfaction and enable measurable success through data insights. Skilled in building strong customer relationships, leading cross-functional teams and delivering scalable solutions leveraging Google Cloud and emerging technologies.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
OTRA Solutions
11.2021 - Current
- Lead customer success programs for cloud-based mobility and parking SaaS platforms across 17 European markets, increasing user adoption and satisfaction by 20%.
- Partner with enterprise clients to align digital strategies with business outcomes, improving platform ROI and data-driven decision-making.
- Collaborate with engineering, product and support teams to deliver seamless onboarding, issue resolution and ongoing success plans.
- Analyze usage data and feedback to refine KPIs, optimize service delivery and recommend scalable GCP-aligned solutions.
- Delivered over 10 successful cloud integrations with parking vendors, enhancing platform interoperability and customer retention.
- Facilitate customer workshops and success reviews to strengthen relationships and identify growth opportunities.
Customer Success Manager
ADESA Europe
11.2019 - 10.2021
- Managed customer engagement across cloud-based automotive remarketing platforms, ensuring seamless digital adoption and customer satisfaction.
- Supported clients transitioning to new SaaS modules and APIs, enabling smoother integrations and reduced onboarding time.
- Collaborated with Google Cloud and data analytics teams to identify opportunities for performance optimization and operational efficiency.
- Delivered value realization reports using KPI tracking and customer feedback insights to improve retention and expansion rates.
- Acted as customer advocate during platform modernization initiatives, improving NPS and user engagement metrics.
Customer Success Analyst
Ravago Group
05.2017 - 10.2019
- Collaborated with business and IT stakeholders to implement digital workflow systems hosted on the cloud, improving process transparency by 25%.
- Partnered with customers and internal users to identify success metrics and adoption barriers for ERP and CRM platforms.
- Led training sessions and feedback loops to improve platform usability and overall satisfaction levels.
- Worked closely with data and engineering teams to ensure GCP-based analytics and reporting solutions aligned with customer KPIs.
Business Analyst
CureMD Research & Development
09.2012 - 08.2016
- Drove adoption and customer success initiatives for CureMD’s cloud-based healthcare SaaS, supporting over 50,000 users across the US market.
- Partnered with clients to develop tailored success plans improving product utilization, reducing churn and boosting satisfaction.
- Translated customer insights into actionable product improvements, improving platform usability and reducing support requests by 30%.
- Supported technical teams during API integrations and product updates to ensure minimal disruption and maximum customer value realization.
- Tracked performance metrics across adoption, engagement, and retention to inform roadmap decisions and strategic planning.
Business Analyst
SME Business Support Fund
02.2010 - 08.2012
- Collaborated with SMEs and government clients to design digital solutions that improved service delivery and customer satisfaction.
- Defined success metrics and adoption KPIs for technology transformation projects across 30+ organizations.
- Facilitated customer onboarding and training programs, enabling faster adoption of cloud-based systems.
- Delivered post-implementation reviews and continuous improvement plans focused on measurable business impact.
Education
Master of Science - International Development Managament
University of Nottingham
01-2016
Bachelor of Science - Computer Science
University of Engineering And Technology Lahore
01-2010
Skills
- Customer Success Management & Strategy
- Cloud Computing (GCP, SaaS, API Integrations)
- Customer Engagement & Retention
- Digital Transformation & Process Optimization
- Cross-functional Team Leadership
- Data Analysis & KPI-driven Decision Making
- Value Realization & ROI Optimization
- Customer Onboarding & Enablement
- Stakeholder & Relationship Management
- Continuous Improvement & Change Leadership
Certification
- Masterclass AI by The Master Channel
- Certified SAFe® 5 Practitioner by Scaled Agile, Inc
- Certified SAFe® 5 Product Owner/Product Manager by Scaled Agile, Inc
- Certified SAFe® 4 Practitioner by Scaled Agile, Inc
Interests
- AI in Cloud Solutions, Customer Success Analytics
- Aerial Photography, Traveling, Cooking, Badminton, Swimming
Languages
English
Dutch
Arabic
Urdu
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Cloud & SaaS Adoption: Successfully onboarded and scaled enterprise clients on cloud-based platforms across multiple countries, improving adoption and engagement by 20%+.
- Customer Success Leadership: Acted as a trusted advisor, building strong client relationships, delivering tailored success plans, and ensuring alignment with business objectives.
- Data-Driven Outcomes: Defined and tracked KPIs to measure adoption, ROI, retention, and satisfaction, enabling clients to see tangible value from digital solutions.
- Cross-Functional Collaboration: Led and coordinated with engineering, product, and support teams to ensure seamless onboarding, integrations, and issue resolution.
- Process & Product Optimization: Implemented workflows, toolkits, and product improvements that reduced support tickets by 30% and increased operational efficiency by 25%.
- Measurable Business Impact: Delivered projects that exceeded expectations, enhanced platform interoperability, and drove business growth across multiple sectors.
Quote
The ones who are crazy enough to think they can change the world, are the ones that do.
Steve Jobs
Timeline
Senior Customer Success Manager
OTRA Solutions
11.2021 - Current
Customer Success Manager
ADESA Europe
11.2019 - 10.2021
Customer Success Analyst
Ravago Group
05.2017 - 10.2019
Business Analyst
CureMD Research & Development
09.2012 - 08.2016
Business Analyst
SME Business Support Fund
02.2010 - 08.2012
Master of Science - International Development Managament
University of Nottingham
Bachelor of Science - Computer Science
University of Engineering And Technology Lahore