I build and lead high-performing customer organizations that drive retention, expansion and long-term customer value.
Omar Kassam - Customer Success Leader
For over 20 years, I’ve had the privilege of leading Customer Success and Account Management teams across SaaS, ERP, and enterprise tech. My focus has always been simple: build high-performing customer-facing teams and scalable operating models that keep customers happy, renewals steady, and growth consistent. Along the way, my career has taken me to cities across the US, South America, Europe, and Asia, where I’ve been lucky enough to work with incredible people and design global operating models that bring distributed teams together to consistently drive retention, renewals, and expansion.
I bring a practical understanding of how to put AI to work inside customer organizations by sharpening account insight, surfacing risk before it becomes churn, and helping teams prepare more effectively and efficiently for customer engagements, without losing the human element.
Proven experience building, leading and scaling customer-focused organizations
What I bring
Throughout my career, I have helped companies improve customer performance, strengthen leadership, and introduce greater structure and accountability across their post-sales organization. I also apply AI practically inside these organizations, accelerating account research, surfacing customer risk and opportunity signals, and helping teams prepare more effectively and efficiently for QBRs and executive reviews.
Customer Growth & Retention
Build the strategies, processes and commercial discipline needed to improve retention, strengthen renewals and create sustainable account growth.
- Customer Success and Account Management strategy
- Renewal and retention improvement
- Expansion and account-growth programs
- Executive sponsorship and customer governance
- Escalation management
- GRR, NRR and portfolio-performance improvement
Leadership & Team Performance
Develop stronger leaders and more accountable teams through practical coaching, clear expectations and disciplined performance management.
- Leadership and manager coaching
- Individual and team performance improvement
- Role clarity and accountability
- Organizational structure and team design
- Hiring and leadership development
- Leading geographically distributed, multi-disciplinary teams
Building & Scaling Post-Sales Organizations
Build scalable customer organizations with clear roles, repeatable processes and measurable accountability.
- Customer Success and Account Management operating models
- Building teams and programs from the ground up
- Customer lifecycle and engagement models
- Playbooks, KPIs and dashboards
- Launching and scaling new post-sales services
Customer Operations & Transformation
Practical operating discipline that keeps customer organizations running smoothly — from forecasting and coverage models to cross-functional rhythms and risk management.
- Customer segmentation and coverage models
- Capacity planning and resource models
- Forecasting and executive reporting
- Renewal and expansion processes
- Customer health and risk management
- Cross-functional operating rhythms
- AI-supported operational improvement
NetSuite Commercial Expertise — deep, first-hand knowledge of NetSuite's licensing structure and commercial model, developed through years leading Account Management inside NetSuite. This experience gives me a strong understanding of software economics, licensing utilization, renewal dynamics and complex commercial negotiations.
Career progression across enterprise SaaS, ERP and ecommerce technology
Venda — Director, Account Management & eBusiness Strategy
Joined Venda, an ecommerce technology company, while it was relatively small and grew with the business through its expansion and eventual acquisition by NetSuite. Helped scale customer-facing and delivery capabilities and held significant operational leadership responsibility as Director, Account Management & eBusiness Strategy, including establishing and leading a new software development facility in Bangkok, Thailand, from the ground up.
NetSuite Advanced Customer Support
Helped design and launch a new subscription-based post-launch Customer Success offering, including the operating model, processes and customer engagement structure.
Oracle NetSuite — Senior Director, Account Management
Progressed through increasingly senior Account Management leadership roles at Oracle NetSuite, leading teams across the US and international markets. As Director, Retail, led teams responsible for more than 600 customers across multiple geographic markets. As Senior Director, Account Management, led a significant recurring-revenue portfolio of approximately $40 million in ARR and the Account Management organization responsible for customer retention, renewals, expansion, forecasting, executive engagement and team performance.
HelixOne Solutions — Co-founder
Co-founded a healthcare revenue cycle management business, giving me hands-on exposure to the operational and commercial challenges facing healthcare providers. My focus has included business development, positioning, operating structure and helping build the company from the ground up.
Outcomes delivered across retention, growth and scale
NRR / 25% ARR Growth
Delivered within a Senior Director Account Management portfolio through disciplined renewal management, executive engagement and structured account-growth planning.
Customers in Year One
Helped build and scale a new subscription-based Customer Success offering from concept to more than 100 customers in its first year.
Churn Reduction
Improved customer retention through stronger ownership, operating discipline and proactive customer-risk management.
Development Capacity
Established and led an international development operation in Bangkok, materially increasing development capacity and delivery capability within its first year.
Building customer organizations that deliver for the business and the customer
I am a senior Customer Success and Account Management leader with more than 20 years of experience across SaaS, ecommerce and enterprise technology. Throughout my career, I have built and led global teams, managed complex customer portfolios, and launched new programs that improved retention, renewals and expansion — across both established global companies and fast-growing businesses, giving me a practical sense for introducing structure without unnecessary complexity.
Most recently, I served as Senior Director, Account Management at Oracle NetSuite, leading a significant recurring-revenue portfolio through disciplined renewal management, executive engagement and clear accountability. Earlier in my NetSuite career, as Director, Retail, I led broader regional teams and helped build and scale one of NetSuite's first subscription-based post-launch Customer Success offerings. Before NetSuite, as an early employee at Venda, I helped establish a software development facility in Bangkok, Thailand, from the ground up.
I recently co-founded HelixOne Solutions, a US-based medical billing and revenue cycle management company. I wanted to build something that could make a meaningful difference in healthcare, so we created the company to help providers navigate the complexity of medical billing, while also committing a percentage of profits to charities supporting healthcare and local communities.
My approach is practical, commercially focused and people-centered — strong outcomes depend on clear strategy, capable leadership and teams with the coaching, tools and support to succeed. This same people-centered approach shapes how I think about AI: it should be embedded into daily workflows, helping teams understand customers better, respond faster, surface account and risk signals, reduce low-value administrative work, and make better decisions — without replacing the human element.
I'm looking for the next organization where experienced Customer Success, Account Management or broader post-sales leadership can make a meaningful difference — whether through sharper customer strategy, stronger teams or greater operational discipline.
View LinkedIn Profile →Get in touch
If you're hiring for Customer Success, Account Management or post-sales leadership — or simply want to connect — I'd be glad to hear from you.