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Work experience

Customer success manager

from 02.2023 to 06.2025 (2 years 5 months)
Wing Assistant, Kyiv (IT)

•Achieved 92% customer retention rate across global B2B accounts, reducing churn by 14% in six months.
•Designed re-engagement workflows in HubSpot, increasing dormant account reactivation by 12%.
•Led onboarding sessions that cut client time-to-value by 22%, boosting early-stage satisfaction scores.
•Supported global teams across US, UK, and EU time zones, ensuring 24/7 client coverage.

Account manager

from 10.2021 to 05.2023 (1 year 8 months)
Tax Goddess, Kyiv (Recruiting and HR)

•Increased annual customer retention rate from 82% to 91% by implementing proactive engagement campaigns and quarterly business reviews.
•Maintained 95% SLA compliance for client requests, reducing escalations by 23%.
•Improved upsell conversion rate by 15% through value-driven recommendations and needs-based product education.
•Reduced average issue resolution time from 18 to 12 hours by optimizing internal workflows with cross-department coordination.

Account manager

from 05.2019 to 01.2023 (3 years 9 months)
Iherb, Dnipro (Medicine, pharmacy)

Consistently maintained >96% SLA adherence across 1,000+ monthly tickets via email, chat, and phone.
•Maintained an average CSAT score of 4.7/5 for three consecutive years.
•Conducted root cause analysis on support trends, resulting in a 10% increase in first-contact resolution rates.
•Partnered with operations and logistics teams to reduce delivery-related complaints by 18%.

Knowledge and skills

• Responsibility
• Handling objections
• Educability
• Conflict-free
• Development of SaaS projects
• Management of CRM
• Productivity
• Communicability
• B2B Sales
• Direct sales

Language proficiencies

English — advanced

Additional information

Core Competencies
•Customer Retention & Expansion Strategies
•Churn Reduction & Customer Health Monitoring
•SLA Compliance & Performance Optimization
•Global B2B Relationship Management
•SaaS, Fintech & Subscription-Based Models
•CRM Tools: HubSpot, Salesforce, ActiveCampaign, Zoho
•Data-Driven Decision Making & Reporting
•Onboarding, Training & Product Adoption
•Cross-Functional Collaboration & Stakeholder Management



Key Achievements
•14% churn reduction in six months at Wing Assistant.
•9% improvement in customer retention rate at Tax Goddess in one year.
•Maintained >95% SLA compliance across all roles.
•Increased upsell revenue by 10–15% through targeted, value-led conversations.
•Trained over 500 clients globally, improving product adoption rates by 20%.



Technology & Tools Expertise

CRM & Customer Success Platforms: HubSpot, Salesforce, Zoho CRM, ActiveCampaign, Gainsight, Pipedrive
Support & Ticketing Systems: Zendesk, Freshdesk, Intercom, Help Scout, LiveChat
Data & Analytics: Google Analytics, Excel (Advanced), Google Data Studio
Communication & Collaboration: Slack, Microsoft Teams, Zoom, Google Meet, Skype
Project & Task Management: Asana, Trello, Monday.com, Notion
Community & Event Management: Circle, Discord, Facebook Groups, Eventbrite
Marketing & Engagement: Mailchimp, Lemlist, Canva, Hootsuite, Buffer