Customer Success Manager

Owned the full post-sale customer lifecycle for 400+ live entertainment customers across SMB, mid-market, and enterprise segments. Reduced time-to-value by 60% through structured onboarding, implementation workflows, and scalable customer journeys. Supported over $300K in retained and expansion ARR through account health monitoring, CSAT analysis, and lifecycle management. Reduced monthly logo churn from 11% to approximately 2.5% using AI-assisted support workflows, automated retention campaigns, proactive outreach, and personalized success plans. Led Quarterly Business Reviews and developed success plans for strategic accounts.

Supported existing accounts, upsell opportunities, and partner engagement across the European market in a temporary inside sales assignment.

Built qualified pipeline for Oracle Cloud and SaaS solutions in the $50K–150K+ ACV range through multi-stakeholder discovery and needs-based positioning. Consistently exceeded monthly quota through multi-channel prospecting and collaboration with marketing and account executives.

Grew B2B fuel card business across southeast Romania by managing regional sales activity, prospecting, and account development for commercial transport clients. Improved customer retention and field feedback quality through after-sales support, market insights, and territory reporting.

Resolved multilingual L1/L2 support requests for internal EMEA teams, handling incident management, account provisioning, and service requests. Improved responsiveness for English- and Hungarian-speaking users through access management and technical issue resolution using Active Directory and ServiceNow.

Applied Lean Six Sigma methods to improve a manufacturing procurement process and delivered $1.2M in annual savings. Managed RFP, RFQ, and RFI processes, coordinated supplier responses, evaluated proposals, and maintained purchasing workflows in SAP.