Customer success
Portfolios that grow, through segmentation, lifecycle design and executive relationships.
- Health monitoring and success plans
- Retention and expansion
- Portfolio and business reviews
Expertise
Where customers, operations and leadership meet.
My work is about structure that people can feel: clear ownership, honest numbers, and processes that make every customer interaction better.
Customer experience
Service people trust, held to clear standards and improved by what customers tell us.
- SLAs, escalations and service recovery
- Quality reviews and standards
- Voice of the customer
Business operations
Operations that scale, designed with leadership and run through capable managers.
- Operating models and governance
- Process design and SOPs
- KPI reviews across sites
Selected work
Built from the ground up, measured in results.
Five chapters across fintech, professional services, development programs, venture building and software.
Fintech · Cairo · 2026
dopay
Customer Success Team Manager
Built the CS Growth function from scratch: operating model, segmentation, lifecycle and SOPs. Launched a governance framework for customer health and portfolio reviews, a consolidated account tracker, and the CS Academy.
+41%Organic payment volume growth in Q2, then +29% in Q3 2026
Tax firm · USA · 2025–26
Accountack
Head of Operations
Established the Customer Success function with its lifecycle, governance and performance metrics. Redesigned core processes and introduced SOPs, with quality reviews on client work.
+25%More clients served during tax season
EU-funded program · Egypt · 2017–26
IMC
Head of Operations
Led five Regional Managers across a nationwide branch network. Rebuilt policies, governance and processes, and ran KPI reviews across 5+ regions to close service gaps.
15Branches nationwide, promoted to Head of Operations in 2022
Venture builder · KSA · 2025–26
MWJ Ventures
Head of Operations and Product Owner
Conceived a market intelligence platform and owned its backlog and requirements. Set up SOPs, CRM structure and KPI reporting across portfolio companies Leween, RabbitHub and The Baloot.
0 → 1A product taken from idea to build
Software · MENA · 2009–16
DashSoft
Business Operations Manager
Helped grow a Microsoft managed partner from early-stage startup into an established regional software company, building the operational foundation for its expansion.
3Countries of expansion, with 10 partners across five markets
Journey
Twenty years, one direction.
From executive support and capital markets operations to leading customer success and operations at scale.
Customer Success Team Manager
dopay · Cairo
Head of Operations
Accountack · USA, part-time
Head of Operations and Product Owner
MWJ Ventures · KSA, part-time
Business Operations Senior Manager, then Head of Operations
IMC · Egypt
Business Operations Manager
DashSoft · Egypt
Senior Operations Officer
SHUAA Securities · Egypt
Assistant to Managing Director
Trag Limited · Egypt
Clients
Trusted by brands people love.
Toolkit
How I get it done.
Core competencies
Operating model designBusiness transformationProcess design and SOPsGovernance frameworksKPI governanceMulti-site operationsCustomer lifecycleSuccess plansSLAs and escalationsService qualityPortfolio managementTeam leadershipExecutive stakeholdersProduct ownership
- Systems
- HubSpot CRM, Odoo, Microsoft 365, Google Sheets
- AI
- Agent workflow design, AI-assisted reporting and automation
- Education
- B.Sc. Commerce, Accounting · Ain Shams University
- Languages
- Arabic (native), English (fluent)