Othman Fadeel
Customer Success Manager, Enterprise @Criteria Corp
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WORK HISTORY
Customer Success Manager, Enterprise @Criteria Corp
Orange County, CA, US
I manage a portfolio of enterprise SaaS customers, overseeing $3M+ in ARR. My focus is on delivering measurable business outcomes, maximizing customer lifetime value, and driving account growth.Key Achievements & Responsibilities: • Consistently maintain an average customer retention rate of ~88% across my book of business. • Own the full customer lifecycle: onboarding, adoption, renewals, upsells, and strategic account growth. • Partner with executive stakeholders to align our solutions with customer business objectives, driving measurable ROI. • Proactively identify churn risks, develop mitigation plans, and drive long-term customer loyalty. • Collaborate cross-functionally with sales, product, support, and leadership to ensure customer needs are prioritized and met. • Consistently exceed expansion and retention targets while driving high NPS and customer satisfaction scores. • Serve as the voice of the customer to influence product roadmap and continuous platform improvement.
EDUCATION
California State University, Fullerton
Bachelor's degree, Business Administration and Management, General
SKILLS
ABOUT OTHMAN FADEEL
I am a seasoned and dynamic professional with a wealth of experience in leading franchise operations and expanding market presence. My expertise lies in strategic planning, budget management, cultivating customer service excellence, and driving substantial sales growth. With a demonstrated prowess in implementing effective S & OP processes, managing inventory, and overseeing all human resource functions, I have consistently delivered exceptional results.I am known for launching pioneering franchise locations and driving online sales expansion through astute ecommerce management. My proven track record in strategic partnership development and organizational restructuring has led to substantial revenue increases and market expansion. Additionally, I possess a strong background in client management, successfully reducing churn rates and fostering long-term partnerships. Committed to making data-informed decisions that align with both customer needs and business objectives, I am equipped with the ability to adapt and thrive in diverse environments. With a focus on excellence and innovation, I am prepared to drive success and growth for any organization.
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