Contact information

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Work experience

Head of Customer Success

from 11.2025 to now (1 year)
Spendbase, Дистанційно (Фінанси, банки, страхування)

Leading Customer Success at Spendbase, a global fintech platform helping companies optimize spend across SaaS, cloud, and corporate cards. Owning the full post-sales lifecycle, team leadership, operational excellence, and scalable customer experience for a rapidly growing client base.

Key Responsibilities & Focus Areas

1. Team Leadership & Scaling: Building and growing a high-performing CS organization; defining structure, processes, and roles; hiring, mentoring, and developing CSMs and Support talent.

2. Customer Lifecycle Ownership: Overseeing onboarding, activation, retention, and expansion to ensure measurable SaaS cost savings and platform ROI for customers.

3. Operational Excellence & Automation: Designing efficient workflows, reducing response times, and deploying automations and tools (CRM, support platforms, self-service systems) to scale globally.

4. Data-Driven Retention: Establishing customer health scoring, forecasting risk, and improving core CS metrics—NPS, retention, churn, expansion, and resolution times.

5. Churn Prevention & Growth: Implementing proactive renewal and churn-mitigation strategies; driving upsell and cross-sell opportunities through usage insights and value realization.

6. Cross-Functional Collaboration: Working closely with Product, Sales, Engineering, and Compliance to ensure customer feedback informs the roadmap and unlocks growth opportunities.

7. Scalable Infrastructure: Building a CS engine capable of supporting thousands of customers while maintaining a personal, human-centric experience.

8. Strategic Leadership: Transforming Customer Success into a revenue-driving growth engine and contributing to company-wide strategy, GTM alignment, and operational efficiency.

Head of Customer Success

from 11.2025 to now (1 year)
Partnerway, Дистанційно (IT)

Leading Customer Success at Partnerway, owning the full post-sales lifecycle, CS team leadership, partner and vendor ecosystem management, operational excellence, retention, and expansion.
A key focus is building and managing the ecosystem behind Partnerway's SaaS and technology offering — working alongside the Partnerships team with global distributors, vendors, and technology providers including Crayon, Ingram Micro, Google, Notion, Keeper, LastPass, OpenAI, Anthropic, Atlassian, and others.

Key Responsibilities & Focus Areas:

1. CS Leadership: Leading and developing the Customer Success organization; defining team structure, processes, ownership, performance standards, and scalable portfolio management.

2. Partnerships & Vendor Ecosystem: Building and managing relationships with global distributors and technology vendors; overseeing commercial and operational alignment, partner programs, certifications, escalations, and service delivery.

3. Partnership Development: Researching and evaluating new vendors, distributors, startup programs, and technology ecosystems to unlock new distribution channels, commercial opportunities, and customer value.

4. Customer Lifecycle & Growth: Overseeing onboarding, adoption, retention, renewals, and expansion; driving measurable value through SaaS procurement, vendor negotiations, and technology services.

5. Operational Excellence: Building scalable CS and partner workflows, CRM processes, automation, customer health frameworks, portfolio segmentation, risk management, and performance reporting.

6. Cross-Functional Leadership: Connecting customers and partners with Sales, Product, Finance, Legal, Engineering, and Operations to resolve complex challenges and improve delivery.

7. Strategy & GTM: Contributing to company strategy, partner-led GTM, portfolio development, retention and expansion initiatives, and transforming Customer Success into a strategic revenue and growth function.

Chief of Staff | Revenue Operations Leader

from 04.2024 to 07.2025 (1 year 4 months)
Cience Technologies Inc., Дистанційно (Маркетинг, реклама, PR)

- Partners with CEO to execute strategic initiatives, leadership planning, and decision-making.

Key Areas of Ownership

1. Strategic Planning & Execution: Partnered with executive leadership to define and operationalize long-term growth goals, translating strategy into measurable, revenue-focused initiatives.

2. Leadership & Alignment: Aligned cross-functional teams around company priorities, fostering collaboration and clarity across Sales, RevOps, and Operations.

3. Project & Revenue Operations: Led high-impact initiatives tied to revenue goals; optimized sales processes, minimized leakage, and drove consistent execution through disciplined RevOps oversight.

4. Process & Operational Efficiency: Designed and scaled workflows to streamline the sales cycle, enhance pipeline management, and support long-term scalability.

5. Revenue Analytics & Decision Support: Delivered real-time insights and actionable reporting to inform strategy, improve pipeline conversion, and support executive decisions.

6. Sales Tools & Budget Ownership: Managed sales tech stack and budget to ensure ROI, boost performance, and enable retention-driving capabilities.

7. Incentives & Compensation Oversight: Reviewed and approved monthly bonus calculations for Sales, Sales Development, and Growth Management teams, ensuring accuracy, transparency, and alignment with performance metrics.

Director of Client Experience

from 04.2022 to 04.2024 (2 years)
Cience Technologies Inc., Дистанційно (Маркетинг, реклама, PR)

- Built and led Support and Client Enablement teams.

- Optimized feedback loops between Product and clients.

Key Areas of Ownership

1. Customer Support Optimization: Built and scaled the customer support function, reducing response times and improving satisfaction through enhanced processes, team leadership, and implementation of a ticketing system and customer portal.

2. Product & Client Alignment: Acted as a bridge between client feedback and product teams to influence roadmap planning, prioritize development, and drive successful product releases with clear client communication.

3. User Experience & Enablement: Improved onboarding flows, UX, and adoption through feedback loops, training sessions, and educational resources; led client meetings to optimize usage and deepen engagement.

Team Lead Project Management

from 08.2020 to 04.2022 (1 year 9 months)
Cience Technologies Inc., Дистанційно (Маркетинг, реклама, PR)

- Led enterprise client programs and project management team performance across global accounts.

Key Areas of Ownership & Achievements

1. Enterprise Account Management: Oversaw strategic enterprise accounts, driving 85% retention and 20% revenue growth through upselling and client advocacy.

2. Project Team Leadership: Led and developed a global team of 8 PMs, boosting productivity by 15% through mentorship and structured training.

3. Escalation & Support Excellence: Acted as senior escalation point, reducing issue resolution time by 30% and maintaining a 9/10 NPS via cross-functional collaboration and proactive support.

4. Service Optimization: Collected client feedback to enhance service offerings and ensure alignment with evolving client needs and expectations.

Senior Customer Success Manager

from 04.2019 to 08.2020 (1 year 5 months)
Cience Technologies Inc., Дистанційно (Маркетинг, реклама, PR)

- Led strategic client relationships while mentoring peers and driving retention and growth across enterprise accounts.

Key Areas of Ownership & Achievements

1. Strategic Account Management: Managed key enterprise accounts, achieving 85% retention and 10% revenue growth through upselling and proactive client engagement.

2. Team Mentorship & Enablement: Trained and mentored peers, enhancing collaboration and driving productivity improvements with consistent positive feedback.

3. Customer Support Leadership: Led resolution of complex issues, reducing resolution time by 20% and maintaining a 9/10 NPS through cross-functional support strategies.

4. Service Optimization: Leveraged client feedback to guide service enhancements and align product offerings with evolving customer needs.

Customer Success Manager

from 01.2017 to 04.2019 (2 years 4 months)
Cience Technologies Inc., Дистанційно (Маркетинг, реклама, PR)

- Owned client relationships and drove retention, adoption, and account growth.

Key Areas of Ownership & Achievements

1. Client Relationship Management: Owned a portfolio of enterprise and mid-market accounts, ensuring high satisfaction, driving renewals, and identifying expansion opportunities.

2. Onboarding & Adoption: Led smooth onboarding experiences and product training sessions, accelerating time-to-value and increasing platform adoption.

3. Issue Resolution & Support: Served as the main point of contact for escalations, reducing issue resolution time and proactively improving the customer journey.

4. Cross-Functional Collaboration: Partnered with Product, Support, and Sales teams to align customer feedback with roadmap priorities and deliver tailored solutions.

5. Customer Health & Retention: Maintained an NPS of 9/10 and consistently met retention goals through regular check-ins, QBRs, and value-driven engagement strategies.

Sales Development Representative / Team Captain

from 09.2016 to 01.2017 (5 months)
Cience Technologies Inc., Київ (Маркетинг, реклама, PR)

- Drove outbound pipeline growth while mentoring and supporting team success.

Key Areas of Ownership & Achievements

1. Outbound Pipeline Generation: Executed high-volume, multi-channel outbound outreach (email, phone, LinkedIn) to generate qualified meetings and build top-of-funnel opportunities for client programs.

2. Prospect Research & Personalization: Conducted account-level research and crafted tailored messaging to engage decision-makers and increase conversion rates.

3. CRM & Workflow Management: Maintained pipeline hygiene and activity tracking within HubSpot, ensuring accurate reporting and data-driven follow-ups.

4. Performance Leadership: Acted as Team Captain, mentoring new SDRs, sharing best practices, and supporting ramp-up through peer coaching and daily standups.

5. Team Leadership & Enablement: Led a group of multinational SDRs (13 people), driving performance through collaboration, knowledge sharing, and consistent execution.

6. Cross-Functional Collaboration: Partnered with Sales, Growth, and Marketing teams to align messaging, refine targeting, and improve lead quality and conversion.

7. Goal Achievement & Recognition: Consistently exceeded activity and meeting quota targets, contributing to team KPIs and recognized for top performance in program execution.

Sales Development Representative

from 05.2016 to 09.2016 (5 months)
Cience Technologies Inc., Київ (Маркетинг, реклама, PR)

- Generated outbound pipeline through targeted outreach and consistent execution.

Key Areas of Ownership & Achievements

1. Outbound Prospecting: Executed high-volume outreach across email, phone, and LinkedIn to engage decision-makers and set qualified meetings for the client programs.

2. Lead Research & Personalization: Conducted in-depth prospect research to craft personalized messaging and improve response and conversion rates.

3. Pipeline & Sales Outbound Management: Maintained accurate records in Outreach, tracked outreach metrics, and ensured timely follow-ups and handoffs to client AEs.

4. Collaboration & Feedback Loop: Worked closely with Sales and Marketing teams to align messaging, provide market feedback, and improve campaign effectiveness.

5. Goal Attainment: Met and exceeded weekly and monthly KPIs, consistently contributing to team performance and pipeline growth of the clients.

Sales Development & Client Engagement

from 02.2016 to 05.2016 (4 months)
IO Technologies, Київ (IT)

- Promoted SaaS analytics solutions to U.S.-based media clients and ensured a high-touch client engagement experience.

Key Areas of Ownership

1. Outbound Sales & Prospecting: Identified and engaged potential U.S.-based clients through email, calls, and social channels, driving initial interest in the company’s analytics platform.

2. Appointment Setting: Scheduled and conducted product introduction meetings via Skype with media and publishing prospects across the U.S.

3. Product Promotion & Enablement: Delivered tailored product overviews and use-case explanations, supporting clients in understanding the value of the analytics solution.

4. Client Communication Management: Handled multi-channel communications (email, social, messaging) to ensure a smooth pre-sales experience and address client inquiries promptly.

Personal Assistant of Executive Director / Assistant of sales tourism

from 09.2015 to 01.2016 (5 months)
Alterego Travel, Київ (Туризм)

- Supported VIP client travel logistics and executive operations across international partnerships and internal coordination.

Key Areas of Ownership

1. VIP Travel & Concierge Services: Curated luxury travel experiences for high-profile clients, including hotel bookings, flights, transfers, excursions, dining reservations, and tailored concierge support worldwide.

2. Flight & Itinerary Management: Sourced and booked optimal flight options using Amadeus and airline platforms; coordinated with partners like UIA, Lufthansa, Turkish Airlines, and FlyDubai to meet VIP needs.

3. Partner & Client Communication: Managed correspondence and negotiations with global hoteliers and travel partners in English; drafted and finalized international service agreements.

4. Executive Support & Scheduling: Managed the Executive Director’s calendar, coordinated business travel, meetings, and communications in Ukrainian and English.

5. Multifunctional Administrative Support: Translated business materials, coordinated cross-departmental tasks, compiled executive reports, and ensured timely execution of directives and deliverables.

Assistant Sales Tourism Manager / Travel Designer for VIP

from 05.2013 to 09.2016 (3 years 5 months)
Сьоме небо, клуб елітного туризму, Київ (Туризм)

- Designed and delivered personalized travel experiences and concierge services for VIP clients while supporting executive operations and office administration.

Key Areas of Ownership

1. Luxury Travel & Concierge Services: Planned and coordinated tailor-made trips for high-net-worth clients, including hotel bookings, flights, transfers, excursions, fine dining, and concierge requests across global destinations.

2. Flight & Logistics Management: Selected and booked optimal flights using Amadeus and airline platforms; collaborated with partners such as UIA, Turkish Airlines, Lufthansa, and FlyDubai to meet VIP travel standards.

3. Partner & Client Communication: Maintained professional relationships with international hoteliers and service providers; handled English-language correspondence and contract negotiations with global partners.

4. Executive & Administrative Support: Managed the Executive Director’s calendar, business travel, meeting coordination, and multilingual communication (Ukrainian and English); compiled reports and tracked task execution.

5. Office Operations & Facilities Management: Oversaw day-to-day office needs, including vendor management, equipment maintenance, supply procurement, and supervision of support staff to ensure smooth operations.

Journalist / Organizer of the public events

from 02.2012 to 11.2012 (10 months)
ГО "ОБ'ЄДНАННЯ "НАРОДНА ІНІЦІАТИВА", Київ (Неприбуткові, благодійні та громадські організації)

- Supported civic engagement through content creation and coordination of community-driven events in Kyiv.

Key Areas of Ownership

1. Content Creation & Publishing: Wrote articles and updates for the organization’s website and printed newspaper, covering local social and domestic issues.

2. Social Media Management: Published content across social platforms to raise awareness, increase community engagement, and promote organizational initiatives.

3. Event Planning & Coordination: Organized and supported public actions, social campaigns, and community events aimed at driving civic participation and problem-solving.

4. Media Coverage & Reporting: Prepared photo reports and visual materials to document events and support communications across digital and print channels.

Education

Національний Авіаційний Університет

Журналістика, Київ
Higher, from 2007 to 2013 (6 years)

National Aviation University (Kyiv Aviation Institute) — Kyiv, Ukraine

Institute of International Relations, specialty “Journalism”

- Master’s Degree in Journalism: September 2011 - March 2013

- Bachelor’s Degree in Journalism: September 2007 - May 2011

Additional education and certificates

Google | Agile Project Management

May 2024
Certificate

Google | Project Execution: Running the Project Project Execution

Apr 2024
Certificate

Google | Project Planning: Putting It All Together

Feb 2024
Certificate

Google | Project Initiation: Starting a Successful Project

Jan 2024
Certificate

Google | Foundations of Project Management

Dec 2023
Certificate

HubSpot | Revenue Operations

May 2024
Certificate

HubSpot | HubSpot Sales Software Certificate

Mar 2018
Certificate

Knowledge and skills

• Старанність
• Управлінські навички
• Уміння аналізувати
• Ведення CRM
• Управління командою
• Управління ІТ-проєктами
• Project management
• Strategic planning
• Business Process Management
• Revenue Operations
• Cross-functional operations
• Sales Enablement & Process Optimization
• Executive Partnership & Stakeholder Alignment
• Team Leadership & Organizational Effectiveness

Language proficiencies

• English — advanced
• Ukrainian — fluent
• German — beginner

Additional information

Strategic and operations-driven executive with over 9 years of experience leading cross-functional initiatives across Revenue Operations, Client Success, and Executive Strategy. Proven ability to partner with Founder, CEOs and leadership teams to translate vision into executable roadmaps, drive OKR-based accountability, and align teams for scalable growth. Experienced in managing high-impact special projects including go-to-market strategies, investor communications, M&A integration, and business case development. Known for fostering organizational clarity, operational rigor, and data-driven decision-making to accelerate performance during critical growth phases.