Fahim Waaler

CustomerCatalyst helps B2B SaaS teams move beyond spreadsheets and scattered tools. Centralize your customer data, automate routine tasks, and uncover insights that drive retention and expansion. Built by Customer Success leaders for Customer Success teams — intuitive, fast to deploy, and designed to scale with you.

Customer Success Consulting AS is a consulting firm dedicated to helping businesses drive profitable growth by implementing industry-leading Customer Success strategies and software solutions. We help you reduce churn, accelerate upsell, and build lasting customer satisfaction through targeted Customer Success initiatives, tailored to your business model and unique needs. We make Customer Success simple and profitable for companies and CS teams. 🚀

Interim Head of Customer Success at Ferdia AS, through Customer Success Consulting AS and the "CS for Hire" service. In this role, I am implementing a comprehensive Customer Success framework, covering everything from customer segmentation and tailored follow-up plans to designing a company-specific customer journey and equipping employees with the right Customer Success tools. The goal is to elevate and develop the Customer Success function from reactive to proactive so that CS will be positioned to effectively support Ferdias planned growth.

Interim Head of Customer Success with team leadership responsibilities for 10 CSMs at Byggfakta Norge AS, through Customer Success Consulting AS and the "CS for Hire" service. As Interim Head of CS, my role is to lead Byggfakta’s Customer Success department through a transformational process, ensuring we are optimally positioned to help our customers achieve their desired outcomes and experience the highest value from our services. Key responsibilities include setting up the 10-member CS team for maximum effectiveness in driving high Gross Retention Rate (GRR) and Net Revenue Retention (NRR). Additionally, I am tasked with developing and implementing customer success strategies and initiatives across the organization.

Interim Executive Advisor for Innovation Support AS, through Customer Success Consulting AS. In this role, I am implementing a comprehensive Customer Success framework, covering everything from customer segmentation and tailored follow-up plans to designing a company-specific customer journey and equipping employees with the right Customer Success tools. The goal is to reduce churn, drive upsell opportunities, generate reference customers, and boost overall customer satisfaction.

Comprehensive responsibility for the company’s Customer Success Strategy, including customer segmentation based on Account Experience (AX) with asynchronous, synchronous, and inbound follow-up models. This involves designing a holistic, company-specific Customer Journey and establishing and managing the Customer Success department. The Customer Success team is focused on increasing portfolio value, minimizing churn, and supporting customers in achieving their strategic goals. Customer Success budget achievement Q1 2022: 240%

Overall responsibility for driving upsell revenue and minimizing churn for Talentech Norway. This includes increasing product adoption, ensuring contract renewals, and monitoring customer satisfaction. I motivate, coach, and support Customer Success Managers to develop their skills and ensure that quarterly KPIs, including Net Revenue Retention (NRR), are consistently met. Highest budget achievements: Q2 2020, Q3 2020 Team budget performance 2020: NRR: 108% & MRR: 102% Team budget performance Q1 2021: MRR Net Retention: 220%

Management and upsell responsibility for the largest and most strategic accounts, with a focus on a growth-oriented, strategic approach to key clients. Oversight of the existing portfolio to ensure exceptional customer experiences and provide advisory services for solution customization. Responsible for key clients including NRK, Skatteetaten, Helse Midt-Norge, PST, Norad, Hafslund, Sparebank 1, Forsvaret, Statsbygg, Plantasjen, and other high-value accounts. Achievements: CSM of the Quarter – Highest budget attainment: Q3 2019, Q4 2019, and Q1 2020

Primary responsibility for a client portfolio of over 2,500 existing customers at Pitney Bowes. Focused on establishing strong, long-term relationships that contribute to business development, growth, and customer loyalty. Responsible for contract renewals, upselling, win-back strategies, and initiatives aimed at enhancing customer satisfaction. Achievements: CSM of the Year 2017 - 130% target achievement CSM of the Year 2018 - 110% target achievement CSM of the Month - Most Revenue Retained: May 2017, January 2018, April 2018, July 2018, August 2018, September 2018, November 2018, December 2018, January 2019, February 2019.

I progressed from Sales Manager Assistant to Sales Manager. As an SMA, I was responsible for campaign planning, research, and scheduling meetings for the Sales Manager. In my role as Sales Manager, I was tasked with building and facilitating professional competency networks for executives in Norway’s business sector. I developed sales and marketing strategies in collaboration with the CEO and product managers. Achievements: NMA of the Year - Achieved the highest number of booked meetings in the company’s history (October 2015).

My main responsibilities involved leading and managing a team of 10 soldiers under my command. During operational exercises and security detail at the Royal Palace and other security sites in Oslo, I was responsible for ensuring safety and security as the guard commander.

BI Executive Education focusing on customer experience and Customer Success as a competitive advantage in today’s customer-driven economy. Included Modules: Introduction to Customer Experience Touchpoints and Goals Customer Journeys Experiencescapes Designing and Innovating Experiences

Harvard Business Course with the following modules included: Communicating Customer Value Understanding Customer Needs Identifying Competitive Risk Designing Organizational Structure Pricing Strategy

Bachelor Thesis Title: “International Democracy Promotion – Utopia or Dystopia?” This research examines the extent to which U.S. foreign policy has promoted democracy, improved educational opportunities, and developed infrastructure in Afghanistan. Specialization: International Politics, Political Analysis, Comparative Politics, Politics and Development.