Simarbir Dhaliwal

Customer Success Account Manager @Fotello

Vancouver, BC, CA

Owned the end-to-end journey for a portfolio of 40+ mid-market and enterprise accounts valued at $1M+ ARR, managing onboarding, adoption, expansion, retention, and renewals.Maintained 90%+ CSAT by serving as the primary contact, providing multi-channel support, and leading escalations to resolution.Built the onboarding playbook from scratch, mapping the client journey, automating tasks with Power Automate and HubSpot, and creating self-serve resources that cut onboarding time by 50%.Conducted 15+ discovery workshops with high-touch clients, uncovering needs and directly influencing 5+ product roadmap enhancements that improved adoption and retention.Delivered QBRs and EBRs with executive stakeholders to showcase ROI and identify growth opportunities, resulting in 38% revenue expansion across the portfolio.Designed HubSpot and Power BI dashboards to monitor account health, usage, adoption trends, churn risk, support tickets, and renewals, enabling proactive risk management.Collaborated cross-functionally with Engineering (API integrations, Azure deployments), Marketing (feature launches), and Sales (upsell opportunities, handovers) to improve adoption and account growth.Reduced churn risk by flagging 10+ at-risk accounts through post-onboarding reviews and usage monitoring, leading to tailored adoption plans and successful renewals.

The University of British Columbia

Bachelor of Science - BS, Mathematics, Computer Science, Physics