Senior Customer Success Manager - YieldBird
11/2023 - Present
Customer Success, account ownership and operations
- Manage a portfolio of 100+ clients across Europe, USA, Middle East and Korea.
- Maintain a near 100% onboarding ratio into paying clients and near 100% retention.
- Delivered above 100% of targets across the last five quarters.
- Coordinate onboarding, implementations, bug reporting, escalations and ongoing optimization.
- Reduce operational back-and-forth in Jira by near 70% through clearer communication.
- Build and improve onboarding, troubleshooting, meeting and cross-team cooperation processes.
- Prepare knowledge libraries, internal materials, case context, reports and client-facing presentations.
- Represent the company through product presentations, onboarding sessions, public talks and industry-facing presentations.
Commercial scope: account management, business development and sales development
- Support retention, upsell, recurring revenue development and commercial conversations.
- Negotiate contracts worth up to several hundred thousand EUR and manage a six-figure monthly revenue portfolio.
- Prepared offers, client communication and commercial materials.
- Built understanding of publisher-side business pressure, product value and client decision cycles.
- Prospect, qualify and develop client opportunities when the portfolio or product context requires it.
Product, project and delivery scope
- Translate client needs into technical tasks, operational priorities and implementation work.
- Define acceptance criteria, verify delivery and return work for correction when the result does not solve the client problem.
- Coordinate work across product, technical, support, sales and management teams.
- Act as an ambassador for technological products: understand their logic, present them to clients and connect product capabilities with business value.
- Initiate and coordinate projects, keep ownership of the final outcome and make operational decisions independently.