HASHIM K. BILAL
Customer Success I Trusted Advisor
Olathe,KS
Summary
Strategic Customer Success Leader & Solutions Consultant with 20+ years driving enterprise adoption, retention, and long-term growth in SaaS, telecommunications, and technology markets. Proven track record building trusted advisor relationships with C-suite stakeholders, developing scalable customer success frameworks, and coaching sales teams to consultative excellence. Expert at translating complex technical solutions into business value, reducing churn, and expanding accounts through strategic enablement and data-driven insights. Seeking a Customer Success Manager or Solutions Consultant role in a high-growth SaaS or emerging technology (fintech/crypto) organization where I can leverage my consultative expertise to drive customer outcomes and mentor teams-without carrying a sales quota.
Overview
15
15
years of professional experience
Work History
Senior Strategy & Business Development Manager
Zayo Group
01.2023 - Current
- Leading enterprise customer success and strategic account development for telecommunications and cloud connectivity solutions serving Fortune 1000 healthcare, financial services, and technology clients.
- Drive customer adoption and retention across 15+ strategic enterprise accounts, achieving 28% YoY revenue growth through value-based consultation and proactive relationship management.
- Conduct executive business reviews (EBRs) with C-suite stakeholders, translating technical capabilities into measurable business outcomes and identifying expansion opportunities.
- Develop data-driven customer health frameworks using Tableau and Salesloft to monitor engagement, identify risk, and deliver proactive interventions that reduced churn by 22%.
- Architect tailored network and cloud solutions for complex enterprise environments (healthcare systems, biotech R&D, financial trading platforms), aligning technical capabilities with business objectives.
- Partner cross-functionally with product, engineering, and support teams to resolve customer challenges and deliver customized solutions that strengthen loyalty and drive renewals.
- Secured $11M in new contract value over 18 months by diagnosing customer needs, building compelling business cases, and negotiating mutually beneficial partnerships with enterprise clients.
- Mentor sales and account teams on consultative methodologies, solution positioning, and value-based selling techniques that improve win rates and customer satisfaction.
- Design and facilitate strategic workshops for internal teams and customers, fostering alignment between technology adoption and business goals.
Strategic Client Partner
Verizon Connect
10.2018 - 12.2022
- Managed enterprise customer success for SaaS fleet management and IoT solutions, driving adoption, engagement, and long-term retention.
- Led post-sales customer journey for enterprise accounts, delivering onboarding, enablement workshops, and ongoing strategic guidance that increased adoption rates and contract renewals by 22%.
- Conducted quarterly business reviews (QBRs) with enterprise clients, presenting data-driven insights, ROI analysis, and strategic recommendations that aligned technology investments with business outcomes.
- Built customer advocacy programs and champions within accounts, driving product adoption and generating case studies used in sales enablement materials.
- Collaborated with product, engineering, and support teams to resolve operational challenges and deliver tailored solutions that met unique customer requirements.
- Developed value-driven roadmaps for enterprise accounts, translating customer feedback into actionable product and service improvements that enhanced satisfaction and reduced churn.
- Served as trusted advisor to C-suite and VP-level stakeholders, providing strategic counsel on technology adoption, operational efficiency, and competitive positioning.
Vertical Account Manager & Business Sales Senior Manager
Verizon Wireless
08.2013 - 11.2018
- Drove consultative sales and account management for enterprise wireless and IoT solutions, focusing on complex solution design and long-term customer relationships.
- Executed consultative engagement strategies for enterprise accounts using Salesforce and Tableau analytics, resulting in tailored technology recommendations that improved customer satisfaction and retention.
- Directed cross-functional workshops to align business strategy with client KPIs, achieving 22% increase in contract renewals through data-driven insights and proactive account planning.
- Negotiated multi-year partnerships with C-suite stakeholders, leveraging industry expertise to drive solution adoption and secure mutually beneficial outcomes.
- Designed and delivered complex wireless and IoT solutions addressing operational challenges for healthcare, logistics, and financial services clients.
- Partnered with cross-functional teams to identify workflow inefficiencies and optimize performance through qualitative and quantitative research methodologies.
- Secured high-value enterprise agreements by demonstrating ROI and building business cases that connected technology capabilities to strategic business objectives.
Senior B2B Sales Trainer
Verizon Wireless
01.2011 - 01.2013
- Developed and delivered training programs focused on consultative selling, customer engagement, and SaaS adoption strategies.
- Designed and facilitated quarterly workshops for 60+ sales professionals, teaching consultative methodologies, discovery techniques, and value-based selling that increased training completion rates by 31%.
- Created sales enablement materials and best practice frameworks using Salesforce CPQ and Tableau to track performance metrics and drive consistent revenue growth.
- Fostered cross-departmental collaboration to enhance knowledge sharing, improve adoption of new methodologies, and align sales teams with customer success objectives.
Education
Bachelor of Science - Applied Organizational Leadership
Mid-America Nazarene University
01.2026
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East Carolina University
01.1992
Skills
- Customer Success & Adoption
- Enterprise Onboarding
- Customer Health Monitoring
- Expansion Strategy
- Churn Prevention
- Executive Business Reviews (EBRs)
- Value Realization
- Consultative Excellence
- Solutions Architecture
- Discovery & Needs Analysis
- ROI Demonstration
- Use Case Development
- Technical Storytelling
- Stakeholder Alignment
- Coaching & Enablement
- Sales Methodology Training
- Team Development
- Workshop Facilitation
- Best Practice Implementation
- Cross-Functional Collaboration
- Technical Fluency
- SaaS Platforms
- Data Analytics
- CRM/CSM Tools
- Cloud Solutions
- IoT & Connectivity
- Strategic Skills
- Account Planning
- Data-Driven Decision Making
- Change Management
- Process Optimization
- Executive Relationship Management
- Customer Success Platforms
- Collaboration & Enablement Tools
- Data & Analytics
- Industry Knowledge
- SaaS Business Models
- Cloud Infrastructure
- Telecommunications
- Healthcare IT
- Financial Services Technology
Websites
Awards Recognition
- Distinguished Leader Award - US Army Military Police
- Regional President Impact Award - Verizon Wireless
- Winners Circle - Verizon Wireless
- Sales Excellence & Lead By Example Awards - Verizon Wireless
Technical Proficiencies
Gainsight, Salesforce, Salesloft, Tableau, HubSpot, Microsoft 365, Slack, Zoom, Miro, Tableau, Salesforce Analytics, Excel (Advanced), SQL (Basic), SaaS Business Models, Cloud Infrastructure, IoT, Telecommunications, Healthcare IT, Financial Services Technology
What I Bring To Your Customer Success Team
- Trusted Advisor Expertise: 20+ years building C-suite relationships and translating technical solutions into measurable business value.
- Proven Retention & Expansion: Consistent track record reducing churn and driving account growth through proactive engagement and strategic planning.
- Consultative Methodology: Deep discovery skills, needs analysis, and solution design that align technology adoption with customer objectives.
- Coaching & Enablement: Passionate about mentoring teams, developing best practices, and elevating customer success capabilities across organizations.
- Data-Driven Decision Making: Leverage analytics and customer health metrics to identify risk, prioritize actions, and demonstrate ROI.
Open To Travel
- TX
- GA
- NC
- NE
Personal Information
Availability: Open to Travel: TX, GA, NC, NE
Timeline
Senior Strategy & Business Development Manager
Zayo Group
01.2023 - Current
Strategic Client Partner
Verizon Connect
10.2018 - 12.2022
Vertical Account Manager & Business Sales Senior Manager
Verizon Wireless
08.2013 - 11.2018
Senior B2B Sales Trainer
Verizon Wireless
01.2011 - 01.2013
Bachelor of Science - Applied Organizational Leadership
Mid-America Nazarene University
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East Carolina University