Amna Naeem

Customer Success Manager

Dubai, United Arab Emirates9 yrs 8 mos experience

Key Highlights

Built a fitness business from concept to successful exit.
Led customer success initiatives to enhance client satisfaction.
Stabilized hotel operations across multiple properties.

Stackforce AI infers this person is a Customer Operations and Success expert in the SaaS and Hospitality sectors.

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Skills

Core Skills

Customer SuccessOperations ManagementBusiness OperationsHotel OperationsCustomer ExperienceOperations SupportProgram Management

Other Skills

Support ManagementOperations AdministrationOperational OptimizationBudgetingFitness Program DesignStrategic PlanningDemand GenerationPlanning & SchedulingPerformance TuningBusiness DevelopmentBrand ManagementEmployee TrainingService OperationsProcess DesignCost Control

About

Operations and customer operations professional with 9+ years of experience across fitness, hospitality, and education environments. Hands-on background in running day-to-day operations, coordinating teams, and managing customer experience in high-volume, people-heavy settings. Experience includes building operating structure from the ground up, stabilizing live operations, and supporting growth as responsibilities expanded across teams and locations. Has worked across early-stage businesses, multi-location operations, and structured education environments bringing a practical, disciplined approach to execution. Comfortable balancing service quality, operational constraints, and demand through scheduling, workforce planning, and process alignment. Also experienced in using digital and marketing channels as operational tools to support utilization, demand flow, and customer engagement.

Experience

9 yrs 8 mos

Total Experience

1 yr 9 mos

Average Tenure

9 mos

Current Experience

Propkee

Customer Success Manager

Aug 2025 – Present · 9 mos · United Arab Emirates · On-site

Joined as the first Customer Success Manager and own client accounts across the full post-sale lifecycle, including onboarding, activation, account management, support, retention, client satisfaction, and revenue performance.
Build the Customer Success and post-sale operations function from the ground up by creating the structure, processes, documentation, trackers, and internal coordination needed for consistent onboarding, account handling, and execution.
Partner with clients during the sales cycle to gather requirements, align expectations, build relationships early, and reduce gaps between commercial discussions and successful onboarding and activation.
Lead new clients from signing through go-live by improving readiness across stakeholders, aligning responsibilities, and ensuring a smoother transition into active use.
Revive under-managed accounts by closing onboarding, service, and documentation gaps through re-onboarding, retraining, stronger follow-up, relationship rebuilding, and more consistent account handling, turning them into healthier revenue-generating accounts.
Drive additional revenue across existing accounts, especially revived accounts, by combining product understanding, commercial judgment, and relationship management to upsell and cross-sell relevant packages, marketing products, and services based on client needs and growth potential.
Manage day-to-day client needs across support, issue resolution, technical follow-up, feature requests, and ongoing communication, while delivering against service and revenue KPIs to support retention, continuity, satisfaction, and commercial performance.
Regularly test the Consumer App, backend, and seller panel to understand product behavior, identify recurring issues, and surface glitches early, helping prevent poor user experience, troubleshoot more effectively, and set clearer expectations around product capabilities and limitations.

Support ManagementOperations AdministrationCustomer ExperienceOperational OptimizationOperations ManagementCustomer Success

Career break

Relocation

Aug 2024 – Aug 2025 · 1 yr · Dubai, United Arab Emirates

Exited my previous business following a successful acquisition and relocated to Dubai after marriage.
Took a deliberate transition period to settle into a new country and life chapter, focusing on personal well-being and resetting after several years of intensive work.
Continued to support the new owners on an advisory basis when needed, providing guidance on operations, structure, and continuity to support a smooth post-acquisition transition.

Shape up studio kuwait

2 roles

Operations Advisor (Advisory)

Jul 2024 – Aug 2025 · 1 yr 1 mo

Provide strategic and operational guidance to the management team post-acquisition.
Advise on process optimization, staffing structure, and service delivery standards.
Support transition continuity following founder exit.
Consult on operational challenges as needed to maintain performance and consistency.

Founder & Head of Operations | Successful Exit

Jun 2022 – Jul 2024 · 2 yrs 1 mo

Built and scaled a fitness business from concept to a fully operational, system-led business, exiting through a successful buyout within two years.
Owned the end-to-end operating model, including hiring, onboarding, scheduling, service delivery, and customer retention.
Built and led the trainer team, standardizing service delivery through structured programs and operating processes.
Designed and launched 9 standardized training programs across beginner to advanced levels.
Managed demand and capacity through scheduling, utilization planning, and organic digital marketing, supporting 127 active clients with 90%+ session attendance.

BudgetingFitness Program DesignStrategic PlanningDemand GenerationPlanning & SchedulingPerformance Tuning+18

Leaders hotel group

Hotel Operations Executive (Multi-Branch)

Apr 2021 – May 2022 · 1 yr 1 mo · Kuwait · On-site

Appointed to stabilize operations at a 75-room property, overseeing room readiness, guest experience, staffing coordination, and on-site issue resolution.
Managed online booking operations end-to-end, including pricing, availability, occupancy, guest reviews, and inquiry handling.
Worked closely with reception and housekeeping teams to improve service consistency and streamline check-in/check-out.
Planned daily staffing and shift coverage aligned to occupancy and peak demand to maintain service standards.
Following demonstrated operational improvements, scope expanded to a second property, supporting consistent operations across 125 rooms and 60 staff.

Quality ManagementHotel OperationsDemand GenerationQuality ControlBusiness OperationsHotel Booking+14

Scorp

Operations & Digital Support

Jul 2020 – Apr 2021 · 9 mos · Istanbul, Turkey · Hybrid

Supported operational execution across multiple client accounts, managing timelines, reporting, and delivery follow-ups.
Coordinated between clients and internal teams to reduce handover gaps.
Maintained tracking and documentation to improve delivery visibility and reduce rework.

Operations SupportSearch Engine Optimization (SEO)Project CoordinationCustomer SuccessService OperationsData Management+9

Career break

Professional development

Sep 2019 – May 2020 · 8 mos · Istanbul, Turkey

Relocated to Turkey for MBA (Marketing); transitioned into part-time operational work during studies.

Sylvan learning

Program Coordinator

Jul 2015 – Aug 2019 · 4 yrs 1 mo · Kuwait · On-site

Primary coordination point for students and parents, managing registrations, assessments, enrollments, and ongoing program support.
Owned end-to-end student programs, including assessments, program setup, progress tracking, and continuous updates.
Reviewed tutor feedback and student performance data to adjust learning plans.
Coordinated class schedules, attendance, assessments, and parent review meetings.
Worked closely with instructors to ensure systems, lesson plans, and academic records were correctly set up.

Program CoordinationCustomer ServiceProgram ManagementPlanning & SchedulingCustomer SuccessService Operations+9