Mahmoud Badreldin

About

Revenue-driven Senior Customer Success Manager with 20+ years specializing in enterprise customer success, retention, and expansion growth across Fortune 500 and government accounts in EMEA and GCC. Currently owns a $20M+ ARR portfolio at Honeywell, delivering 110%+ NRR for 36 consecutive months, 98% logo retention, 200%+ SaaS divisional revenue growth, and zero escalation-driven churn for 24 months. Expert in AI-driven health scoring (Gainsight), predictive churn analytics, and executive QBR/EBR programs with C-suite stakeholder management; also drives scalable land-and-expand execution and digital transformation initiatives. Doctorate in Business Administration (DBA) focusing on Digital Transformation & AI (IBAS, 2023–2026).

Experience

• Senior Customer Success Manager, EMEA · Honeywell — SaaS Solutions Division07-01-2021

  Global industrial SaaS leader; full ownership of $20M+ EMEA/GCC enterprise portfolio across 50+ Fortune 500 and government accounts in 15 countries. Revenue Ownership & ARR Growth • Grew $20M+ ARR portfolio by 120% over 4-year tenure — delivering 110%+ NRR for 36 consecutive months and 98% logo retention across 50+ Fortune 500 and government accounts. • Maintained GRR above 95% with zero revenue leakage — executing proactive risk-tiering, account segmentation, and renewal governance across the full $20M+ book of business; contributing to 200%+ SaaS divisional revenue growth across EMEA over the same period. • Converted QBR/EBR outcomes into board-level ROI narratives — securing $20M+ in enterprise investment decisions and accelerating upsell velocity through structured C-suite engagement programs. • Generated $2M+ expansion ARR pipeline via disciplined land-and-expand playbook — executing structured upsell and cross-sell motions across EU TPD and pharmaceutical serialization portfolios. Retention, Health Scoring & Churn Mitigation • Architected AI-driven customer health scoring model in Gainsight — reducing churn 20% YoY by lifting account health scores from 61 to 87 through predictive risk identification, early-intervention playbooks, and data-driven renewal forecasting. • Sustained 110%+ NRR with zero escalations for 24 months and 96% CSAT — converting at-risk accounts into multi-year expansion contracts through structured recovery frameworks and proactive risk mitigation motions. • Reduced Time-to-Value (TTV) by 30%+ through redesigned onboarding journeys — increasing feature adoption 35% and improving NPS by 18 points across the portfolio. Operational & Cross-Functional Leadership • Orchestrated CS-led operational model across 10 countries and 50+ accounts — achieving 30% efficiency gain through AI-driven workflow automation and Lean Six Sigma redesign of customer success delivery processes. • Acted as Voice of Customer (VoC) across Product, Sales, Engineering, and Support — translating 50+ enterprise insights into product roadmap influence and three direct feature releases. • Secured adoption alignment across 50+ government entities in Middle East national track-and-trace initiative — boosting supply-chain transparency 40% across a multi-regulatory, multi-country environment. • Mentored junior CSMs across EMEA — designing segment-level playbooks and standardizing QBR frameworks that elevated team NRR through codified expansion and retention methodologies.

• Professional Services Unit Head / Senior Program Manager · AL MAZROUI & PARTNERS (MAP) — Abu Dhabi & Dubai06-01-2016 – 07-01-2021

  Leading UAE technology solutions integrator; IBM, SAP & Oracle strategic alliances. P&L ownership of $10M+ PS unit. • Established and scaled Professional Services unit to $8–10M annual revenue — growing market share 19% through IBM, SAP, and Oracle alliances; 97% deliverable acceptance across 100+ enterprise transformation programs (ADNOC, Saudi Aramco, ADIB). • Built and scaled a 25-member high-performance team — promoting 5 to executive roles and institutionalizing PMP, Agile, and CS delivery standards organization-wide. • Drove $5M+ net-new contract pipeline across MOHRE, ADNOC, DP World, FAB, and ADIB through C-suite stakeholder management and strategic account planning — achieving 97% contract renewal rate across key government and enterprise accounts.

• Senior Account Manager — Government & Enterprise · AL MAZROUI & PARTNERS (MAP) — Abu Dhabi & Dubai05-01-2012 – 06-01-2016

  • Expanded key account revenue 40% and improved client retention 50% — through strategic account segmentation, C-suite stakeholder mapping, and consultative engagement across MOHRE, ADNOC, DP World, FAB, and ADIB. • Delivered structured QBR/EBR programs for 15+ government and Fortune 500 accounts — translating outcomes into executive ROI narratives that drove upsell conversion and renewal confidence at CIO/CFO level. • Deployed Salesforce-driven account health tracking — enabling predictive churn early-warning, renewal forecasting, and data-driven expansion prioritization across energy, financial services, and government verticals.

• Senior Project Manager · AL MAZROUI & PARTNERS (MAP) — Abu Dhabi & Dubai02-01-2007 – 05-01-2012

  • Delivered 20+ concurrent enterprise transformation programs (PMP, PRINCE2, Agile/Scrum) — achieving 95%+ client satisfaction against ISO 9001 quality frameworks; reduced project overruns 35%+ through risk governance and change management frameworks across Fortune 500 and government accounts.

• Project Manager · DOT AE — UAE11-01-2004 – 02-01-2007

  • Drove 30% revenue growth through enterprise client engagement — led end-to-end onboarding, product training, and adoption programs; reduced TTV 25% and built long-term renewal and referral pipelines across Fortune 500 software clients.

Education

• International Business Academy of Switzerland (IBAS)Doctorate in Business Administration (DBA), Doctorate in Business Administration (DBA) — AI & Digital Transformation (In Progress); Research: AI Utilization in Organizational Excellence & Customer Success — UAE & GCC Markets
• International Business Academy of Switzerland (IBAS)Master of Business Administration (MBA), Research: AI Utilization in Organizational Excellence & Customer Success — UAE & GCC Markets
• University of Alexandria, EgyptBachelor of Science, Physics & Chemistry

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