Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/20652856/

Work experience

Customer Success Manager

from 05.2024 to 10.2026 (2 years 6 months)
Playroll, Remote (Recruiting and HR)

• Managed a strategic enterprise and mid-market portfolio of 60+ accounts representing $1.8M in total ARR, acting as the primary partner for global payroll operations, deployment, and long-term value realization.
• Retained $1.2M+ in ARR and reduced overall portfolio churn by 18% through proactive health monitoring, executive business reviews (EBRs), and systematic engagement triggers.
• Drove a 92% net renewal rate and secured $210K+ in annual expansion revenue (upsells and cross-sells for additional global payroll entities) by using product usage data in Salesforce and Pendo to spot growth signals.
• Spearheaded structured onboarding for global accounts, increasing feature adoption by 35%, cutting initial support tickets by 25%, and reducing time-to-value from 14 days to 10 days.
• Partnered with Payroll, Operations, Product, and Finance to resolve complex multi-region deployment barriers, introducing tailored workflow templates that boosted mature-account engagement by 40%.
• Trained a team of 10 support specialists on advanced escalation frameworks, improving team CSAT by 12% and maintaining a consistent 92%+ rating across all account touchpoints.

Customer success specialist

from 02.2023 to 04.2024 (1 year 3 months)
Hospitable, Remote (Hotel and restaurant industry)

• Raised portfolio CSAT from 82% to 96% over six months through structured post-onboarding follow-ups and tailored feature walkthroughs; training guides and onboarding practices I created were adopted by the wider Customer Success team.
• Prevented churn and secured an annual renewal for a key client managing 12+ short-term rental properties who was preparing to leave after recurring double-bookings, by auditing the channel-manager setup, resolving calendar-sync issues, introducing calendar-health alerts, and training operational staff.
• Owned end-to-end client onboarding through one-to-one calls, live walkthroughs, and tailored demos covering channel integrations, automated messaging rules, and multi-property configurations.
• Improved product adoption by helping property operators configure automated guest messages, dynamic templates, check-in instructions, review requests, and cleaning-task assignments.
• Captured recurring user feedback on automations, messaging, and integrations and shared insights with Product to improve overall platform experience.

Customer Support & OTA Operations Agent

from 03.2022 to 01.2023 (11 months)
Hospitable, Remote (Hotel and restaurant industry)

• Handled 70+ daily phone and email interactions across Airbnb, Booking.com, and Vrbo while maintaining a 95%+ CSAT rating.
• Resolved complex booking escalations involving refunds, payments, failed check-ins, and reservation discrepancies, de-escalating property manager and guest disputes.
• Ranked in the top 10% of support agents for first-response time and time to resolution.
• Worked with internal technical teams to escalate platform bugs and recommend workflow improvements based on recurring customer pain points.

Knowledge and skills

• Customer retention
• Customer orientation
• Account management
• Customer health
• Product education

Language proficiencies

English — fluent