Remote

- Managed a portfolio of 250+ accounts, overseeing the entire customer journey from onboarding to long-term relationship management. Drove retention and expansion through scaled proactive engagement, strategic upselling, cross-selling, and the introduction of new product features aligned with customer goals.
- Resolved high-priority customer escalations by collaborating with cross-functional teams such as Payroll, Billing, Legal, Offboarding, and others, restoring trust and satisfaction. Created and implemented the Scale CSM Escalation SOP, streamlining escalation management and enhancing resolution efficiency across departments.
- Collected and shared customer feedback with Product, Sales, Global Operations, and Marketing teams, providing actionable insights to improve customer experience and product functionality. Partnered closely with the Onboarding team to address customer-specific challenges, ensuring seamless onboarding processes for external employees.
- Mentored new hires through the Scale CSM Mentorship Programme, earning recognition for enhancing the mentorship experience and fostering team collaboration. Regularly shared product and workflow updates during team meetings, contributing to alignment and knowledge sharing.
- Led the AI-Customer Success project with a team of 9, exploring tools like ChatGPT, Claude, and Notion AI to optimize workflows and boost team productivity. These initiatives improved efficiency, scalability, and day-to-day task management.
- Significantly contributed to exceeding team metrics by consistently driving account growth and preventing churn through proactive account health monitoring and customer-focused strategies.

Scale Customer Success Manager

Influencers.Club

- Create and maintain spreadsheets to keep track of various metrics on a daily, weekly, and monthly basis and present achieved results, as well as new target numbers during company meetings.
- Hold training sessions for the entire department and present new ideas and processes to improve workflow, as well as individual training sessions for each new team member.
- Conduct social media and general lead prospecting and write email personalisations for each qualified lead according to the level of the client pricing package.
- Send email campaigns on a daily basis via Gmass and Mailjet and conduct A/B testing of different templates for various target audiences
and niches.
- Create and distribute tasks for each team member using ClickUp and create new data tasks and requests through Asana for the data team.

Creator Sales Development Team Lead

Slice

Senior Onboarding Partner Success Manager

Collaborate with the sales team to stay current on account acquisition status and provide support during the sales process to increase chances of account retention throughout the onboarding period, work closely with all newly sold accounts, maintain optimal levels of communication with them, effectively and efficiently guide them throughout the onboarding process in order to successfully set them live on our platform, use critical thinking to break down our client's concerns or misgivings with joining our platform, evaluate all of the available solutions and make the best decision to reach a favorable outcome, mentor existing and newly-hired team members to foster proper completion of assigned duties, adherence to onboarding policies and achievement of weekly/monthly targets or initiatives.

Senior Onboarding Account Executive 

Effectively manage 200-300 accounts concurrently, work closely with multiple departments to update partners' account information quickly and accurately, cultivate productive relationships with existing partners, collaborate with clients to match their needs to our available solutions, handle incoming escalation calls, divide daily tasks amongst the team and motivate other team members to meet and exceed their assigned targets, as well as develop their skills and achieve their goals.

Senior SMB Account Manager

Manage and grow a dedicated portfolio of accounts, maintain daily updates, find solutions to any issues a partner might face, whether technology-specific or otherwise, devise plans to boost sales and increase income for our partners through paid marketing and SEO optimization.

SMB Account Manager

CoverWallet, an Aon company

Memorize various types of commercial insurance policies and their documentation process, research each received task for any errors and decide whether to renew or cancel a given policy document, process all card payments, document all processed cancellations, reimbursements and endorsements.

Data Entry Specialist

RTV21

Create displays and control multi-zone screens with rolls, crawls, animations, clocks, station logos, 3D objects and more using a powerful interactive ON-AIR graphics generator program.

Graphic Production Manager

Experienced Customer Success professional with a proven track record of strategically managing large books of business and driving customer satisfaction, retention, and growth in SaaS and HR tech. Proficient in resolving complex customer escalations, working seamlessly with cross-functional teams, and delivering tailored solutions that address diverse client needs. Skilled in customer onboarding, upselling, and optimizing processes, with a focus on scaling customer success strategies in fast-paced, high-growth environments. Known for innovative problem-solving, mentoring new team members, and maintaining a customer-first approach that drives impactful results.

Taplio

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