Контактна інформація

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Досвід роботи

Head of Customer Success

з 11.2025 по нині (1 рік)
Spendbase, Дистанційно (Фінанси, банки, страхування)

Leading Customer Success at Spendbase, a global fintech platform helping companies optimize spend across SaaS, cloud, and corporate cards. Owning the full post-sales lifecycle, team leadership, operational excellence, and scalable customer experience for a rapidly growing client base.

Key Responsibilities & Focus Areas

1. Team Leadership & Scaling: Building and growing a high-performing CS organization; defining structure, processes, and roles; hiring, mentoring, and developing CSMs and Support talent.

2. Customer Lifecycle Ownership: Overseeing onboarding, activation, retention, and expansion to ensure measurable SaaS cost savings and platform ROI for customers.

3. Operational Excellence & Automation: Designing efficient workflows, reducing response times, and deploying automations and tools (CRM, support platforms, self-service systems) to scale globally.

4. Data-Driven Retention: Establishing customer health scoring, forecasting risk, and improving core CS metrics—NPS, retention, churn, expansion, and resolution times.

5. Churn Prevention & Growth: Implementing proactive renewal and churn-mitigation strategies; driving upsell and cross-sell opportunities through usage insights and value realization.

6. Cross-Functional Collaboration: Working closely with Product, Sales, Engineering, and Compliance to ensure customer feedback informs the roadmap and unlocks growth opportunities.

7. Scalable Infrastructure: Building a CS engine capable of supporting thousands of customers while maintaining a personal, human-centric experience.

8. Strategic Leadership: Transforming Customer Success into a revenue-driving growth engine and contributing to company-wide strategy, GTM alignment, and operational efficiency.

Head of Customer Success

з 11.2025 по нині (1 рік)
Partnerway, Дистанційно (IT)

Leading Customer Success at Partnerway, owning the full post-sales lifecycle, CS team leadership, partner and vendor ecosystem management, operational excellence, retention, and expansion.
A key focus is building and managing the ecosystem behind Partnerway's SaaS and technology offering — working alongside the Partnerships team with global distributors, vendors, and technology providers including Crayon, Ingram Micro, Google, Notion, Keeper, LastPass, OpenAI, Anthropic, Atlassian, and others.

Key Responsibilities & Focus Areas:

1. CS Leadership: Leading and developing the Customer Success organization; defining team structure, processes, ownership, performance standards, and scalable portfolio management.

2. Partnerships & Vendor Ecosystem: Building and managing relationships with global distributors and technology vendors; overseeing commercial and operational alignment, partner programs, certifications, escalations, and service delivery.

3. Partnership Development: Researching and evaluating new vendors, distributors, startup programs, and technology ecosystems to unlock new distribution channels, commercial opportunities, and customer value.

4. Customer Lifecycle & Growth: Overseeing onboarding, adoption, retention, renewals, and expansion; driving measurable value through SaaS procurement, vendor negotiations, and technology services.

5. Operational Excellence: Building scalable CS and partner workflows, CRM processes, automation, customer health frameworks, portfolio segmentation, risk management, and performance reporting.

6. Cross-Functional Leadership: Connecting customers and partners with Sales, Product, Finance, Legal, Engineering, and Operations to resolve complex challenges and improve delivery.

7. Strategy & GTM: Contributing to company strategy, partner-led GTM, portfolio development, retention and expansion initiatives, and transforming Customer Success into a strategic revenue and growth function.

Chief of Staff | Revenue Operations Leader

з 04.2024 по 07.2025 (1 рік 4 місяці)
Cience Technologies Inc., Дистанційно (Маркетинг, реклама, PR)

- Partners with CEO to execute strategic initiatives, leadership planning, and decision-making.

Key Areas of Ownership

1. Strategic Planning & Execution: Partnered with executive leadership to define and operationalize long-term growth goals, translating strategy into measurable, revenue-focused initiatives.

2. Leadership & Alignment: Aligned cross-functional teams around company priorities, fostering collaboration and clarity across Sales, RevOps, and Operations.

3. Project & Revenue Operations: Led high-impact initiatives tied to revenue goals; optimized sales processes, minimized leakage, and drove consistent execution through disciplined RevOps oversight.

4. Process & Operational Efficiency: Designed and scaled workflows to streamline the sales cycle, enhance pipeline management, and support long-term scalability.

5. Revenue Analytics & Decision Support: Delivered real-time insights and actionable reporting to inform strategy, improve pipeline conversion, and support executive decisions.

6. Sales Tools & Budget Ownership: Managed sales tech stack and budget to ensure ROI, boost performance, and enable retention-driving capabilities.

7. Incentives & Compensation Oversight: Reviewed and approved monthly bonus calculations for Sales, Sales Development, and Growth Management teams, ensuring accuracy, transparency, and alignment with performance metrics.

Director of Client Experience

з 04.2022 по 04.2024 (2 роки)
Cience Technologies Inc., Дистанційно (Маркетинг, реклама, PR)

- Built and led Support and Client Enablement teams.

- Optimized feedback loops between Product and clients.

Key Areas of Ownership

1. Customer Support Optimization: Built and scaled the customer support function, reducing response times and improving satisfaction through enhanced processes, team leadership, and implementation of a ticketing system and customer portal.

2. Product & Client Alignment: Acted as a bridge between client feedback and product teams to influence roadmap planning, prioritize development, and drive successful product releases with clear client communication.

3. User Experience & Enablement: Improved onboarding flows, UX, and adoption through feedback loops, training sessions, and educational resources; led client meetings to optimize usage and deepen engagement.

Team Lead Project Management

з 08.2020 по 04.2022 (1 рік 9 місяців)
Cience Technologies Inc., Дистанційно (Маркетинг, реклама, PR)

- Led enterprise client programs and project management team performance across global accounts.

Key Areas of Ownership & Achievements

1. Enterprise Account Management: Oversaw strategic enterprise accounts, driving 85% retention and 20% revenue growth through upselling and client advocacy.

2. Project Team Leadership: Led and developed a global team of 8 PMs, boosting productivity by 15% through mentorship and structured training.

3. Escalation & Support Excellence: Acted as senior escalation point, reducing issue resolution time by 30% and maintaining a 9/10 NPS via cross-functional collaboration and proactive support.

4. Service Optimization: Collected client feedback to enhance service offerings and ensure alignment with evolving client needs and expectations.

Senior Customer Success Manager

з 04.2019 по 08.2020 (1 рік 5 місяців)
Cience Technologies Inc., Дистанційно (Маркетинг, реклама, PR)

- Led strategic client relationships while mentoring peers and driving retention and growth across enterprise accounts.

Key Areas of Ownership & Achievements

1. Strategic Account Management: Managed key enterprise accounts, achieving 85% retention and 10% revenue growth through upselling and proactive client engagement.

2. Team Mentorship & Enablement: Trained and mentored peers, enhancing collaboration and driving productivity improvements with consistent positive feedback.

3. Customer Support Leadership: Led resolution of complex issues, reducing resolution time by 20% and maintaining a 9/10 NPS through cross-functional support strategies.

4. Service Optimization: Leveraged client feedback to guide service enhancements and align product offerings with evolving customer needs.

Customer Success Manager

з 01.2017 по 04.2019 (2 роки 4 місяці)
Cience Technologies Inc., Дистанційно (Маркетинг, реклама, PR)

- Owned client relationships and drove retention, adoption, and account growth.

Key Areas of Ownership & Achievements

1. Client Relationship Management: Owned a portfolio of enterprise and mid-market accounts, ensuring high satisfaction, driving renewals, and identifying expansion opportunities.

2. Onboarding & Adoption: Led smooth onboarding experiences and product training sessions, accelerating time-to-value and increasing platform adoption.

3. Issue Resolution & Support: Served as the main point of contact for escalations, reducing issue resolution time and proactively improving the customer journey.

4. Cross-Functional Collaboration: Partnered with Product, Support, and Sales teams to align customer feedback with roadmap priorities and deliver tailored solutions.

5. Customer Health & Retention: Maintained an NPS of 9/10 and consistently met retention goals through regular check-ins, QBRs, and value-driven engagement strategies.

Sales Development Representative / Team Captain

з 09.2016 по 01.2017 (5 місяців)
Cience Technologies Inc., Київ (Маркетинг, реклама, PR)

- Drove outbound pipeline growth while mentoring and supporting team success.

Key Areas of Ownership & Achievements

1. Outbound Pipeline Generation: Executed high-volume, multi-channel outbound outreach (email, phone, LinkedIn) to generate qualified meetings and build top-of-funnel opportunities for client programs.

2. Prospect Research & Personalization: Conducted account-level research and crafted tailored messaging to engage decision-makers and increase conversion rates.

3. CRM & Workflow Management: Maintained pipeline hygiene and activity tracking within HubSpot, ensuring accurate reporting and data-driven follow-ups.

4. Performance Leadership: Acted as Team Captain, mentoring new SDRs, sharing best practices, and supporting ramp-up through peer coaching and daily standups.

5. Team Leadership & Enablement: Led a group of multinational SDRs (13 people), driving performance through collaboration, knowledge sharing, and consistent execution.

6. Cross-Functional Collaboration: Partnered with Sales, Growth, and Marketing teams to align messaging, refine targeting, and improve lead quality and conversion.

7. Goal Achievement & Recognition: Consistently exceeded activity and meeting quota targets, contributing to team KPIs and recognized for top performance in program execution.

Sales Development Representative

з 05.2016 по 09.2016 (5 місяців)
Cience Technologies Inc., Київ (Маркетинг, реклама, PR)

- Generated outbound pipeline through targeted outreach and consistent execution.

Key Areas of Ownership & Achievements

1. Outbound Prospecting: Executed high-volume outreach across email, phone, and LinkedIn to engage decision-makers and set qualified meetings for the client programs.

2. Lead Research & Personalization: Conducted in-depth prospect research to craft personalized messaging and improve response and conversion rates.

3. Pipeline & Sales Outbound Management: Maintained accurate records in Outreach, tracked outreach metrics, and ensured timely follow-ups and handoffs to client AEs.

4. Collaboration & Feedback Loop: Worked closely with Sales and Marketing teams to align messaging, provide market feedback, and improve campaign effectiveness.

5. Goal Attainment: Met and exceeded weekly and monthly KPIs, consistently contributing to team performance and pipeline growth of the clients.

Sales Development & Client Engagement

з 02.2016 по 05.2016 (4 місяці)
IO Technologies, Київ (IT)

- Promoted SaaS analytics solutions to U.S.-based media clients and ensured a high-touch client engagement experience.

Key Areas of Ownership

1. Outbound Sales & Prospecting: Identified and engaged potential U.S.-based clients through email, calls, and social channels, driving initial interest in the company’s analytics platform.

2. Appointment Setting: Scheduled and conducted product introduction meetings via Skype with media and publishing prospects across the U.S.

3. Product Promotion & Enablement: Delivered tailored product overviews and use-case explanations, supporting clients in understanding the value of the analytics solution.

4. Client Communication Management: Handled multi-channel communications (email, social, messaging) to ensure a smooth pre-sales experience and address client inquiries promptly.

Personal Assistant of Executive Director / Assistant of sales tourism

з 09.2015 по 01.2016 (5 місяців)
Alterego Travel, Київ (Туризм)

- Supported VIP client travel logistics and executive operations across international partnerships and internal coordination.

Key Areas of Ownership

1. VIP Travel & Concierge Services: Curated luxury travel experiences for high-profile clients, including hotel bookings, flights, transfers, excursions, dining reservations, and tailored concierge support worldwide.

2. Flight & Itinerary Management: Sourced and booked optimal flight options using Amadeus and airline platforms; coordinated with partners like UIA, Lufthansa, Turkish Airlines, and FlyDubai to meet VIP needs.

3. Partner & Client Communication: Managed correspondence and negotiations with global hoteliers and travel partners in English; drafted and finalized international service agreements.

4. Executive Support & Scheduling: Managed the Executive Director’s calendar, coordinated business travel, meetings, and communications in Ukrainian and English.

5. Multifunctional Administrative Support: Translated business materials, coordinated cross-departmental tasks, compiled executive reports, and ensured timely execution of directives and deliverables.

Assistant Sales Tourism Manager / Travel Designer for VIP

з 05.2013 по 09.2016 (3 роки 5 місяців)
Сьоме небо, клуб елітного туризму, Київ (Туризм)

- Designed and delivered personalized travel experiences and concierge services for VIP clients while supporting executive operations and office administration.

Key Areas of Ownership

1. Luxury Travel & Concierge Services: Planned and coordinated tailor-made trips for high-net-worth clients, including hotel bookings, flights, transfers, excursions, fine dining, and concierge requests across global destinations.

2. Flight & Logistics Management: Selected and booked optimal flights using Amadeus and airline platforms; collaborated with partners such as UIA, Turkish Airlines, Lufthansa, and FlyDubai to meet VIP travel standards.

3. Partner & Client Communication: Maintained professional relationships with international hoteliers and service providers; handled English-language correspondence and contract negotiations with global partners.

4. Executive & Administrative Support: Managed the Executive Director’s calendar, business travel, meeting coordination, and multilingual communication (Ukrainian and English); compiled reports and tracked task execution.

5. Office Operations & Facilities Management: Oversaw day-to-day office needs, including vendor management, equipment maintenance, supply procurement, and supervision of support staff to ensure smooth operations.

Journalist / Organizer of the public events

з 02.2012 по 11.2012 (10 місяців)
ГО "ОБ'ЄДНАННЯ "НАРОДНА ІНІЦІАТИВА", Київ (Неприбуткові, благодійні та громадські організації)

- Supported civic engagement through content creation and coordination of community-driven events in Kyiv.

Key Areas of Ownership

1. Content Creation & Publishing: Wrote articles and updates for the organization’s website and printed newspaper, covering local social and domestic issues.

2. Social Media Management: Published content across social platforms to raise awareness, increase community engagement, and promote organizational initiatives.

3. Event Planning & Coordination: Organized and supported public actions, social campaigns, and community events aimed at driving civic participation and problem-solving.

4. Media Coverage & Reporting: Prepared photo reports and visual materials to document events and support communications across digital and print channels.

Освіта

Національний Авіаційний Університет

Журналістика, Київ
Вища, з 2007 по 2013 (6 років)

National Aviation University (Kyiv Aviation Institute) — Kyiv, Ukraine

Institute of International Relations, specialty “Journalism”

- Master’s Degree in Journalism: September 2011 - March 2013

- Bachelor’s Degree in Journalism: September 2007 - May 2011

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May 2024
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Google | Project Planning: Putting It All Together

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Google | Project Initiation: Starting a Successful Project

Jan 2024
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Google | Foundations of Project Management

Dec 2023
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HubSpot | Revenue Operations

May 2024
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HubSpot | HubSpot Sales Software Certificate

Mar 2018
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Знання і навички

• Старанність
• Управлінські навички
• Уміння аналізувати
• Ведення CRM
• Управління командою
• Управління ІТ-проєктами
• Project management
• Strategic planning
• Business Process Management
• Revenue Operations
• Cross-functional operations
• Sales Enablement & Process Optimization
• Executive Partnership & Stakeholder Alignment
• Team Leadership & Organizational Effectiveness

Знання мов

• Англійська — просунутий
• Українська — вільно
• Німецька — початковий

Додаткова інформація

Strategic and operations-driven executive with over 9 years of experience leading cross-functional initiatives across Revenue Operations, Client Success, and Executive Strategy. Proven ability to partner with Founder, CEOs and leadership teams to translate vision into executable roadmaps, drive OKR-based accountability, and align teams for scalable growth. Experienced in managing high-impact special projects including go-to-market strategies, investor communications, M&A integration, and business case development. Known for fostering organizational clarity, operational rigor, and data-driven decision-making to accelerate performance during critical growth phases.