Mo Shami

About Mo Shami

A transformational and a human-first leader with over 25 years of combined experience in Customer Success, Account Management, Program Management, Operations and Client Relations. Positive, persuasive, articulate and customer-centric. Go-getter! I jump in, roll up my sleeves and get to work. Self-motivated, outgoing personality, committed to high quality work. Broad-based expertise, as well as an excellent ability to smooth out kinks with the most challenging customers. I inspire motivation, collaboration and creativity. Focus, loyalty, steadfastness, curiosity, patience and being fiercely loyal are all characteristics that have enabled me to achieve success. With my refined skillset, I bring a client-centric mindfulness that allows teams to innovate and thrive. My intellectual curiosity also drives me to be a lifelong learner. I am passionate and possess an eager desire to contribute to the success of my team, customers and the company that I work for.

Experience

1. Director, Customer Success

   Mobiiworld

   Jun 2023 — Present · Dubai, AE

   Executive leader owning the end-to-end customer journey across Mobiiworld.com’s most strategic programs. Proven at transforming Customer Success into a revenue growth engine by driving retention, expansion, margin improvement, and long-term customer value through data-driven execution and cross-functional leadership.Key Impact & Results • Increased customer retention from 84% to 95% and achieved 128% net revenue retention, reducing churn by 42% and protecting $8.6M in recurring revenue. • Drove 35% year-over-year organic growth within the existing customer base and increased average contract value by 22%, delivering $10.1M in incremental top-line revenue. • Led executive demos and proof of concepts with a 70%+ conversion rate, generating $12.4M in new annualized business. • Reduced customer onboarding time by 38%, accelerating time-to-value and lowering onboarding and support costs by 27%. • Improved gross margins by 6.5 percentage points through operational efficiency, automation, and optimized cost-to-serve. • Elevated customer experience, increasing Net Promoter Score from 41 to 68 and strengthening customer advocacy and referrals.Core FocusCustomer Lifecycle Strategy • Retention & Expansion • Data Analytics & KPIs • Executive Demos & POCs • Revenue Growth • Margin Optimization • Cross-Functional Leadership

Education

• San José State University

  Bachelors of Science, Computer Science. Mathematics

• Dos Palos High School

  High School Diploma, General Education