Mo Nawaz

Results-driven Customer Success Manager with a proven track record of enhancing customer satisfaction and retention within SaaS environments. Extensive experience in onboarding, training, and fostering client relationships to ensure successful software adoption. Proficient in SaaS best practices, CRM systems, and customer engagement strategies. Exceptional communicator with strong problem-solving and relationship-building skills. Expertise in AWS, Azure, GCP, Terraform, Kubernetes, Ansible, Jenkins, CI/CD, and SIEM.

• Managed a portfolio of enterprise SaaS clients, ~$10MM ARR, across multi-cloud environments (AWS, Azure, GCP).
• Led workshops, immersion days, and technical sessions to drive cloud-native adoption.
• Delivered data-driven strategies and cloud enablement training aligned with business goals.
• Created customer success playbooks, drove upsell and renewal initiatives.
• Worked cross-functionally with cloud teams to enhance deployments and feedback loops.
• Consistently exceeded KPIs in retention, churn reduction, and NPS.

• Supported SaaS clients with onboarding, check-ins, and success strategies.
• Identified upsell opportunities and partnered with sales for growth.
• Built enterprise SharePoint and BI solutions using SQL, PowerView, and Python.
• Reduced support tickets through improved support structure and training.

• Implemented IAM and ECM solutions using Microsoft, IBM, and Oracle tools.
• Delivered audit reports and conducted risk analyses.

• Installed and configured Oracle Identity tools in clustered environments.
• Assisted with demos, POCs, and pre-sales support.
• Implemented 2FA with Oracle Access Manager.

• AS in Information Systems – Empire State College
• HashiCorp Certified: Terraform Associate