Hira Wahla currently serves as the Director of Customer Success at Edge, where she plays a pivotal role in enhancing customer experiences and driving sustainable growth. With a strong focus on customer onboarding, retention, and advocacy, Hira has successfully built and leads a dynamic team...
Hira Wahla currently serves as the Director of Customer Success at Edge, where she plays a pivotal role in enhancing customer experiences and driving sustainable growth. With a strong focus on customer onboarding, retention, and advocacy, Hira has successfully built and leads a dynamic team of seven Customer Success Managers (CSMs). Under her leadership, the team is held accountable for key performance metrics, including engagement activities, customer sentiment, adoption health, and risk mitigation execution. Hira’s strategic vision involves not only understanding the core business challenges faced by customers but also defining clear measures of success that align with their goals.
Her expertise in customer journey mapping and account management allows her to create tailored solutions that foster long-term relationships and maximize customer satisfaction. Hira is passionate about mentoring and coaching her team, instilling a culture of accountability and continuous improvement that empowers each member to excel. By leveraging her skills in cross-functional team leadership and communication, she ensures that customer feedback is effectively integrated into product development and service enhancements.
Key projects under Hira’s direction include the implementation of a comprehensive customer engagement strategy that has significantly improved customer sentiment scores and reduced churn rates. Her commitment to creating value for customers not only drives retention but also opens avenues for upselling and cross-selling opportunities, ultimately contributing to Edge's growth trajectory. Hira's versatile leadership style and deep understanding of customer success principles make her an invaluable asset to the organization and its clients.
