Description

Hi, I’m Shoaib (Sam).

I work with fintech and SaaS businesses to improve onboarding, retention and overall client experience.

My background is in leading client services and operations, managing high-value client portfolios, improving onboarding journeys and driving account growth. I’ve worked closely with sales, product and ops teams to put proper processes in place that actually work day to day, not just in theory.

I’ve also been hands on with operational buildouts, setting up CRM structures, improving onboarding flows, and creating internal processes and playbooks that help teams scale properly. I understand how client experience and operations link directly to revenue, and where things can quietly slip through the cracks.

I’m particularly interested in helping businesses spot and fix the gaps they don’t always see, whether that’s onboarding drop-offs, messy handovers between teams or underperforming client journeys. I like getting into the detail, understanding how things are currently done and putting in place practical improvements that make a real difference.

I’ve worked across the full client lifecycle, from onboarding through to long-term retention, and I focus on changes that actually move the needle.

Most of my experience sits within fintech, including payments, FX, onboarding compliance and client relationship management.

Languages

English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Omega BaaP Limited
Head of Client Relations
TECH
October 2025 - Today (8 months)
London, United Kingdom
Omega is a Fintech company operating within the payments and electronic money institution (EMI) space. They provide businesses with multi-currency accounts, international payment solutions, and streamlined onboarding services.

As Head of Client Relations at Omega, I am responsible for building out the structure and operational foundation of the department, including designing processes, establishing an organised and reliable CRM system, and setting up the framework for future hiring across BDR and Account Management roles.
Customer success strategy Account management Client retention Revenue Growth Client Onboarding
Pay iO,
Head of Client Relations
BANKING AND INSURANCE
June 2023 - August 2025 (2 years and 2 months)
Leicester, UK
Pay iO was a fintech payments provider specialising in foreign exchange, international payments, and digital banking solutions for businesses. The company offered services such as FX hedging, multi-currency accounts, payment links and virtual terminals catering to several industries.

● Directed and supported a team of Customer Success Managers (CSMs) and Customer Service Executives (CSEs), aligning efforts with business and customer objectives.
● Developed and implemented data-driven customer success strategies based on market analysis, client needs, and competitive insights, driving significant revenue growth.
● Partnered with Sales, Marketing, and Product teams to create and execute customer success plans, ensuring alignment with company revenue targets and delivering optimal customer experiences.
CRM (HubSpot) Fintech Operations Process Improvement Stakeholder Management
Pay iO,
Customer Success Executive
TECH
March 2023 - June 2024 (1 year and 3 months)
Leicester, UK
● Assisted clients through a comprehensive onboarding process, working closely with Platinum clients (turnover exceeding £1 million) to ensure seamless platform adoption.
● Managed complex financial processes, including hedging strategies, FX deal bookings, digital fiat conversions, and multi-currency account management, while providing personalised support across various time zones.
● Delivered expertise on Open Banking, facilitating batch payments and multi currency conversions for a seamless client experience.
● Facilitated E-Commerce onboarding in partnership with key providers, engaging clients requiring payment links, virtual terminals, and PQF machines, and coordinating with partners to acquire merchant IDs (MIDs).
● Resolved client inquiries and complex issues efficiently, ensuring a high standard of customer satisfaction and service delivery.