Smail H.
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Smail H. is a seasoned Customer Success Specialist with over 3 years of experience in managing B2B SaaS accounts from onboarding through renewal and expansion. Fluent in Arabic, English, and French, he has consistently achieved customer satisfaction scores above 95%, building lasting relationships that minimize churn and maximize account growth. During his tenure at Spotify for Artists, he successfully managed 500+ global accounts, reducing 30-day churn by 18% through proactive engagement and increasing efficiency by implementing AI and automation. His role involved full lifecycle ticket handling, maintaining data integrity to enhance product insights. Concurrently, as a Customer Success & Retention Coordinator for Wolt in the Polish market, Smail improved complaint resolution times by 20% and supported high-growth customer retention strategies. He holds a Technicien Supérieur in Business Management & Marketing from INSIM Algiers and possesses certifications in Google Analytics 4, HubSpot Inbound Marketing, and Customer Success Management.
Experience
Customer Success & Retention Coordinator
Wolt · 2025 — 2026Improved the resolution time for customer complaints by facilitating cross-team collaboration on escalated issues through chat and email. Maintained essential FAQs and support documentation to retain high-usage accounts and minimize inbound inquiries, while also identifying opportunities for expansion during regular account reviews. Monitored Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn via real-time dashboards, utilizing this data for insights during Quarterly Business Reviews. Led a remote team of four, coaching them on customer-centric standards and best practices for onboarding, while establishing key performance indicators to ensure quality outcomes.Customer Success & Support Specialist
Spotify for Artists · 2023 — 2025Guided over 500 global B2B accounts through the onboarding process and feature adoption while providing continuous implementation support, achieving high customer satisfaction rates. Proactively identified accounts at risk of churn, conducting structured follow-ups and check-ins to explore renewal and expansion opportunities. Authored more than 40 standard operating procedures and help center articles, which contributed to a reduction in ticket volume and average handling time. Managed the complete ticket lifecycle from intake to resolution, ensuring thorough documentation across Zendesk, Intercom, and Freshdesk.
Skills & Expertise
Education
- Technicien Supérieur in Business Management & MarketingINSIM Algiers · 2023 — 2025
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