Head of Customer Success / Customer Operations Director

I scaled platform adoption from approximately 10,000 to more than 40,000 users through customer onboarding, retention, and expansion initiatives. I managed SaaS customer relationships, recurring-revenue accounts, renewals, and expansion programs that contributed to approximately fivefold ARR growth.

I built the customer-facing organization from one to 15 people, recruiting, training, and leading Sales, Customer Success, and Marketing colleagues. I led more than 5,000 sales, onboarding, support, and technical calls covering implementation, training, adoption, and escalations.

I standardized onboarding, follow-up, and account workflows through CRM improvements and AI-powered automation. I partnered with Product and Engineering on API integrations, MCP connectors, technical escalations, and customer-driven product improvements.

I presented Business Support Systems and OTT streaming solutions to international telecommunications and technology prospects. I delivered product demonstrations and explained technical capabilities and potential use cases.

I engaged prospective clients in discovery conversations to identify commercial requirements. I also initiated business development discussions with potential technology and distribution partners.

I managed end-to-end B2B SaaS sales for cloud property management software, from prospecting and discovery through product demonstrations, closing, and onboarding. I generated new opportunities through outbound calls, email prospecting, and systematic follow-ups.

I developed customer accounts through renewal discussions, upselling, and relationship management. I matched software capabilities to customer operational needs and requirements.

I managed account configuration, setup, and onboarding for new and existing customers. I delivered remote product training, platform walkthroughs, and adoption guidance.

I resolved technical issues through troubleshooting and coordination with support colleagues. I performed system checks and coordinated responses to customer service requests.

I managed customer-facing web development, e-commerce, and digital marketing projects. I maintained client websites and online stores using WordPress, Joomla, and Shopify.

I created marketing content and digital assets for client campaigns. I also coordinated Google Ads and Facebook Ads execution alongside client communications.

I presented telecommunications products, connectivity solutions, and service plans to prospective customers. I assessed customer needs and recommended suitable products and subscriptions.

I answered technical product questions, handled objections, and explained available service options. I developed consultative customer relationships through presentations and follow-up.

Bachelor's Degree in Marketing and Digital Communications.