Summary
Overview
Work History
Education
Certification
Timeline
Generic

TAYLOR FIKRI

Denver,CO

Summary

Customer Success Manager partnering with public safety agencies to maximize technology investments and achieve mission-critical outcomes. Serves as a strategic advisor to ~50 mid-sized agencies (100–550 sworn officers), aligning leadership priorities with innovative solutions that improve officer safety, operational efficiency, and community trust. Skilled at driving long-term adoption, organizational change, and measurable impact at scale.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Sr. Field Customer Success Manager

Axon
05.2024 - Current
  • Proactively engage with Axon’s larger customers through regular business reviews, strategic meetings, and day-to-day partnership, fostering strong, long-term relationships.
  • Co-chair Axon’s Peer Success Program, driving career development and knowledge sharing by collecting bi-annual CSM feedback, coordinating sessions across a 12-month cycle, and facilitating mentorship within the global Customer Success organization.
  • Leverage deep knowledge of Axon’s product suite to ensure seamless implementations and tailored adoption strategies that align with each customer’s unique environment.
  • Organize quarterly Body-Worn Camera (BWC) user group meetings, creating forums for networking, product education, and collaborative problem-solving that strengthen customer communities.
  • Track and analyze adoption metrics to maximize customer utilization of the full Axon platform, ensuring ROI and long-term satisfaction.
  • Drive customer advocacy and retention by addressing technical challenges quickly, prioritizing critical product enhancement requests, and reinforcing customer trust.
  • Lead escalation management by coordinating across internal teams, aligning stakeholders, and ensuring timely resolution of critical issues.
  • Provide regular executive updates, communicating key milestones, customer successes, and risks to senior leadership.
  • Conduct on-site business reviews, roadshows, and strategic meetings, traveling monthly to quarterly, to deepen customer partnerships and reinforce Axon’s value.
  • Continuously research, apply, and share industry best practices to elevate customer experiences and deliver measurable success for both customers and Axon.

Sr. Strategic Customer Success Manager, Key Accoun

Conga
09.2023 - Current
  • Manage Conga's largest, most complex global customers, executing on strong project management and organizational skills to track bugs and issues, implementation showstoppers, feature enhancement requests, strategic growth opportunities, and progress meeting target timelines, holding all roles and responsibilities accountable to drive on time deliverables.
  • Execute detailed adoption analyses and engage customers in joint planning to increase adoption via end-user feedback sessions, change management reviews, revenue lifecycle strategic planning sessions, and technical assessments.
  • Lead value realization activities like customer stakeholder alignment, roadmap reviews, and best practice guidance to ensure Conga solutions are providing increasing ROI to meet evolving business challenges and demands.
  • Drive customer advocacy by ensuring technical issues and product enhancement requests are prioritized and resolved quickly and efficiently by internal Conga partners.
  • Identify expansion opportunities and mitigate risk using cross-functional teams to improve health and sentiment to ensure customer success and renewal growth.
  • Analyze complex data sets, identifying patterns and deriving actionable insights with ability to leverage data-driven approaches to develop customer success strategies, identify opportunities for improvement, and measure success metrics.

Sr. Enterprise Customer Success Manager

Conga
09.2022 - 09.2023
  • CSM Top Pipeline Generator - FY '23
  • Led key accounts with customer-centricity and drove digital transformation through organizations to solve end-to-end revenue lifecycle challenges.
  • Led the CSM organization as a Healthcare & Life Sciences SME, collaborating with our VP of Healthcare & Life Sciences to educate cross-functional teams and help Conga win deals in the vertical.
  • Championed frictionless business processes and data transparency across supporting teams and organizations by aligning all business stakeholders to minimize disconnect and promote unity.
  • Attended and spoke at industry conferences and drove opportunities to market Conga to customers and prospects.
  • Cultivated positive rapport and trust with peers to boost company morale and promote employee retention.
  • Partnered with global account teams and cross-functional RVPs to drive unity and strategic approaches to every customer interaction.
  • Led Conga's CSM organization in partnership with Customer Marketing and Sales to consistently bring raving customer references into growth opportunities.
  • Owned and brainstormed opportunities to build strategic customer success programs that supported our mission, challenged the status quo, and allowed our organization to become increasingly actionable and customer-centric.
  • Partnered with Voice-of-Customer leaders to action customer feedback and increase value and participation in programs.
  • Analyzed gaps in customer experience and collaborated cross-functionally to address concerns and pioneer change.

Enterprise Customer Success Manager

Conga
10.2020 - 09.2022
  • CSM of the Year and President's Club Winner - FY '22
  • Led Conga's CSM team in pipeline generation and highest NPS customer response rate in Q2 FY '23.
  • Managed portfolio of $11.5M ACV while consistently reviewing and identifying upsell and cross-sell opportunities.
  • Led daily standing meetings with new Enterprise CSMs to coach, mentor and enable to promote team consistency and success.
  • Designed and presented Executive Business Reviews and Strategic Success Plans to key stakeholders to demonstrate and measure progress, reflect on key milestones and address how tactical strategies were delivering positive business outcomes.
  • Drove account planning sessions with Account Executives and Sales Engineers to align on strategic plans to drive upsell and cross-sell opportunities.
  • Measured product adoption of strategic and enterprise customers to track utilization and identity risk or opportunity for customer expansion.
  • Enabled customers with product training resources to continuously educate end-users on release dates and webinars, enhancements, and best practices to help promote adoption and self-sufficiency.
  • Championed customers by driving product enhancement requests through product leadership.
  • Escalated critical technical issues and advocated on behalf of customers by vocalizing urgency and providing internal teams with concise understanding of business impact.
  • Acted as strategic customer advisor to analyze gaps in customer experience and worked cross-functionally to address these concerns and pioneer change.

Lead, Commercial Renewals

Conga
08.2020 - 10.2020
  • Culture Champion Award - Q3 FY '21
  • Directed Conga's offshore Renewals team of 15 Renewals Specialists and leveraged data analytics to identify areas of improvement and accountability.
  • Planned, managed, and executed simultaneous projects designed to strengthen internal processes.
  • Developed and hosted internal training seminars on customer success best practices.
  • Created new customer content while incorporating Conga's evolving company brand.
  • Prepared customer success documentation, reports, and logs to identify and manage customer success metrics and support process driven activities.
  • Boosted customer satisfaction by driving customer escalations to resolution.
  • Conducted weekly team meetings to address, discuss and resolve key concerns.
  • Answered day to day questions, shadowed customer calls and ensured overall success across Conga's customer success organization.

Renewals Manager

Conga
09.2019 - 08.2020
  • Took ownership of accounts and contract renewals, while creating cross-sell and up-sell opportunities.
  • Averaged monthly renewal retention rate of 104.26%.
  • Trained and mentored new team members to promote productivity, accuracy, and valuable customer engagement.
  • Tracked at-risk accounts, proactively engaged to understand evolving customer needs and developed options for increased value.
  • Drove customer escalations to resolution by engaging directly with customers.
  • Collaborated across departments to meet and exceed customer needs.
  • Tracked technical cases and worked with technical support leadership to deliver first-class support and advocacy.
  • Analyzed customer account trends, tracked opportunities for expansion and addressed any concerns regarding adoption by demonstrating value.

Education

Bachelor of Science - Mass Communi - Media Management, Promotion & Sales

Illinois State University
Normal, IL
2015

Certification

Certified Customer Success Manager (CCSM) Level 1, SuccessHACKER - 2021

Certified Customer Success Manager (CCSM) Level 2, SuccessHACKER - 2023

Timeline

Sr. Field Customer Success Manager

Axon
05.2024 - Current

Sr. Strategic Customer Success Manager, Key Accoun

Conga
09.2023 - Current

Sr. Enterprise Customer Success Manager

Conga
09.2022 - 09.2023

Enterprise Customer Success Manager

Conga
10.2020 - 09.2022

Lead, Commercial Renewals

Conga
08.2020 - 10.2020

Renewals Manager

Conga
09.2019 - 08.2020

Bachelor of Science - Mass Communi - Media Management, Promotion & Sales

Illinois State University

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