Summary
Overview
Work History
Education
Skills
Certifications and Licences
Languages
Timeline
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Wail Fakhar

Summary

Dynamic customer success leader with over 8 years of experience driving retention, renewals, and revenue growth in SaaS and B2B environments. Expertise in managing and developing high-performing teams of 30 while establishing scalable success and renewal processes that consistently achieve exceptional renewal rates. Proficient in mitigating churn risk and enhancing product adoption, evidenced by a 25% increase in feature utilization, along with a strong track record of unlocking growth through strategic upsell and cross-sell initiatives. Committed to safeguarding recurring revenue and fostering robust client relationships for sustainable long-term success.

Overview

8
8
years of professional experience

Work History

Renewals Manager

Cyncly
06.2024 - 08.2025
  • Built the foundations of the EMEA Renewals Department, establishing core processes, playbooks, and reporting standards to drive scalability and long-term growth.
  • Trained and managed a renewals team to ensure high performance and a consistent approach.
  • Cross-trained existing employees to maximize team agility and performance.
  • Consistently achieved 95–97% renewal rates, protecting recurring revenue and strengthening client retention.
  • Reduced churn risk by implementing early warning signals and proactive engagement strategies, improving renewal predictability.

Customer Success & Retention Manager

ResellerRatings.com
01.2022 - 05.2024
  • Owned the full customer lifecycle across onboarding, adoption, renewal, and expansion for a portfolio of small and mid-market accounts.
  • Drove upsell and cross-sell opportunities, generating an additional 18% in account growth year-over-year.
  • Reengaged low-usage accounts with tailored outreach and product insights, increasing active usage by 30% within two quarters.
  • Led and coached a team of CSMs, improving performance consistency and ensuring best practices in client engagement.
  • Reduced churn by 12% across four consecutive quarters, contributing to record-high retention rates.

Senior Customer Success Manager

BigCommerce
02.2021 - 01.2022
  • Owned a portfolio of mid-market and enterprise accounts worth $7M+ in ARR, driving adoption and long-term retention, while leading a team of 12 Junior CSMs.
  • Created client-facing resources and training programs that improved feature adoption rates by 25%.
  • Drove low churn across portfolio, maintaining a gross retention rate above 95%

Customer Service Team Lead

Amazon.ca
09.2018 - 01.2021
  • Designed and launched a QA feedback loop that improved CSAT scores, while leading a team of 20+ to consistently achieve an average 95% CSAT.
  • Tracked KPIs daily and implemented coaching plans that reduced handle time by 15%.

Customer Service Associate

Amazon.ca
06.2017 - 09.2018
  • Delivered high-quality customer support via chat, phone, and email.
  • Recognized for maintaining one of the highest customer satisfaction scores on the team.

Education

Bachelor’s Degree - Business Administration

Trent University
Peterborough, Canada

Skills

  • Customer Retention Strategy, Customer Success & Onboarding, Team Leadership & Coaching
  • KPI analysis
  • Key account development
  • Sales and market development
  • CRM: Gorgias, HubSpot, Salesforce, Zendesk
  • Support Tools: Front, Google Workspace, Intercom, Slack, Zoom
  • Analytics: Excel, Looker, Metabase, Survey Tools
  • Project Management: Asana, Notion, Trello

Certifications and Licences

  • Project Management Professional (PMP)
  • SalesForce - Platform Administrator 2
  • HubSpot Sales Management Certification
  • Zendesk Administrator Certification
  • Google Workspace Admin Certification

Languages

English
French
Spanish

Timeline

Renewals Manager

Cyncly
06.2024 - 08.2025

Customer Success & Retention Manager

ResellerRatings.com
01.2022 - 05.2024

Senior Customer Success Manager

BigCommerce
02.2021 - 01.2022

Customer Service Team Lead

Amazon.ca
09.2018 - 01.2021

Customer Service Associate

Amazon.ca
06.2017 - 09.2018

Bachelor’s Degree - Business Administration

Trent University

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Wail Fakhar