Sayfee Yousef
Austin,Texas
Summary
Experienced Customer Success professional with a strong background in account management, relationship management, and management consulting. Specializes in Enterprise customers, successfully renewing and expanding seven-figure contracts while driving product adoption and delivering exceptional customer outcomes. Passionate about building trust with key stakeholders and executives to ensure clients realize the full value of their solutions and drive sustainable growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Consultant
BFG Consulting
11.2022 - Current
- Led strategic B2B client engagements for complex enterprise accounts, implementing customer success and sales strategies to maximize product value and drive sustainable growth.
- Managed high-value enterprise accounts, implementing strategies for onboarding, retention, and growth. Renewed over 90% of at-risk clients, increasing revenue retention.
Customer Success Manager/Field Engineer
PagerDuty
05.2021 - 10.2022
- Managed a portfolio of 42 strategic accounts in Salesforce, achieving a 95% client retention rate and a 20% increase in expansion revenue.
- Reduced onboarding time by 15% through process optimization and tailored training programs.
- Drove $1.7M in net-new ARR in 2022 by identifying and facilitating adoption of additional use cases, surpassing renewal rates and expansion targets by 25%.
Customer Success Engineer
BFG Consulting
11.2019 - 05.2021
- Crafted playbooks for Customer Success Engineers streamlining operations, reducing onboarding times by 25% and elevating customer satisfaction scores by 20%.
- Drove up-selling and cross-selling strategies, increasing upsell revenue by $560,000 and cross-sell revenue by $325,000 and 30% increase in client satisfaction scores.
Customer Success Engineer
Solarwinds
07.2017 - 09.2019
- Increased sales by upselling and cross-selling scalable SaaS solutions, while improving customer success metrics through leading tailored training sessions and delivering personalized solutions to strengthen client relationships.
- Raised quarterly retention rate to 96% across 320+ global accounts, generating $1.2 million in extra annual revenue and introduced onboarding and training initiatives, promoting software adoption and client satisfaction by 30%.
- Raised NPS score to 9.7/10 and enhanced customer experience through over 220 quarterly training demos for global clients, resulting in less than 5% churn.
Database Engineer
Kinnser Software, Inc.
11.2012 - 12.2016
- Managed and improved performance of database infrastructure of over 10 TB of data ensuring high data availability to all applications through diagnosis and troubleshooting of database code.
- Served as critical component of DevOps teams reviewing and performance testing all code prior to deployment to production improving CI/CD pipeline.
- Delivered 98.5% successful monthly releases with 99.995% uptime through improved code development and testing to improve delivery processes.
Education
Bachelor of Science - Computer Science
University of Texas-Pan American
Edinburg, TX05.2007
Skills
- Problem-Solving
- Attention to Detail
- Team Leadership & Development
- Client Relationships
- Customer Relationship Management
- Project Implementation
- Best Practices Implementation
- Process Improvement
- Strategic Planning
- Data Analytics
- Effective Communication
- Adaptability and Flexibility
Technicalandsalesskills
- Customer Relationship Management
- SaaS Product Adoption
- Account Management
- Strategic Planning
- Data Analysis
- Cross-functional Collaboration
- Upselling and Cross-selling
- Technical Support and Training
- Customer Success Strategy
- Business Reviews and On-site Meetings
Certification
Sandler Sales Bronze Certification
Languages
Arabic
Full Professional
English
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Success Consultant
BFG Consulting
11.2022 - Current
Customer Success Manager/Field Engineer
PagerDuty
05.2021 - 10.2022
Customer Success Engineer
BFG Consulting
11.2019 - 05.2021
Customer Success Engineer
Solarwinds
07.2017 - 09.2019
Database Engineer
Kinnser Software, Inc.
11.2012 - 12.2016
Bachelor of Science - Computer Science
University of Texas-Pan American
Sandler Sales Bronze Certification
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