Showkat Hussain

About Showkat Hussain

Customer Success.Customer Success Manager with a proven record of establishing the entire customer success framework for a high-growth startup. I excel at managing the end-to-end customer journey for a large, distributed customer base, from strategic onboarding to driving long-term loyalty and expansion.My approach is rooted in becoming a true advocate for the customer. I excel at building trust, championing customer needs across departments, and translating feedback into actionable product and service improvements. By establishing streamlined processes and tracking key metrics, I drive measurable results in customer adoption, retention, growth, and loyalty.Core Competencies:• Customer Lifecycle Management & Strategy• Building & Scaling Customer Success Teams• Cross-Functional Collaboration & Advocacy• Customer Onboarding & Training• Data Analysis, Retention & Growth Metrics• Crisis Management & De-escalation

Experience

1. Sr Customer Success Manager Iii

   Rackspace Technology

   Jun 2021 — Present · Hyderabad, IN

   Spearheaded onboarding and enablement for enterprise clients, driving rapid adoption and maximizing product value across Rackspace Technology’s cloud and managed services• Acted as primary liaison for strategic accounts, ensuring proactive communication, long-term engagement, and high customer satisfaction• Resolved escalations with urgency and empathy, improving resolution time and enhancing overall customer experience• Delivered tailored success plans aligned with client goals, resulting in measurable business outcomes and increased product utilization• Led Monthly and Quarterly Business Reviews (MBRs/QBRs) and annual planning sessions to maintain strategic alignment and foster executive relationships• Achieved high renewal and retention rates through value-driven engagement and continuous customer advocacy• Identified and executed upsell and cross-sell opportunities, contributing to revenue growth across Rackspace’s service portfolio• Partnered with Success Architects and engineering teams to address technical challenges and ensure seamless support delivery• Provided structured feedback to product and service teams, influencing roadmap decisions and driving service improvements• Orchestrated strategic account growth initiatives, including enterprise expansion and multi-region deployments• Organized and facilitated client workshops, city meetups, and CX forums to build community and deepen customer relationships• Represented Rackspace Technology in media engagements, public forums, and customer experience events to amplify brand presence• Collaborated with marketing and PR teams to showcase customer success stories and enhance post-event visibility

Education

• Hibernia Institute Sydney. Australai.

  Master of Business Administration (MBA), Business, Management, Marketing, and Related Support Services

  2009 — 2011

Skills

• Procurement
• Requirements Analysis
• Inventory/Expense Control
• Financial Management
• Budget Management
• Customer Service
• Management
• Vendor Management
• Staff Hiring and Development
• Policies Implementation
• Cash Supervision
• Risk Management
• Incident Management
• Client Relations
• Merchandising Techniques
• Business Development
• Sales and Advertising