Bhav Bhalla

BhavBhalla

Head of Customer Success at Como

I set up and run loyalty programmes for brands across the GCC, Asia and the UK, from the first API call to the renewal conversation.

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More than 100 programmes, set up by hand

Every one of them configured and launched personally: the rules, the rewards, the integrations and the first months of adoption, for brands across the GCC, Asia and the UK.

Then the longer job: growing member sign-ups, turning first visits into regular ones, and keeping the cost of rewards in line with what they earn back.

How I work

Customer success sits where data, strategy and people meet. Technology should make complex problems simple, and the best outcomes come from what customers actually need, which is often different from what they first ask for.

  • I operate like an owner

    I don’t wait for a process to exist. If the team needs one, I build it.

  • Three fixes before an escalation

    By the time a problem leaves my desk, I’ve already tried three ways to solve it.

  • Exceptional over good enough

    With the right focus and the right leverage, good enough is rarely the ceiling.

One account, three rooms

A loyalty programme works when the integration is sound, the commercial case holds and the team behind it runs well. My week covers all three, so nothing gets lost between them.

Technical

With client developers

  • API and POS integrations, worked through with the client’s engineers
  • Programme setup done hands-on: rules, rewards, tiers and data flows
  • Looker dashboards that show how each client actually uses the platform

Commercial

With leadership teams

  • Strategies that lift loyalty sign-ups and bring customers back more often
  • Reward choices tested against their cost, using the client’s own data
  • Adoption of new modules as they launch, so clients get value from every release

Operational

With my team

  • Hiring customer success managers and training them to make the most of their time
  • Automated client outreach and content that keeps accounts active
  • Usage alerts that flag an account to its CSM as soon as activity drops

A programme I implemented and lead

Best Loyalty Programme of the Year

I implemented Insomnia Treats, Insomnia Coffee’s loyalty programme on Como, and I lead the account today. In 2026 it won the Restaurants and QSR category at the Irish Loyalty & CX Awards, the same year Insomnia was named Business of the Year at the Guaranteed Irish Business Awards.

Three roles at Como

Nearly eight years with the platform, from individual accounts to leading customer success across three regions. Como is a CRM and loyalty SaaS platform, acquired by Global Payments.

  1. February 2019

    Customer Success Manager

    End-to-end success for mid-market and enterprise loyalty clients.

  2. September 2020

    Senior Customer Success Manager

    High-value enterprise accounts and programme optimisation.

  3. September 2021 to now

    Head of Customer Success

    Leading customer success for the GCC, Asia and the UK from Dubai, and building the team that does it.

Before Como

Illinois Tech, 2016 to 2018
Prospect researcher, community desk assistant and student ambassador while studying
Tech Mahindra, 2015
Led a project to digitise the sales team’s business cards into one shared database
Point Solutions, 2015
Sales data analyst intern, working between clients and vendors

Trained as an engineer

BS Computer Science, Illinois Institute of Technology

Which is why I’m as comfortable in the integration call as in the business review.

  • Dean’s List
  • ACM Lyft Hack Night award winner

Let’s talk loyalty

I’m based in Dubai and always glad to talk about loyalty, CRM and customer success.

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Bhav Bhalla, Dubai