Юлія

Yulia Shakirzianova
Customer Success Manager
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Lviv, Ukraine

PROFESSIONAL SUMMARY
Customer Success Manager with 7 years of experience in customer-facing roles across airline, blockchain, lead-
generation and AI marketing platforms. Skilled in onboarding, churn prevention and retention, and in advising B2B
and B2C clients on ad strategy and campaign performance. Experienced in working with product, engineering and
sales teams to turn customer feedback into product improvements.

PROFESSIONAL EXPERIENCE

Customer Success Manager, Zeely 11/2025 – 09/2026
• Managed the full B2B and B2C customer lifecycle, from onboarding and implementation to retention and
growth, aligning Zeely’s AI-powered solutions with client goals and KPIs.
• Prevented churn by handling cancellation requests and at-risk accounts: identified customer concerns and
offered tailored solutions (complimentary months, plan downgrades, personalized onboarding). Achieved one
of the highest retention rates on the team.
• Handled up to 2,000 chats per month while maintaining 95% customer satisfaction.
• Advised clients on digital marketing: AI-generated ad creatives, video hooks, audience targeting and
conversion-focused landing pages.
• Analyzed campaign and platform analytics to give data-driven recommendations on messaging, targeting and
overall campaign performance.
• Resolved complex technical issues involving ad moderation, billing, integrations and product functionality.
• Created onboarding guides used to retain customers.
• Acted as the Voice of the Customer: collected and synthesized client feedback and worked with product and
engineering to drive improvements and influence the AI product roadmap.
Customer Support Manager, IO Technologies (Closely) 02/2024 – 09/2025 | Remote
Lead generation, LinkedIn automation, automated email campaigns and AI enrichment platform.
• Resolved customer inquiries across multiple projects, ensuring fast, high-quality issue resolution and stronger
client loyalty.
• Escalated complex cases to Developers, QA, PM, Sales, SDRs and Customer Success teams, speeding up
problem resolution.
• Created bug reports in Jira and Trello and gathered user feedback for the product team.
• Wrote up to 10 Help Center articles per month for customers.
• Kept accurate records of customer interactions to support consistent case management.
Customer Support Specialist & Trainee QA Engineer, Ambisafe 05/2021 – 11/2023 | Remote
Blockchain technology company.
• Answered customer queries and monitored incoming messages across all channels (Gist, social media).
• Verified customer accounts and documents using Onfido.
• Wrote user support documentation.
• Created bug reports for engineers following a defined workflow and collaborated with QA and development
teams.
• As a QA intern (6 months), wrote bug reports in Jira and test cases in TestRail, and performed functional, smoke
and regression testing.
Customer Support Advisor, Webhelp 05/2019 – 05/2021 | Lviv
Norwegian Airlines project.
• Provided full information on ticket booking and company services by phone.
• Supported customers with website and personal profile issues and resolved booking irregularities.

SKILLS
Customer Success: Onboarding, retention and churn prevention, account management, B2B and B2C, escalation
management, Voice of the Customer
Marketing & Analytics: Ad strategy consulting, AI-generated ad creatives, audience targeting, campaign
performance analysis
Tools: CRM software, Jira, Trello, TestRail, Onfido, Gist
Soft Skills: Multichannel communication, team collaboration, project coordination, problem solving

EDUCATION
Master’s degree in Sociology, Ivan Franko National University of Lviv 09/2016 – 12/2021 | Lviv

LANGUAGES
Ukrainian – Native English – Professional working proficiency

INTERESTS
Traveling, reading, playing the violin, cooking