I am a Senior Customer Success Manager with more than five years of experience supporting enterprise SaaS, HR technology, and international B2B customers. I specialize in strategic account management, implementation, adoption, retention, and expansion across complex customer portfolios.
I currently manage a 45-account enterprise portfolio representing approximately $15M in supported contract value. I work closely with executive stakeholders to lead QBRs, health reviews, escalation management, and customer strategy while ensuring clear cross-functional ownership.
I lead a six-person Customer Success team and have built Customer Success operating models, including KPI frameworks, escalation processes, QBR cadences, and operating templates. I focus on creating scalable processes that improve visibility, consistency, and customer outcomes.
My background includes onboarding and adoption programs for customers across Europe, the United States, and APAC. I have reduced time-to-adoption through workflow redesign, business intelligence visibility, Agile delivery practices, and close collaboration with Product, Engineering, Support, Sales, Finance, and Operations.
I also bring experience in customer service leadership, ITIL-aligned service delivery, project management, CRM governance, and education technology programs. I am fluent in English, a native Georgian speaker, and conversational in Polish.
