07/07/2026 updated
100 % available
Customer Success Manager | SaaS Onboarding & Lifecycle Specialist
Rijeka, Croatia
Only remote
Master's Degree in Economics - Tourism & Hospitality ManagementAbout me
Remote customer success and onboarding specialist with 4+ years of SaaS experience. Specializing in platform onboarding, OTA integrations, technical troubleshooting, and async written support. Available for remote CS, onboarding, and operations roles in European timezone.
Customer Interaction Management (Software)Customer Lifecycle ManagementWorkday OnboardingClient Onboarding
Customer Success & Lifecycle Management
Expertise in end-to-end customer onboarding, retention strategy, churn prevention, and lifecycle management. Proficiency in tracking customer health using KPIs such as NRR, NPS, CSAT, and LTV, as well as developing playbooks to standardize success processes and reduce time-to-value.
CRM & Support Tools
Hands-on experience with tools including Zendesk, Jira, HubSpot (familiar), Slack, Notion, Google Workspace, Microsoft Office, and Miro. Skilled in managing support queues, maintaining SLA compliance, and handling async written communication in remote environments.
Platform & OTA Integration
Practical knowledge of platforms such as Guesty PMS, Rentlio, MyRents, Oracle Opera PMS, Airbnb, Booking.com, VRBO, HomeAway, and Tripadvisor. Experience troubleshooting complex OTA integration issues and leading platform migrations while ensuring data continuity.
Cross-Functional Collaboration
Proven ability to collaborate with Product and Engineering teams to relay structured customer feedback and voice-of-the-customer insights, directly influencing roadmap priorities and contributing to platform improvements.
Technical Troubleshooting & Escalation Management
Skilled in diagnosing root causes of platform issues by reading logs and channel extranets, and escalating bugs with structured technical documentation to accelerate resolution cycles.
Project Management & Documentation
Experience applying project management principles to deliver structured operational support, including building and maintaining onboarding playbooks and internal documentation to standardize processes.
Vacation Rental Operations
End-to-end management of vacation rental property portfolios across Airbnb and Booking.com, including channel manager configuration, listing setup, pricing rules, availability sync, and guest communication.
Digital Marketing
Specialist qualification in Digital Marketing from Algebra University College, providing a foundation in digital communication and marketing strategy.
Expertise in end-to-end customer onboarding, retention strategy, churn prevention, and lifecycle management. Proficiency in tracking customer health using KPIs such as NRR, NPS, CSAT, and LTV, as well as developing playbooks to standardize success processes and reduce time-to-value.
CRM & Support Tools
Hands-on experience with tools including Zendesk, Jira, HubSpot (familiar), Slack, Notion, Google Workspace, Microsoft Office, and Miro. Skilled in managing support queues, maintaining SLA compliance, and handling async written communication in remote environments.
Platform & OTA Integration
Practical knowledge of platforms such as Guesty PMS, Rentlio, MyRents, Oracle Opera PMS, Airbnb, Booking.com, VRBO, HomeAway, and Tripadvisor. Experience troubleshooting complex OTA integration issues and leading platform migrations while ensuring data continuity.
Cross-Functional Collaboration
Proven ability to collaborate with Product and Engineering teams to relay structured customer feedback and voice-of-the-customer insights, directly influencing roadmap priorities and contributing to platform improvements.
Technical Troubleshooting & Escalation Management
Skilled in diagnosing root causes of platform issues by reading logs and channel extranets, and escalating bugs with structured technical documentation to accelerate resolution cycles.
Project Management & Documentation
Experience applying project management principles to deliver structured operational support, including building and maintaining onboarding playbooks and internal documentation to standardize processes.
Vacation Rental Operations
End-to-end management of vacation rental property portfolios across Airbnb and Booking.com, including channel manager configuration, listing setup, pricing rules, availability sync, and guest communication.
Digital Marketing
Specialist qualification in Digital Marketing from Algebra University College, providing a foundation in digital communication and marketing strategy.
Experience
Professional experience5 - 10 years
Freelancer since2022
Languages
EnglishFluentCroatianNative speaker
Project history
Managed end-to-end customer onboarding lifecycle from kickoff through go-live and long-term adoption. Owned a high-touch customer portfolio, proactively identified at-risk accounts, troubleshot OTA integration issues, escalated platform bugs with structured documentation, collaborated cross-functionally with Product and Engineering, managed support queues of 10 to 50+ tickets daily, and built onboarding playbooks and internal documentation.
Managed end-to-end operations for a portfolio of 6 vacation rental properties across Airbnb and Booking.com. Configured and maintained channel manager platforms (MyRents, Rentlio), led platform migrations, and delivered structured operational support including reservation management, guest communication, and pricing updates.
Managed administrative processes, document organisation, and client correspondence.