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Strategic and customer-obsessed Customer Success Manager with over 8 years of global experience driving customer value, retention, and growth across B2B SaaS, CPaaS, and HR Tech platforms. Proven track record in managing enterprise clients, value-based selling, and building long-term partnerships across APAC, EMEA, and Africa. Adept at leading remote-first teams, product feedback loops, and scaling CS operations in fast-growth environments. Deep understanding of quota attainment, and account planning disciplines.

PROFILE STATEMENT Certified and focused customer success professional specializing in lead generation, customer relationship development, and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge, and exceeding expectations. Proficient Customer Success Manager delivering encouragement and feedback to help employees be successful. Energetic professional with great poise. Well-trained in NPS, CRM, Adoption, ROI to key-stakeholders, Customer Satisfaction and Advocacy. I hereby admit that the information shared through this document is authentic and true to the best of my knowledge. – Utkarsh Khondalay

Dynamic Customer Success Lead with over 6 years of expertise in SaaS and B2B platforms, adept at managing diverse global SMB and mid-market customer portfolios across APAC, Southeast Asia, EMEA, and North America. Proven track record in driving revenue growth and enhancing Net Revenue Retention rates of 110% to 120%, while effectively reducing churn and scaling Customer Success operations. Skilled in customer lifecycle management, CRM platforms, account expansions, and data-driven engagement strategies. Recognized for leveraging AI, automation, and advanced Customer Success operations tools to elevate customer adoption, retention, and overall operational efficiency.

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Jason R. Massey

Summary

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Customer Success Lead

Account Assistant

Financial Representative

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Masters of Science - Organizational Leadership

Bachelor of Arts - Psychology

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Customer Success Lead

Account Assistant

Financial Representative

Masters of Science - Organizational Leadership

Bachelor of Arts - Psychology

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