Summary
Overview
Work History
Education
Skills
Leadership And Volunteerism
Timeline
Generic

Shermin Islam

Minneapolis,MN

Summary

Customer success and renewals professional with over 8 years of expertise in B2B legal technology and SaaS. Demonstrates a strong command of digital engagement strategies and client lifecycle management, driving retention and upsells through data-driven insights and automated outreach. Recognized for building trust with clients and effectively managing complex portfolios to translate insights into actionable results. Career aspirations include further enhancing client engagement and retention strategies within innovative technology environments.

Overview

10
10
years of professional experience

Work History

Account Executive, Corporate Legal

Thomson Reuters
Eagan, USA
03.2021 - 07.2023
  • Led customer success initiatives across corporate legal accounts, driving adoption, and maximizing contract renewals and expansions.
  • Conducted regular data reviews and digital business updates with stakeholders to improve product usage, and identify upsell potential.
  • Created strategic engagement plans using digital tools and campaigns to address risk, improve satisfaction, and increase retention.
  • Partnered with product, support, and marketing teams to optimize touch points throughout the customer lifecycle.
  • Achieved quota, and consistently forecasted pipeline with accuracy using Salesforce.

Dedicated Renewal Specialist

Thomson Reuters
Eagan, USA
01.2018 - 03.2021
  • Managed digital renewal campaigns and proactive outreach across 200+ clients in the legal and government sectors.
  • Used usage data and customer health scores to predict churn risks and tailor digital retention strategies.
  • Implemented lifecycle programs that drove consistent upsell revenue, and renewal success.
  • Delivered client communications, email workflows, and automated engagement strategies to strengthen product value.
  • Recognized with Channel Awards in 2018, 2019, and 2020 for outstanding revenue retention.

Client Manager

Thomson Reuters
Eagan, USA
01.2016 - 01.2018
  • Supported digital transformation for government legal professionals; aligned solutions to regulatory and compliance needs.
  • Designed client onboarding processes and success milestones to drive usage and satisfaction.
  • Partnered with marketing on targeted email campaigns and engagement tracking.
  • Received Channel Awards and Century Club recognition for high client success and retention.

Law Clerk

Ramsey County Attorney’s Office
St. Paul, USA
07.2013 - 02.2015
  • Drafted legal motions and supported 200+ court hearings in child protection cases; collaborated with legal teams and external counsel.

Education

Juris Doctor -

University of St. Thomas School of Law
Minneapolis, MN
05-2015

B.A. - Philosophy & Study of Religion

UCLA
06-2012

Skills

  • SaaS implementation and management
  • Digital platform customer success programs
  • Customer retention and renewals process management
  • Product usage analysis
  • Email and campaign-based client engagement
  • Salesforce CRM proficiency
  • Strategic account growth, upselling
  • Executive-level communication, QBRs
  • Legal tech and compliance domain expertise

Leadership And Volunteerism

  • Asian Affinity Network, Co-Chair, Social & Cultural Events
  • Diversity & Inclusion Event Committee, Member

Timeline

Account Executive, Corporate Legal

Thomson Reuters
03.2021 - 07.2023

Dedicated Renewal Specialist

Thomson Reuters
01.2018 - 03.2021

Client Manager

Thomson Reuters
01.2016 - 01.2018

Law Clerk

Ramsey County Attorney’s Office
07.2013 - 02.2015

Juris Doctor -

University of St. Thomas School of Law

B.A. - Philosophy & Study of Religion

UCLA

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