Led and coached a team of CSMs ensuring the success and satisfaction of customers. Worked directly with the global customer base from onboarding to subscription renewal improving customer happiness.● Developed and implemented success strategies to enhance customer satisfaction and optimise processes, resulting in improved customer retention (up to 15%), 5% reduction in refunds, and higher revenue flow (up to $1M/month extra).● Oversaw hiring and staff training in LMS to improve operations, resulting in 20% reduction in customer churn, improved FRT (under 15 min), NRT (under 1 hr), CSAT (over 85%) metrics, and an average NPS score of 82.● Collected and shared customer feedback to drive product development decisions, collaborating with product, sales, growth and finance teams.● Diagnosed trends in product adoption for assigned customers, helped drive customer awareness and usage of a particular feature during A/B testing and experiments, resulting in 82% CRR.

Oversaw the support & success team and provided high-level technical support for customers;● Held daily support syncs with the team discussing OKRs and deliverables, coaching, discussingcase handling guidelines.● Wrote and designed technical instructions for the product, used by over 500K people.● Launched and structured a new ticketing system for growing the CX team.● Established and nurtured connections with top-paying clients, assuming the role of theirconsultant within the organization.● Proactively identified opportunities for customer growth and expansion, resulting inincreased revenue and decreased number of refunds. CCR (churn rate) down to 5% annually.

Customer success-driven support at Chatra. Making sure the customers were happy and their problems were solved.Overseeing the customer lifecycle, ensuring activation and satisfaction. Identifying and solving challenges around product adoption.

Customer support and client relations in the SaaS RFP & business travel niche. Working tightly with travel managers and hotel representatives, as well as CEOs / CTOs of Fortune 500 companies.Responding to inbound requests from new users and affiliates within existing accounts, presenting the product, running demos, quoting for additional services, and tracking new opportunities for closure.

Responded to customer inquiries (both product- and billing-related), concerns, and complaints via Help Desk and live chat, ensuring that all customers receive top-notch support;● Responding to inbound requests from new users and affiliates within existing accounts, presenting the product, running demos, quoting for additional services, and tracking new opportunities for closure. Handling concerns and complaints via Zendesk and live chat, ensuring that all customers receive top-notch support.● Led retention-based email and SMS marketing campaigns → in a CLTV of $3,150 (average $1,250).● Yearly results:- Support quality and value increased: CSAT 92+%, SLA FRT (First Response Time) — 15 minutes, SLA NRT (Next Reply Time) — 30 minutes;- ER (escalation rate) down to 8%;- Tickets to refund metric has decreased by 5 p.p.;- Revenue value increased from support.