Hypatos

Balancing humans and machines to accelerate business.

Hypatos adds value to critical business operations using third-wave AI and advanced automation technologies for document processing. By replacing routine and complex tasks with intelligent solutions, we are unlocking human potential and reshaping the workplace. As AI agents manage administrative tasks efficiently, accurately, and cost-effectively, people focus on strategic decisions and designing innovative solutions to bring business to the next level.

Tasks:

- Designing and implementing tailored success plans to drive client adoption, expansion, and retention
- Proactively identifying upsell and cross-sell opportunities to promote the growth of our customer accounts
- Developing and documenting scalable processes, best practices, and playbooks for the CSM team
- Monitoring customer health and engagement metrics, taking proactive steps to mitigate any potential risks
- Conducting regular business reviews with clients to showcase their ROI, and address areas of improvement
- Coordinating internal cross-functional teams to ensure timely issue resolution and service delivery
- Serving as the voice of the customer, providing feedback to the product and marketing teams for continuous improvement

Senior Customer Success Manager

Meridian Point.io

Meridian Point.io is a Growth consulting firm that specializes in customer-focused companies achieve their business goals. Our services are designed to help you streamline operations and improve your retention strategies by optimizing after-sales, technical support, project management, and customer retention.

We work closely with your revenue team to understand your business goals. This is achieved thanks to our services of:

- Business Analysis & Insights: Together we make use of your data to identify areas for improvement in your daily operations and provide actionable insights to reduce efforts when deploying sales projects.
- Process Design: We assist you in designing effective and efficient sales handover & and onboarding processes that enable you to streamline your operations and reduce costs.
- Commercial Vision & Strategy: We help you develop a GTM strategy that aligns with your business objectives and goals.
- Persona & Market Research: We conduct in-depth research on your target audience to help you better understand your ideal ICP.
- Retention & Renewal: We help you develop effective renewal and upsell strategies that will help you grow your customer base and increase revenue.
- Coaching for Org Development: We offer coaching services to help you develop and improve your needed tech stack to align with your team's current skills.

Freelance Consultant for Customer Success & Growth

Mission Control for Your Data Pipelines

Y42 is the first fully managed Modern DataOps Cloud for production-ready data pipelines on top of Google BigQuery and Snowflake.

Y42 was founded in 2020 and today compiles a team of 100+ data witches and wizards, software magicians as well as business geeks from 25+ nationalities. We are backed by some of the world's most renowned investors that deeply believe in our vision of frictionless business intelligence.

Tasks:

- Establish best-practice processes for Customer Success.
- Lead the customer success team & product support team
- Divide the current service model into three sub-areas.
- Develop an effective handover process between sales and service.
- Improve the current average POC rating and customer service satisfaction scores.
- Improve the service standard for the customers.
- Introduce the very first efficiency metric.
- Develop cross-functional processes with peers from Account Management and Solution Engineering.

Customer Success Lead

brighter AI

brighter AI provides anonymization solutions based on state-of-the-art deep learning technology to protect every identity in public. 

Cameras are the most powerful sensor for use cases such as autonomous driving, intelligent retail and smart cities. At the same time, privacy is a fundamental human right and increasing regulations restrict the usage of publicly-recorded images and videos. Therefore, brighter AI has developed Deep Natural Anonymization, which empowers companies to protect peoples' identities when using such data for advanced analytics and machine learning.

brighter AI was named “Europe‘s Hottest AI Startup“ by Nvidia and recently won “The Spark - The German Digital Award“ by Handelsblatt & McKinsey. 
Tasks:

- Define and Implement the CSM department processes, onboarding and retention strategies
- Form strategic relationships with key stakeholders to understand the customer’s objectives
- Drive the successful adoption and onboarding of our solution at key organizations, helping the customer to realize the business value of the partnership.
- Create value for customers by partnering to define success and building a joint plan with identified objectives, stakeholders, milestones, risks, and metrics needed to achieve their goals
- Partner with customer-facing account teams and executives to develop strategic and technical plans that help customers achieve their business objective.

EMnify

EMnify is a Software-as-a-Service (SaaS) company, revolutionizing cellular Internet of Things (IoT). Our connectivity management service provides mobile network operators, enterprises, and developers globally with technology connecting ‘things’. The first to provide a mobile core infrastructure as a cloud service, EMnify enables secure, reliable and scalable connectivity, in ways previously impossible. EMnify leads the way towards a future without communication barriers. Today we serve customers from more than 70 countries, enabling innovative business models and IoT use cases across the globe.

Activities:

- Identify and resolve technical and non-technical customer issues and uncover opportunities for new use cases and customer growth.

- Ensure our customers’ technical enablement and full engagement by coordinating, organizing and managing cross-functionally their onboarding and IoT deployment activities.

- Maximize EMnify’s value for our customers by being their representative within our organization, supporting them with ongoing projects, conveying market trends and ideas, by collaborating closely with our Sales Representatives, Product Management, and Marketing.

- Trusted advisor and consultant by networking and maintaining trustful relationships with existing customers via telephone and mail, educating them on our technology, making our customers as successful as possible by understanding their specific requirements and roadmaps.

- Identify indicators and monitor customer account movements and engage with customers if unusual fluctuations occur indicating issues or opportunities to improve the customer’s product or service.

Customer Success Manager

adviqo GmbH

Adviqo AG, founded in 2000 and headquartered in Berlin (Germany), is a diversified media group with multiple online and offline properties. Originally established to provide advisory services across a whole range of sectors, the business quickly gained the greatest traction in the area of “life advice”. In this sector, adviqo is the world market leader; their offering includes live counselling services in the areas of life advice, therapeutic counselling and coaching advice. With over 250 employees and offices in 3 countries (Germany, UK, France) the company operates a TV channel, traditional print media and online marketplaces, as well as mobile applications.

Tasks: 
- Lead a team of 5 account managers on-site and 300+ freelancers across 5 different markets for the B2B side of a life advice app, this means the recruitment, onboarding, training and mentoring.
- Review individual performance of each Advisor, quantity of messages, quality of messages, loyalty, issues etc. and in each market (KPI driven) 
- Be the Advisor marketer reviewer, auditor and coach for the text, description, photo, and language used in their profiles (in other words Profile Management to increase their marketing exposure) 
- Coordinate the Advisors monthly payments: Administration of data related to payment and coordination with the Controlling and Accounting department 
- Be the example of the Advisors Managers and training them to follow the same business lines cross-market. Lead the planning, preparation and implementation of mobile acquisition campaigns 
- Other responsibilities related to the fortunica application product 
- Act as representative of your advisors towards formalizing feature requests and towards business model requests (incl. calls, or new service offerings), pricing, costing, ideas on how to get advisors to increase sales well as increase sales for fortunica etc.

Global Account Manager Lead

CrossLend GmbH

At CrossLend, we’re proud to be trailblazers in the bold new world of digital credit mediation and financing, with our pioneering cross-border marketplace lending platform.

It’s our vision to resolve the supply and demand dilemma of traditional lending in the European market by connecting borrowers from high-interest rate countries with investors from low-interest rate countries, through our unique cross-border marketplace lending platform. We’re bridging Europe’s credit divide to create fresh opportunities for people on both sides of the coin. 

Tasks:

- Prioritizing tickets and set escalation procedures 
- Working with a team of 5 and recruiting more 
- Establishing Customer Satisfaction KPI’s 
- Setting the Support Team’s communication templates and behaviors 
- Establishing and applying both internal and external Service Level Agreements 
- Researching and recommending new tools for improving our existing processes.

Customer Relations Manager

MBA | CS & Partner Success Lead | Providing Value as a Service | Elevating Product Support | Driving Customer Success | Enabling Technical Training

I help customer-centric companies reach their ARR targets within customer success teams.

Formerly leading customer success teams, I develop best practices that improve time-to-first-value. With a foundation in B2B SaaS after-sales experience and a pivot to data-driven business management, my approach is to design adaptable frameworks for growth, ensuring every client interaction transforms into a success story.

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