Rowen

Rowen Romanov
Kyiv, Ukraine | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) |

Profile
Result-driven Customer Success Manager with over 2 years of experience managing client relationships
and driving customer satisfaction in the SaaS industry. Adept at identifying customer needs and
delivering tailored solutions that increase product adoption and reduce churn. Proven track record of
achieving a 90% renewal rate and increasing upsell opportunities.

Experience
TECHNICAL CUSTOMER SUCCESS MANAGER | UNLAYER | MARCH 2025 – PRESENT
· Support complex front-end integrations using React, Vue, and Angular, tailoring solutions to each
customer’s tech stack and goals.
· Coordinate with product and engineering teams to resolve issues, provide product feedback, and
advocate for customer needs.
· Deliver onboarding sessions, live technical demos, and ongoing consultation to maximise adoption
and satisfaction.
· Assist customers with advanced use cases involving APIs, SDKs, and custom feature development to
enhance their product offering.
· Act as the technical point of contact for SMB customers, helping them implement and integrate
Unlayer’s embeddable email editor into their applications.

CUSTOMER SUCCESS MANAGER| BIZZABO| OCTOBER 2023 – MARCH 2025
· I managed a portfolio of 50+ key accounts, ensuring a customer retention rate of 90% over 1 year:
· Led initiatives to improve customer satisfaction scores (CSAT) by 25%, resulting in an NPS increase
from 30 to 55.
· Analyzed customer usage data to identify trends and areas for improvement, leading to the
implementation of strategies that improved user engagement
· Identified and capitalized on upsell and cross-sell opportunities, contributing to a 20% increase in
annual recurring revenue
· Achieved customer renewal rate by proactively managing client relationships, addressing potential
concerns before contract expiration, and delivering tailored solutions that aligned with customer goals.

TECHNICAL SUPPORT ENGINEER | BIZZABO | SEPTEMBER 2022 – OCTOBER 2023
· Diagnosed and resolved complex hardware and software issues for a diverse customer base, including
both on-premises and cloud-based environments.
· Provided tier 1 support for a range of products, collaborating with engineering teams to troubleshoot
and resolve critical incidents.
· Collaborated with product development teams to identify and resolve recurring technical issues
TECHNICAL SUPPORT ENGINEER | WALKME | JANUARY 2022 – AUGUST 2022
· Diagnosed and resolved complex hardware and software issues for a diverse customer base, including
both on-premises and cloud-based environments.
· Conducted training sessions for customers and internal teams, resulting in a reduction in repeat issues
and an increase in self-service usage
· Provided tier 1 support for a range of products, collaborating with engineering teams to troubleshoot
and resolve critical incidents.

TECHNICAL SUPPORT ENGINEER | LIMITLESS TECHNOLOGY | AUGUST 2020 – FEBRUARY 2022
· Provided tier 1 support for a range of products, collaborating with engineering teams to troubleshoot
and resolve critical incidents.
· Created and maintained a comprehensive knowledge base

Education
LA TROBE UNIVERSITY MELBOURNE
Bachelor’s degree, Cybersecurity
Expected graduation 2027

THE AUSTRALIAN NATIONAL UNIVERSITY CANBERRA
Bachelor’s degree, International Law, and Legal Studies
February 1999 – July 2003

Certifications
ETHICAL HACKER
· Cisco Networking Academy, MAY 15, 2024

NETWORK DEFENSE ETHICAL HACKER
· Cisco Networking Academy, APRIL 4, 2024

ENDPOINT SECURITY
· Cisco Networking Academy, MARCH 14, 2024

FORTINET CERTIFIED ASSOCIATE CYBERSECURITY
· Fortinet, November 6, 2023

Skills
· Customer Relationship Management
· Customer Retention
· Project Management
· Technical Troubleshooting
· System Administration

Page 2
Page 3