Syed Adam Hussain

About Syed Adam Hussain

B2B SaaS Customer Success Executive | Driving Retention, Expansion & Revenue GrowthCheck out my web portfolio to get a deeper insight into how I have built post-sales teams and my leadership style: https://bit.ly/Hussain_sCustomer Success and Post-Sales leader with a proven track record of scaling B2B SaaS companies, optimizing customer retention, expansion, and revenue growth. I specialize in building high-performing CS, Renewals, and Account Management teams that drive net revenue retention (NRR), maximize customer lifetime value (CLV), and reduce churn.With deep experience across mid-market and enterprise SaaS, I develop customer-centric strategies, data-driven playbooks, and scalable post-sales motions to improve customer engagement, product adoption, and upsell/cross-sell revenue. Scaling B2B SaaS Post-Sales Teams – Built and led global Implementation, TSE, Suport, CS & Renewals teams, driving double-digit NRR growth Retention & Expansion Strategy – Owned >20 mill ARR, implementing expansion strategies that increased upsell and cross-sell revenue Customer Journey & Playbooks – Developed structured customer journeys to reduce churn and improve adoption & satisfaction Enterprise & Mid-Market GTM – Scaled post-sales motions for mid-market and enterprise SaaS customers High-Growth SaaS & Pre-IPO Experience – Scaled post-sales teams in hyper-growth, M&A, and pre-IPO Impact in B2B SaaS-Indio – Led CS & Renewals, achieving 97% GRR on average for SMB and Mid-Market and 120% NRR in 2019, driving expansion and long-term customer retention-Hummingbird – Launched enterprise CS strategy, increasing customer expansion by 4.7 million and reducing churn-Indio (Acquired by Applied Systems) – Led B2B SaaS Customer Success & Post-Sales, scaling the team from 1 to 34 to support P&C insurance brokerages in their digital transformation, driving adoption, retention, and revenue growth-Hummingbird – Built mid-market & enterprise Customer Success strategy for a RegTech B2B SaaS platform, driving compliance workflow adoption. Designed and implemented a highly technical onboarding & implementation process, reducing implementation time from 250 days to 120, accelerating time-to-value and customer Stack- Salesforce - InMoment - ChurnZero - Matik - Slack- Notion- GuideCX- Productboard- Intercom- Workramp- Superset- Gong - Atlassian: JIRA- Loom- Quip Docs

Experience

1. Sr Director Head of Customer Success

   Fieldguide

   Apr 2025 — Present

   Fieldguide is a B2B SaaS AI platform transforming audit, advisory, and assurance work through workflow automation and AI for mid-market and enterprise firms-Lead the post-sales transformation, evolving CS from reactive to proactive through clear segmentation, playbooks, and operational rigor aligned to growth goals-Helped sustain industry-leading GRR for enterprise segments, while partnering closely with Sales to generate 19 CSQLs and over $1M in CS qualified expansion pipeline, reinforcing Customer Success as a core revenue driver- Designed and implemented a structured At-Risk Action Plan framework to identify unhealthy accounts early, drive cross-functional recovery strategies, and improve retention, preserving over $2M in ARR since launch- Increased NPS from 20 basis points within three months by initiating a customer outreach program to uncover friction points and partnering with Product to deliver targeted quality-of-life improvements that materially enhanced user satisfaction and platform adoption-Leverage AI within the CS CRM to automate admin work, surface risk and expansion signals, and power scaled engagement models that improve team efficiency-Design and operationalize a modern CS model, including segmentation, capacity planning, renewal clarity, and Sales-to-CS handoff standards-Implement usage pacing and seasonality models that mirror how audit firms consume the platform, enabling accurate forecasting and renewal readiness-Standardize CS motions with scalable playbooks for onboarding, EBRs, feature requests, escalations, and contact transitions-Drive hiring and enablement across CS, Implementation, and CS Ops, ensuring consistent customer outcomes and operational alignment-Represent CS at the executive level, delivering insights on retention, expansion, adoption, and operational maturity to guide strategic decisions.

Education

• San Francisco State University

  Bachelor's degree, Psychology

• San Francisco State University Extended Learning

  Project Management Certificate, Project Manager

Skills

• Training
• Management
• Sales
• Project Management
• Customer Service
• Sales Management
• Time Management
• Salesforce.com
• Finance
• Leadership
• Account Management
• Client Relations Skills
• Credit Analysis
• Crm
• Business Development
• Project Coordination
• Social Networking
• Marketing
• Saas
• Client Relations
• Client Liaison
• Client Services
• Social Media
• Software as a Service (Saas)
• Microsoft Office
• Customer Relationship Management (Crm)