Elena Grinev Email and Phone Number
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Throughout my career, I’ve led and scaled 𝐁2𝐁 𝐚𝐧𝐝 𝐁2𝐂 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐨𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧𝐬, driving excellence across all aspects of Service—pre-sales, onboarding, support, success, and professional services—across 10+ companies in the U.S. and internationally. My passion lies in building high-performing teams that consistently deliver exceptional CSAT and employee engagement, seamlessly translating vision into execution.𝐂𝐚𝐫𝐞𝐞𝐫 𝐇𝐢𝐠𝐡𝐥𝐢𝐠𝐡𝐭𝐬: • 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐝 𝐚 96% 𝐫𝐞𝐧𝐞𝐰𝐚𝐥 𝐫𝐚𝐭𝐞 on $102M ARR as Akamai’s first VP of Service Delivery, during the early days of SaaS and recurring revenue models. • 𝐁𝐨𝐨𝐬𝐭𝐞𝐝 𝐏𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 𝐛𝐲 60% (to 40% of sales) with a 72% gross profit margin, driving profitability at OILspace. • 𝐒𝐜𝐚𝐥𝐞𝐝 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐚𝐭 𝐚𝐢𝐫𝐒𝐥𝐚𝐭𝐞, reducing costs by 70% while supporting a user base that quadrupled to over 1M.From my early consulting days, the 𝐭𝐢𝐦𝐞-𝐪𝐮𝐚𝐥𝐢𝐭𝐲-𝐜𝐨𝐬𝐭 𝐭𝐫𝐢𝐚𝐧𝐠𝐥𝐞 was a key framework in negotiations with clients and CEOs, a reminder of the inherent trade-offs: "Yes, you can have it faster, but that means trimming features or adding resources." These candid conversations were challenging but essential to building sustainable solutions.Today, I’m inspired by the transformative potential of 𝐀𝐈 to reimagine these trade-offs. AI unlocks opportunities to deliver value faster, enhance customer experiences, and drive efficiency while fostering team-wide innovation. With traditional barriers dissolving, new questions arise: Which AI applications deliver measurable ROI today? What service models and customer experiences will define the future?I am interested in working with 𝐯𝐢𝐬𝐢𝐨𝐧𝐚𝐫𝐲 𝐜𝐨𝐦𝐩𝐚𝐧𝐢𝐞𝐬 𝐢𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐢𝐧𝐠 𝐀𝐈 𝐢𝐧𝐭𝐨 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞, shaping the future of the industry and setting new standards for innovation and impact.
Customer Success Technologies
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Founder & Principal ConsultantCustomer Success Technologies Jul 2008 - PresentAs the founder of Customer Success Technologies, I lead initiatives to build and scale Customer Success, Support, and Professional Services functions for high-impact client projects. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬: • 𝐒𝐡𝐞𝐥𝐥: Transformed customer operations for Renewable Services, optimizing delivery & client satisfaction. • 𝐀𝐮𝐭𝐨𝐆𝐫𝐢𝐝: Developed a PS scalability blueprint, enabling growth and securing additional VC funding. • 𝐖𝐞𝐥𝐥𝐏𝐨𝐢𝐧𝐭: Managed IBM and Cognizant relationships, achieving $1.2M in annual savings. • 𝐑𝐢𝐬𝐤𝐝𝐚𝐭𝐚: Served as VP, Client Services & Operations, leading revenue growth and expanding consulting.
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Svp, Client EnablementCarerev Sep 2023 - Apr 2024Los Angeles, California, Us -
Vp, Customer SuccessAirslate Jan 2018 - Jul 2020Brookline, Massachusetts, UsRecruited by the founders to build and scale customer services for airSlate’s B2B and B2C product portfolio, overseeing a team of 70+ (consulting, support, and CSM) across the U.S., Ukraine, and the Philippines.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬: • 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 & 𝐒𝐮𝐜𝐜𝐞𝐬𝐬: Transformed airSlate’s Customer Contact Center from a reactive “ICU” culture to a proactive “service engine,” handling 80K+ monthly support requests from 1M+ users, 24x7, at 30% cost. PDFfiller was among G2 Crowd’s Top 100 Highest Satisfaction Products of 2020. • 𝐁𝐞𝐭𝐚 𝐏𝐫𝐨𝐠𝐫𝐚𝐦 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩: Spearheaded the beta program for a new workflow automation product, establishing consulting and support teams in collaboration with Product; team achieved a 10.0 client satisfaction rating (industry average 8.9). -
Vp, Customer EnablementAppnexus May 2013 - Jan 2017New York, New York, UsBrought in to lead and transform diverse ad tech service teams—product support, creative audit, business support, customer education, partner services—comprising 60+ global staff with 120 offshore contractors.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬: • 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 & 𝐒𝐮𝐜𝐜𝐞𝐬𝐬: Shifted the organization from perpetual “firefighting” to a stable, reliable, and innovative operation focused on customer success. Achieved a top industry CSAT of 9.5/10, highest employee engagement in the company, and improved productivity by 40%. • 𝐔𝐧𝐢𝐟𝐢𝐞𝐝 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: Launched the "One AppNexus" initiative to create a seamless customer experience across business units, implementing a self-service Customer Support Portal on Salesforce to improve accessibility and service consistency. -
Vp, Professional ServicesCloud Technology Partners, A Hewlett Packard Enterprise Company Oct 2010 - Apr 2013Houston, Texas, UsAs the company’s first hire, led the establishment of the cloud transformation consulting practice, supporting major clients in accelerating their transition to the cloud.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬: • 𝐏𝐫𝐚𝐜𝐭𝐢𝐜𝐞 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭: Established the cloud transformation consulting practice, developing packaged services and contributing to a joint patent submission for cloud migration effort estimation, laying a strong foundation for company growth. • 𝐂𝐥𝐢𝐞𝐧𝐭 𝐈𝐦𝐩𝐚𝐜𝐭: Led engagements with key clients, including State Street Bank, MetLife, and McGraw-Hill, to accelerate their transition to the cloud. -
Svp, Professional ServicesOilspace Apr 2006 - Jun 2008GbLed a team of 60 in the energy sector. Initially relocated to Moscow to oversee operations, promoted within a year and subsequently transferred to London.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬: • 𝐂𝐮𝐥𝐭𝐮𝐫𝐚𝐥 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧: Introduced a “commercial” mindset and “western” business practices to the Moscow office, significantly boosting efficiency and client focus. • 𝐑𝐞𝐯𝐞𝐧𝐮𝐞 𝐆𝐫𝐨𝐰𝐭𝐡 & 𝐏𝐫𝐨𝐟𝐢𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲: Increased professional services revenue by 60%, expanding it to 40% of overall sales with a 72% gross profit margin in under 2 years, enabling company profitability. -
Svp, Professional Services And OperationsGen3 Partners May 2005 - Nov 2005Boston, Ma, UsDrove customer retention and professional skills development initiatives—optimized pre-sales and delivery processes for TRIZ (Theory of Inventive Problem Solving) across US and Russian operations. -
Vp, Client ServicesSymantec Cloud Services Nov 2002 - Apr 2004Mountain View, Ca, UsWas on the leadership team of IMlogic which was acquired by Symantec. Built professional services and technical support—achieved 98% renewal rate and CSAT of 9/10 as customer base grew from 5 to 125 enterprise accounts. -
Vp, Service DeliveryAkamai Technologies Jun 1999 - Oct 2001Cambridge, Ma, UsBuilt scalable service delivery as Akamai skyrocketed—achieved a 96% account retention rate on a $102M ARR as the customer base grew from five to 1,400. Grew services staff from 1 to 220 globally. Led all post-sales functions: implementation, account management, customer support, partner services, operations. Received two service awards from industry organizations.
Elena Grinev Skills
Elena Grinev Education Details
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Mit Sloan School Of ManagementGeneral Management -
Boston UniversityComputer Science
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Boston UniversityComputer Science
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Fellowship Program At New England Clean Energy Council
Frequently Asked Questions about Elena Grinev
What company does Elena Grinev work for?
Elena Grinev works for Customer Success Technologies
What is Elena Grinev's role at the current company?
Elena Grinev's current role is Building the Future of Customer Service — Powered by AI, Guided by Experience.
What is Elena Grinev's email address?
Elena Grinev's email address is el****@****nev.com
What is Elena Grinev's direct phone number?
Elena Grinev's direct phone number is +161773*****
What schools did Elena Grinev attend?
Elena Grinev attended Mit Sloan School Of Management, Boston University, Boston University, Fellowship Program At New England Clean Energy Council.
What are some of Elena Grinev's interests?
Elena Grinev has interest in Electronics, Outdoors, Home Improvement, Reading, Camping, Sports, Home Decoration, Mindful Leadership.
What skills is Elena Grinev known for?
Elena Grinev has skills like Strategy, Saas, Professional Services, Customer Success, Technical Support, Service Delivery, Start Ups, Leadership, Management, Integration, Software Development, Cloud Computing.
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