Senior Customer Success Leader leading Customer Success, Professional Services, and customer-facing revenue teams resulting in equity events and exits.

Awards
•	One to Watch in Saas, 2021 (The Future of SaaS)
•	Top 25 Customer Success Influencers & Strategists, 2021 (SuccessHacker)
•	Top 50 Customer Success Influencers, 2022 (SmartKarrot)
•	Top 50 Customer Success Pros to Follow, 2023 (Customer Success Cafe)
•	Top 100 Customer Success Influencers & Strategists, 2022 & 2023 (SuccessHacker)
•	Top 100 Revenue Voices on LinkedIn, 2023 (Sales Almanac)
•	Top 100 Revenue Voices on LinkedIn, 2024 (Sales Almanac)

Jeff Heckler

Circle K

Project Manager

Bain & Company

Advised clients on maximizing software capabilities, resulting in enhanced user experiences and increased satisfaction.

Led the customer relationship for B2B SaaS platform enterprise accounts, achieving an NPS above 80 and fostering strong client loyalty.

Trained new users across the product lifecycle, ensuring smooth onboarding and adoption processes.

Delivered engaging demos to stakeholders and users, effectively showcasing product features and benefits.

Implemented strategic initiatives aimed at improving internal and external processes within the Customer Success Team, resulting in streamlined operations and heightened efficiency.

Built and maintained strong relationships with internal and external stakeholders, fostering collaboration and alignment towards common goals.

Collected, aggregated, and synthesized user feedback to inform software enhancements and roadmap prioritization, driving continuous improvement efforts.

Coordinated and performed user-acceptance testing for new releases and updates, ensuring high-quality deliverables that meet customer needs.

Coordinated activities across pre-sales, training, configuration, and support teams, facilitating seamless collaboration and communication.

Advocated for client-specific enhancements within the product team, effectively managing client expectations and communication channels.

Led a team focused on supporting customer success as a first line of support, driving initiatives to improve support processes and achieve high customer satisfaction ratings.

Organized and delivered training and coaching sessions for a broad customer success team, covering areas such as building relationships, presentation skills, and utilizing AI and Excel in customer success practices.

Manager, Customer Success

Biznes Espresso

As part of Biznes Espresso, I create content related to a wide range of business topics such as innovation, management, and leadership.

Once a week, I prepare a summary of the best business articles from national and international press. If you want to stay updated, subscribe to my newsletter.

Sometimes less serious, sometimes very serious.

You can also find me on Instagram @biznesespresso

Creator

CS po Polsku

"CS Po Polsku" is an initiative led by Polish-speaking Customer Success Managers with the goal of developing Polish CSMs through targeted programs and creating a space for exchanging insights with experts.

As a trainer and member of the "CS Po Polsku" community, I have the privilege of:

- Delivering presentations in webinars (April 2023, "Building Customer Engagement and Loyalty in a High-Touch Model")
- Facilitating training sessions as part of the Customer Success Academy

By participating in "CS Po Polsku", I actively contribute to the growth and knowledge sharing within the Polish Customer Success community, helping professionals enhance their skills and excel in their roles. I am dedicated to fostering engagement and loyalty among clients, employing effective strategies and leveraging industry expertise. Together, we strive to elevate the standards of Customer Success in Poland and drive positive outcomes for both businesses and their customers.

Trainer

Samsung R&D Institute Poland

Providing technical and business support in B2B channel for customers implementing Samsung Knox and Samsung's partners products, Organization of product workshops for partners, Participation in the development of Samsung Knox products

Selected Managed Projects:
1.Supporting implementation security solution
 -Estimated budget 200K PLN
 -Managing team up to 4 professionals

2.Preparing series of webinar from area of digital transformation
 -Estimated budget 600K PLN
 -Managing team up to 6 professionals

3.Adressing security issues during migration to new digital platform
 -Estimated budget 1 mln PLN

Skill set: Business development, MS Office, Complex Problem Solving, Presentation for high-level management, Project Management

Technical Account Manager

Manage the implementation of Samsung Pay offline and online services in selected countries.

Selected Managed Projects:
1.Managing Samsung Pay offline payment implementation in Sweden, Spain and South Africa
 -Estimated budget 1 mln $
 -Managing team up to 8 professionals

2.Managing Samsung Pay online payment implementation
 -Estimated budget 700K $
 -Managing team up to 10 professionals

Skill set: Project Management, MS Office, Complex Problem Solving, Presentation for high-level management

Technical Program Manager

Atos Consulting

Delivering projects from ares of IT Risk and IT Governance for European based companies

Selected Managed Projects:
1.Managing test activities for multiple projects established under program to deliver new medical platform
 -Estimated budget 500K GBP
 -Managing team up to 7 professionals

Skill set: Project Management, Test Management, Presentation for high-level management, MS Office

Consultant

PwC Polska

Performing ITGC and SOX controls, involvement in IT Risk Assurance and IT Governance projects, IT Consulting. Building relationship with partners and understanding their technical and business goals

Selected Managed Projects:
1.Project assurance over program established to implement new ICT system for railway company
 -Estimated budget 200K PLN
 -Managing team up to 3 professionals

2.ICT System audit for financial institution
 -Estimated budget 100K GBP
 -Managing team up to 10 professionals

3.Supporting of transition ICT processes and systems between two merging institutions
 -Estimated budget 50K EUR
 -Managing team up to 2 professionals

4.Advising company from energy sector in making changes in IAM Including Supporting In Choosing PAM class system
 -Estimated budget 30K PLN

Skill set: Project Management, Presentation for high-level management, IT Risk Assessments, IT Security, MS Office

Idea Bank (Getin Holding S.A. group)

Managing Project Plan, Organizing Status Meeting, Preparing Reports For Management

Selected Managed Projects:
1.Delivering new banking product for both B2B and B2C customers
 -Estimated budget 300K PLN
 -Managing team up to 7 professionals

2.Implementing 2FA Authentication For Online Banking
 -Estimated budget 10K PLN
 -Managing team up to 5 professionals

3.Delivering FX Platform For B2C Customers
 -Estimated budget 100K PLN
 -Managing team up to 5 professionals

Skill set: Project Management, Presentation for high-level management, MS Office, Agile methodologies

Project Manger

Avanssur S.A. Branch in Poland (AXA Dierct)

Managing modernization projects within the IT department, configuring applications running on IIS servers and Oracle DB

Selected Managed Projects:
1.Implementation of tool and process for continuous delivery of Oracle DB changes
 -Estimated budget 100K PLN
 -Managing team up to 10 professionals

Skill set: Project Management, Presentation for high-level management, MS Office, Agile methodologies

Software Integrator

ITIS

Configuring applications running on IIS servers, MS SQL database management, testing applications

Selected Managed Projects:
1.Implementation changes and managing test activities in sales portal for insurance company
-Estimated budget 100K PLN
-Managing team up to 4 professionals

Skill set: TFS, IIS, MS SQL, Agile methodologies, MS Office

With over 12 years of experience in IT, I’ve excelled in customer experience, customer success, digital innovation, team development, and technology. As the founder of Biznes Espresso, I share knowledge and insights through published articles and media outlets.

I’m the editor-in-chief of Poland’s first customer success magazine, and I've delivered diverse projects for top firms like Bain & Company, Circle K, Samsung, PwC, and Atos. I’m passionate about providing condensed, practical business and tech insights for busy professionals. Let's connect and make an impact! 🤝

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Jeff Heckler

Jakub Płonka

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