KHURRAM MASSEY

• Designed and implemented scalable Customer Success strategies for B2B customers, improving retention and customer engagement.
• Developed a comprehensive playbook for proactive customer segmentation, lifecycle management, and upsell identification, leading to a 20% increase in CSAT through improved support and feature development.
  A 15% boost in upsell and cross-sell opportunities by identifying high-value customer needs.
  
• Established customer health scoring models to detect early churn risks, and ensure proactive interventions.
• Built automated workflows in CRM tools (Gainsight, HubSpot) to optimize customer engagement and outreach.

Solution: SaaS AI-Driven Monitoring and Management Design for MSPs, corporate, and enterprise customers.

Industry: AI and IT Solutions.

• Led Customer Success and Support operations, managing a $22M+ ARR customer base, while improving retention by 34%.
• Established customer health tracking and lifecycle management strategies, including: implementing customer touchpoint cadences and QBRs, strengthening executive relationships.
  Launching an LMS for self-service onboarding, increasing adoption, and reducing the support burden.
• Improved support SLAs from 80% to 98%, resolving customer-reported issues faster, and enhancing CSAT.
• Developed a Customer Advisory Board (CAB), fostering deeper collaboration with key customers to shape product direction.
• Spearheaded data-driven customer expansion initiatives, increasing revenue through tailored upsell and renewal strategies.

Solution: SaaS Field Data Collection:

Industry: Telecom, AG, Construction, Drone, Oil & Gas, Safety.

• Company Overview: IntelloLabs offers AI-based solutions in the AG/Food space.
• I manage all current and future customers including POC requirements and testing
• Some of the larger customers I have worked with are Grimmway and PFG to drive our solution, and have a successful POC.
• In this role, I am managing five contractors all over the Americas, including sales and technical staff.
• IntelloLabs offers AI-based solutions in the AG/Food space.

Solution: SaaS AI-Based Inspections

Industry: Agriculture, Supply Chain, Distributors, Food Safety.

• Owned customer success metrics (NRR, churn, adoption) for a $21M ARR SaaS platform, boosting retention by 45%.
• Introduced customer segmentation, lifecycle frameworks, and proactive engagement strategies, improving adoption and customer satisfaction.
• Reduced support backlog and increased SLA compliance from 88% to 94%, leading to higher efficiency and faster issue resolution.
• Partnered with Product and Engineering to implement self-service automation tools, reducing support ticket volume by 30%.
• Built a scalable renewal and expansion strategy, increasing upsell revenue, and strengthening customer relationships.

Solution: SaaS, drone-based GIS data collection and inspections.

Industry: Construction, Mining, Oil & Gas, Safety.

• First post-sales hire, responsible for building and scaling the Customer Success and Support team globally across the U.S., South America, China, and India.
• Developed and executed a holistic customer journey strategy, including onboarding, renewals, and Voice of Customer (VoC) programs.
• Managed enterprise accounts such as Driscoll’s, Tesco, Sam’s Club, and US Foods, leading to significant upsell and expansion opportunities.
• Established a customer loyalty team, strengthening relationships with key accounts, and increasing lifetime value.
• Led customer training workshops and industry webinars, improving adoption and brand positioning in the market.

Solution: SaaS, Track and Trace, Data Collection (PLG).

Industry: Food Safety, Supply Chain, Compliance, Brand Protection, and Distributors.

• Led a team of 12 in supporting 240+ accounts in the U.S., Guam, and Japan, specializing in public safety SaaS solutions (CAD, RMS, ARS).
• Improved after-hours call response times from 85% to 96% through better training and QA processes.
• Developed escalation workflows and root cause analysis methodologies, reducing system downtime and improving service reliability.
• Managed customer onboarding for new software implementations, ensuring smooth deployment, and end-user training.
• Created automated reporting dashboards, enhancing visibility into system performance and customer issues.

Solution: SaaS, CAD, ARS.

Industry: Police, Fire, and Paramedics.

• Managed a team of 80+ across the U.S., India, and Australia, supporting GPS-based Mobile Resource Management (MRM) applications for Fortune 500 clients (AT&T, Waste Management, Telstra).
• Reduced vendor dispatch costs by 27% by implementing in-house troubleshooting processes, improving operational efficiency.
• Developed 24/7 global support workflows, improving SLA adherence and technical issue resolution.
• Implemented a tiered escalation model, enhancing resolution speed, and customer satisfaction.
• Built and executed cross-functional training programs, upskilling support teams, and standardizing best practices globally.

Solution: Hardware and SaaS GPS solution.

Industry: Fleet Management, Telecom, Construction