Aziz Keissi

About

Results-driven SaaS executive with 15 years of leadership in customer success, support operations, and technical management within fast-scaling SaaS companies. Expert in customer retention, GTM execution, operational efficiency, and ARR expansion. Key Highlights: - Scaled a SaaS support & success team from 3 to 20+ globally while maintaining 99% SLA compliance - Achieved 98% CSAT and reduced churn to <4% through a proactive customer journey optimization - Led revenue expansion via customer upsells, adding 3-4% ARR growth per quarter - Built GTM-aligned customer success strategies, enabling sales and solutions teams to drive higher LTV and product adoption - Managed budgets and P&L ownership What I Bring to C-Level Leadership: - Customer Retention & Expansion: Transforming customer support into a profit center - SaaS GTM Execution: Aligning Customer Success Management, Customer Support, and Product for revenue-driven success - Support & Success Team Scaling: Building high-performing teams - Operational Efficiency: Driving automation, AI, and scalable processes in B2B SaaS support Seeking to connect with SaaS founders, investors, and C-suite leaders exploring innovative approaches to customer success, ARR growth, and operational excellence.

Experience

• Founder & Managing Director · K Technology Solutions2025-06-01 –
• Fractional Customer Support and Success Executive · SaaS start-ups2025-03-01 –
• VP of Customer Support and Success · ElectroNeek2021-08-01 – 2025-02-01

  - Scaled customer success and support teams from scratch to a globally distributed structure (NA, EMEA, APAC). - Scaled Sales & Solutions Engineering (pre-sales) and Development Consulting and Implementation units - Achieved 98% CSAT and 99.98% SLA compliance, setting a new industry benchmark. - Dramatically reduced churn through a strategic customer engagement model and AI-driven automation. - Drove stable ARR expansion customer success-led upsells and renewals. - Established a revenue-focused GTM strategy, integrating Customer Success Management and Support with sales and product teams to optimize customer value. - Built an AI-powered support automation system, reducing manual intervention and cutting response times by 30%.

• Head Of Global Customer Support · ElectroNeek2021-03-01 – 2021-08-01

  - Established four regional support centers (North America, LATAM, EMEA, APAC) to improve service efficiency. - Managed the department budget, ensuring sustainable team growth and support coverage. - Developed a scalable customer support model, managing 400+ monthly tickets across SaaS and desktop products. - Created the company’s first Sales & Solutions Engineering unit, aligning customer success with pre-sales efforts.

• Senior Project Manager · Revenue Grid2016-07-01 – 2020-11-01

  - Led a portfolio of 4 Enterprise SaaS products, generating $3.5M in annual revenue (in OEM partnership). - Managed the annual budget, optimizing product development and operations. - Led a 15-person engineering team (software engineers, QA specialists, automation testers) to deliver complex solutions. - Worked closely with Oracle America on product integration, securing high-value enterprise contracts. - Improved product development cycles, reducing time-to-market by 20% through Agile methodologies.

• Head of Technical Support Department · Revenue Grid2013-12-01 – 2020-11-01

  - Built and scaled the technical support department, growing from one person to a 9-person support engineering team. - Supported 600,000+ enabled users across 19 SaaS and desktop applications. - Increased support efficiency by 90%, handling 400+ tickets per month with 99% SLA achievement. - Spearheaded the technical support operations for 7 strategic OEM partnerships (including Oracle and SAP) to customize support structures. - Developed a 500+ article knowledge base, reducing customer support overhead by 30%. - Delivered 27 technical training sessions (on-site and online) for enterprise customers and OEM partners (targeting their tech support and IT support units).

• Product Director · Revenue Grid2015-05-01 – 2015-10-01

  - Led the strategic launch of Smart Cloud Connect for Salesforce (later rebranded as Revenue Inbox). - Defined the go-to-market strategy (GTM) and executed it across marketing, sales, and customer success. - Spearheaded the product launch on Office Store, Salesforce AppExchange, and GetApp. - Developed the business plan from scratch, covering budgeting, development, and customer acquisition.

• Senior Technical Support Engineer · Revenue Grid2012-06-01 – 2013-12-01

  - Provided Level 2 technical support for 40+ monthly cases, ensuring rapid resolution and customer satisfaction. - Conducted root cause analysis and log diagnostics, improving issue resolution time by 40%. - Developed and delivered on-site technical training for partner teams in North America and Europe.

• Systems engineer · StarWind Software Inc.2010-08-01 – 2012-06-01

  - Provided pre-sales and post-sales support for virtualization and storage solutions. - Led customer-facing technical presentations and live demos, contributing to product adoption. - Designed and conducted webinars in English and French, expanding technical training reach.

Education

• National Technical University of Ukraine 'Kyiv Polytechnic Institute'​Master’s Degree, Computer Systems and Networks

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