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Customer success manager
- Considering positions:
- Customer success manager, Account manager, Customer success specialist, Retention-менеджер
- Age:
- 24 years
- City:
- Lviv
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Karina Shvydka
CUSTOMER SUCCESS MANAGER
Lviv, Ukraine · [open contact info ](look above in the "contact info" section) · [open contact info ](look above in the "contact info" section) · [open contact info ](look above in the "contact info" section)
PROFILE
Customer Success Manager with 4+ years of working directly with clients - from day one of my career: first in
international logistics, where the client logic is the same, and later in a full Customer Success role. Results-oriented - I
build processes from scratch, rescue difficult accounts, and stay sharp in the middle of chaos. I automate routine work
so the team can focus on the client, and I keep project renewals high. My approach is proactive: prevent problems
rather than firefight them.
EXPERIENCE
Customer Success Manager Oct 2025 - Present
Cody Solutions · Remote
● Manage 10 client accounts simultaneously, sustaining around 80% project renewal.
● Founded the client-relations function from scratch and built quarterly 3-month department development
plans: goals, target outcome, structure, areas of responsibility, and role-development logic.
● Proposed and rolled out a new client workflow to improve response times and customer satisfaction,
establishing it across teams.
● Designed and implemented a client-metrics framework the company previously lacked: Portfolio Revenue,
Revenue Concentration %, Account Health Score, Renewal / Phase Continuation Visibility, Margin per Account,
and Invoice Aging.
● Automated nearly all operational account work via Cloud - ticketing, updates, next steps, and skill creation -
removing manual routine and speeding up response times.
● Set up automatic generation of next steps immediately after each client call.
● Automated client communications: regular check-ins, campaigns, and feedback collection.
● Proactively prevent conflicts: maintain constant, separate communication with the client and the team, and
run monthly retrospective calls with each side.
● Attend all demos to hear client feedback firsthand and act on it quickly with the team.
● Gather client requirements and assign tasks to the development team; manage invoices and contracts.
Customer Success Manager Jul 2024 - Oct 2025
ChoiceQR · Remote
● Top performer on the team from month 6 until the end of the engagement.
● Kept monthly client churn at or below 2%.
● Delivered 5-10 upsells to higher-tier plans per month and sold 30-60 add-on features monthly.
● Supported clients across every stage - from integration to active use of the platform.
● Developed individual growth and user-engagement strategies.
● Analyzed the market and provided consulting recommendations to clients.
● Ran training sessions and supported the rollout of IT solutions for businesses.
International Logistics Manager / Freight Forwarder Feb 2022 - Feb 2024
Soloviy-Trans, Avtotransekspeditsiya · Lviv
● Sourced new clients and maintained existing accounts across Europe.
● Ensured and monitored on-time delivery of transport for loading.
● Handled transport documentation and analyzed the freight-services market.
● Coordinated drivers in real time and made decisions in force-majeure situations.
Sales ConsultantFeb 2021 - Feb 2022
Hit-Trade LLC · Lviv
● Guided clients end-to-end: identifying needs and handling objections through to closing.
● Worked in CRM - registering clients and processing sales orders.
● Consistently met monthly sales targets.
EDUCATION
Bachelor's Degree 2019 - 2023
Lviv Polytechnic National University, Lviv. Major: International Relations and Social Communications.
COURSES
SNUG English (snugeng.space) - English Courses Present
Ongoing English classes to maintain and improve proficiency.
Project 12 - English Language Course Jan - Mar 2023
SKILLS
Customer Success · Account Management · Client Onboarding & Retention · Upselling & Cross-selling · Client
Metrics & Account Health · Department Strategic Planning · Process Automation · Escalation Management & Conflict
Prevention · Requirements Gathering & Dev Task Management · Cross-functional Coordination · Feedback
Management · Client Training · Invoicing & Contracts · Working Under Pressure · Multitasking · Teamwork
TECH STACK
Pipedrive · Jira · Notion · Cloud · Google Workspace · Slack · Zoom · Microsoft Teams
LANGUAGES
Ukrainian - Native · Russian - Native · English - B2
INTERESTS
Travel · Literature · Video Games
CUSTOMER SUCCESS MANAGER
Lviv, Ukraine · [
PROFILE
Customer Success Manager with 4+ years of working directly with clients - from day one of my career: first in
international logistics, where the client logic is the same, and later in a full Customer Success role. Results-oriented - I
build processes from scratch, rescue difficult accounts, and stay sharp in the middle of chaos. I automate routine work
so the team can focus on the client, and I keep project renewals high. My approach is proactive: prevent problems
rather than firefight them.
EXPERIENCE
Customer Success Manager Oct 2025 - Present
Cody Solutions · Remote
● Manage 10 client accounts simultaneously, sustaining around 80% project renewal.
● Founded the client-relations function from scratch and built quarterly 3-month department development
plans: goals, target outcome, structure, areas of responsibility, and role-development logic.
● Proposed and rolled out a new client workflow to improve response times and customer satisfaction,
establishing it across teams.
● Designed and implemented a client-metrics framework the company previously lacked: Portfolio Revenue,
Revenue Concentration %, Account Health Score, Renewal / Phase Continuation Visibility, Margin per Account,
and Invoice Aging.
● Automated nearly all operational account work via Cloud - ticketing, updates, next steps, and skill creation -
removing manual routine and speeding up response times.
● Set up automatic generation of next steps immediately after each client call.
● Automated client communications: regular check-ins, campaigns, and feedback collection.
● Proactively prevent conflicts: maintain constant, separate communication with the client and the team, and
run monthly retrospective calls with each side.
● Attend all demos to hear client feedback firsthand and act on it quickly with the team.
● Gather client requirements and assign tasks to the development team; manage invoices and contracts.
Customer Success Manager Jul 2024 - Oct 2025
ChoiceQR · Remote
● Top performer on the team from month 6 until the end of the engagement.
● Kept monthly client churn at or below 2%.
● Delivered 5-10 upsells to higher-tier plans per month and sold 30-60 add-on features monthly.
● Supported clients across every stage - from integration to active use of the platform.
● Developed individual growth and user-engagement strategies.
● Analyzed the market and provided consulting recommendations to clients.
● Ran training sessions and supported the rollout of IT solutions for businesses.
International Logistics Manager / Freight Forwarder Feb 2022 - Feb 2024
Soloviy-Trans, Avtotransekspeditsiya · Lviv
● Sourced new clients and maintained existing accounts across Europe.
● Ensured and monitored on-time delivery of transport for loading.
● Handled transport documentation and analyzed the freight-services market.
● Coordinated drivers in real time and made decisions in force-majeure situations.
Sales ConsultantFeb 2021 - Feb 2022
Hit-Trade LLC · Lviv
● Guided clients end-to-end: identifying needs and handling objections through to closing.
● Worked in CRM - registering clients and processing sales orders.
● Consistently met monthly sales targets.
EDUCATION
Bachelor's Degree 2019 - 2023
Lviv Polytechnic National University, Lviv. Major: International Relations and Social Communications.
COURSES
SNUG English (snugeng.space) - English Courses Present
Ongoing English classes to maintain and improve proficiency.
Project 12 - English Language Course Jan - Mar 2023
SKILLS
Customer Success · Account Management · Client Onboarding & Retention · Upselling & Cross-selling · Client
Metrics & Account Health · Department Strategic Planning · Process Automation · Escalation Management & Conflict
Prevention · Requirements Gathering & Dev Task Management · Cross-functional Coordination · Feedback
Management · Client Training · Invoicing & Contracts · Working Under Pressure · Multitasking · Teamwork
TECH STACK
Pipedrive · Jira · Notion · Cloud · Google Workspace · Slack · Zoom · Microsoft Teams
LANGUAGES
Ukrainian - Native · Russian - Native · English - B2
INTERESTS
Travel · Literature · Video Games
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The candidate's resume is posted at https://www.work.ua/resumes/19970860/