Hatem Yousry

VP of Customer Operations @ ZenHR

About

• Seasoned Customer Success Leader with 10+ years of B2B experience, including 8 years in B2B SaaS. • Proven expertise in building and scaling high-performing teams and customer success operations. • Specialized in process automation, customer journey optimization, and driving long-term retention and growth. • Led multi-functional teams (Customer Success, Support, Onboarding, Pre-Sales) across multiple countries in the MENA region. • Successfully managed large ARR portfolios and executed strategies to maximize account expansion and satisfaction. • Implemented strategic SaaS tools and scalable frameworks to enhance customer engagement and lifecycle value. • Strong track record in streamlining onboarding, improving operational efficiency, and expanding multi-regional customer portfolios.

Country

City

United Arab Emirates

Industry

Computer Software

Skill

Strategic Planning, Customer Success, Freshdesk, Jira, Planhat, HubSpot, Teamwork, Training, Management, Sales, Project Planning, Research, Business Planning, Business Development, Market Research, Telecommunications, Customer Satisfaction, International Sales, Benefits Negotiation, Administration

Experience

VP of Customer Operations

ZenHR

2024-7 - Present · 2 yrs 3 mos

Dubai, United Arab Emirates

In my role as VP of Customer Operations at ZenHR, I spearheaded the development and execution of a customer success strategy to drive engagement, increase customer lifetime value, and minimize churn. I led a diverse team of 40+ professionals across Customer Success, Onboarding, Support, and Pre-Sales, ensuring alignment with business objectives. Additionally, I collaborated with Sales and Product teams to identify upsell and cross-sell opportunities, maximizing ARR growth and optimizing revenue retention.

Head of Customer On-boarding

ZenHR

2021-1 - 2024-7 · 3 yrs 7 mos

Dubai, United Arab Emirates

• Established and led the Customer Onboarding Department at ZenHR, implementing streamlined workflows to reduce onboarding completion time by 30%. • Managed multi-functional teams to ensure structured customer engagements and designed customer training programs to increase product adoption. • Integrated various technologies like Planhat, HubSpot, Freshdesk, Jira, and Trello to automate and optimize workflows.

Senior Professional Services Consultant

ZenHR

2019-4 - 2021-1 · 1 yr 10 mos

Dubai, United Arab Emirates

- Led the end-to-end implementation of SaaS HRMS solutions for enterprise customers in MENA. - Provided customer training, process documentation, and knowledge transfer materials. - Applied regional labor law expertise to configure HR solutions tailored to regulatory requirements. - Managed enterprise client projects, ensuring timely and successful implementations.

Professional Services Consultant

ZenHR

2018-12 - 2019-4 · 5 mos

Dubai, United Arab Emirates

• Led technical requirements discovery for proposals, handled full client implementation process, and localized solutions as per UAE labor law. • Presented HR function analysis to technical team for product customization. • Achieved successful onboarding of clients and ensured compliance with GCC regulations.

HR Solutions Consultant

ZenHR

2017-9 - 2018-12 · 1 yr 4 mos

Dubai, United Arab Emirates

- Spearheaded sales efforts for ZenHR's HRMS solutions in the UAE market. - Developed and executed strategic sales plans to expand the customer base. - Conducted product demonstrations and negotiated contracts with enterprise clients.

Senior Accounts Executive - SME

e& UAE

2016-5 - 2017-9 · 1 yr 5 mos

Dubai, United Arab Emirates

- Managed B2B sales for Etisalat's telecom business solutions in the UAE. - Built relationships with key enterprise clients and provided customized solutions. - Exceeded sales quotas and played a pivotal role in acquiring new business opportunities.