Nayeem Ahmed Khateeb

About Nayeem Ahmed Khateeb

I’m a Strategy & Operations, Customer Success, and Revenue Operations leader with 20+ years of experience scaling global SaaS and cloud businesses. I operate at the intersection of strategy, operations, go‑to‑market, and customer value, translating vision into execution through structured problem solving, data-driven insights, and scalable operating frameworks.Across ServiceNow and VMware, I’ve led global organizations, shaped multi-year strategic plans, and built end-to-end customer lifecycle engines that drive predictable, long-term revenue growth. My work consistently improves NRR, GRR, and ARR by combining operational rigor with a customer-centric mindset.Strategic & Operational Impact- Built FY25 enterprise strategy for a org and $81.8M budget, aligning senior BU, Sales, Partner, and CRO leadership- Reduced a 142‑HC bottom-up ask to 69 HC (51% optimization) through scenario modeling and risk-based tradeoffs- Defined a multi-year KPI framework with targets across NPS (41→47), GRR (88.7%→93.8%), ops-touch (100%→40%), and hub utilization (10%→50%)- Mapped and sequenced 14 enterprise transformation programs, aligning $12.4M in investments to a cohesive roadmap- Built a capability taxonomy across 12 functional domains to support scalable workforce planning and portfolio prioritizationCustomer Success & Revenue Growth Impact- Preserved $50M+ ARR through proactive churn mitigation and executive engagement- Reduced churn 18% YoY using predictive health scoring and lifecycle interventions- Achieved 70%+ no-touch renewals through automation and digital CS models- Delivered 40+ AI-driven use cases across Customer Success and RevOps- Led global teams of 300+ supporting multi‑billion‑dollar SaaS portfoliosI partner closely with Sales, Product, Finance, and Customer Success leaders to align GTM strategy, optimize renewals, improve forecasting accuracy, and build the systems and processes required for sustainable growth. I thrive in fast-moving environments where clarity, analytical rigor, and cross-functional leadership are essential.I’m passionate about leveraging AI, automation, and scalable operating frameworks to accelerate execution velocity, improve customer outcomes, and enable organizations to grow with confidence.Core Expertise:Strategy & Operations • Customer Success • RevOps • NRR/GRR/ARR Growth • Renewals & Expansion • Forecasting • GTM Alignment • AI & Automation • Global Operations & Scaling

Experience

1. Senior Director, Saas and Digital Operations Pricing Strategy

   ServiceNow

   Jan 2022 — Present · Santa Clara County, CA, US

Education

• Jamal Institute of Management, Trichy

  MBA, Finance

  2002 — 2004

• Mazharul Uloom College

  Bachelor of Commerce (B.Com.), Accounting and Business/Management

  1999 — 2002

Skills

• Saas
• Strategy
• Business Intelligence
• Oracle HR
• Business Analysis
• Program Management
• Cross-Functional Team Leadership
• Vendor Management
• Outsourcing
• Integration
• Oracle
• Oracle Reports
• Requirements Analysis
• Enterprise Resource Planning (Erp)
• Cloud Computing
• Erp
• Software as a Service (Saas)
• Siebel
• Pre-Sales
• Obiee
• Order Management
• Oracle Applications
• Oracle E-Business Suite
• Management
• Team Management
• Enterprise Software
• Sdlc
• Oracle Discoverer
• Solution Architecture
• Business Process Improvement
• Software Development Life Cycle (Sdlc)
• Business Process
• Requirements Gathering
• Analytics
• Software Project Management
• Crm
• Customer Relationship Management (Crm)
• Leadership
• Salesforce.com