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Adil Munir - Sr. Customer Success Specialist

Location: São Paulo, Brazil

Compensation range discussed: $1,000 - $2,000 USD/month

LinkedIn Profile | Email:adilmehdi87@gmail.com | Phone: +55 16992508111

Summary

Customer Success Manager with over 10 years of experience managing enterprise accounts for B2B SaaS and AI-driven platforms across the PropTech (Real Estate), Hospitality, and Telecom industries. At Hyly.AI (Multifamily AI-Automation), he managed a portfolio of US-based clients, including real estate market leaders such as , where he successfully expanded the account from one region to all of its divisions. He has extensive experience designing and executing personalized client onboarding processes, focusing on building rapport and driving product adoption from day one. He tracks key performance indicators such as Net Revenue Retention (NRR), Customer Lifetime Value, Churn Rate, and Customer Health Score. He has built customer success processes from scratch, including touchpoint calendars and at-risk client identification systems.

Meet Adil

This video from our screening interview provides a look into Adil's background and experience.

Candidate Snapshot

B2B SaaS Product Customer Success Experience

• Type of Solutions & Users Supported: AI-driven B2B SaaS platforms for the PropTech (Real Estate), Hospitality, and Telecom industries. Supported enterprise-level Property Management Companies (PMCs) based in the US, including market leaders like Greystar, managing relationships with regional stakeholders across the Midwest, Mid-Atlantic, California, and desert regions.

• Scope of CS Roles Held: Managed the entire post-sales customer lifecycle, from implementation and onboarding to ongoing account management. Responsibilities included coordinating with implementation teams to meet deadlines, conducting monthly check-ins, increasing product stickiness, tracking renewals, and identifying upsell opportunities.

• KPIs Measured: Net Revenue Retention (NRR), Customer Lifetime Value, Churn Rate, and Customer Health Score.

Client Onboarding Experience

• Onboarding Scope: Handled the end-to-end onboarding process, beginning with collecting all required client data, such as digital materials and organizational details. The process involved setting up client workspaces, regular follow-ups, and clear communication on progress, with a typical duration of one to two weeks, depending on client size and complexity.

• Type of Onboarding Provided: Delivers a highly personalized onboarding experience tailored to each client's specific use case and requirements, avoiding a generic, one-size-fits-all approach.

• Product Adoption Approach: Focuses on building a strong rapport with the client from day one to ensure they understand the full value and "big picture" of the platform. For complex AI solutions, he introduces basic features first to prevent overwhelming users, gradually expanding to the full feature set as they become more comfortable. He closely monitors user engagement metrics, such as login frequency and in-platform activity, to proactively offer support if he notices a drop in usage.

Process Building

• First 30 Days Strategy: When faced with an environment with zero documentation and ad-hoc requests, the first priorities would be to establish a dedicated support channel and implement a formal ticketing system, such as Zendesk, to ensure proper tracking, accountability, and transparency for all client issues.

• Building Process from Scratch: Has built customer success processes from the ground up, including creating customer touchpoint calendars to standardize outreach and developing a metrics-based system to identify at-risk ("red flag") clients, enabling proactive measures to minimize churn.

Tools Used

• Zendesk, HubSpot

Key Qualifications & Highlights

• Proven Enterprise Account Expansion: Demonstrated success in strategic account growth by expanding an initial engagement with Greystar, a market leader in real estate, from a single region to all of their divisions. This was achieved by systematically building rapport with senior management and proving platform value.

• Proactive Churn Reduction Strategy: Developed and implemented a customer health framework to identify at-risk clients based on success metrics. This allowed the team to move from a reactive to a proactive model, addressing potential issues before they led to churn.

• Specialized Experience in PropTech AI: Possesses direct, relevant experience managing customer success for an AI-automation platform specifically designed for the multifamily real estate industry, handling large-scale US-based PMCs.

• Strategic Onboarding for Complex Tech: Employs a strategic onboarding methodology for sophisticated AI platforms that focuses on gradual adoption. By starting users with core functionalities and monitoring usage data, he effectively reduces initial friction and prevents clients from feeling overwhelmed, ensuring long-term product stickiness.

Screening Interview - Key Observations

• Strengths/Preferences: He is most comfortable managing the entire post-sales lifecycle for large, enterprise-level clients, particularly in the US market. He also has direct experience building customer success processes from the ground up, such as creating customer touchpoint calendars and metrics-based systems to identify at-risk clients.

• VIP/B2B Client Handling: He has direct experience managing market-leading enterprise clients like Greystar and Willowbridge. His approach involves personalizing the onboarding to the client's specific use case, building strong rapport from day one to communicate the "big picture" value, and going the "extra mile" to assist them with processes to ensure they see immediate value.

Competencies & Soft Skills

• Demonstrated Strategic Relationship Building, mentioning that to expand the Greystar account, he first worked to understand the company structure, secured contacts for all regional managers, and initiated weekly calls to build rapport.

• Demonstrated Proactive Problem Solving, stating that he closely monitors platform usage (logins, activity time) and if he notices a drop, he proactively reaches out to schedule a call, assuming the client may be having a difficult time.

• Demonstrated Process Improvement, stating that he has previously built customer touchpoint calendars and developed metrics to identify "red flag" clients to minimize churn.