08/08/2026 updated
partially available
info: Available evenings and weekends
Senior Customer Success Manager
Prishtina, Kosovo
Only remote
Professional background in CS Support , CSM, experience in SaaS solutions, Salesforce, CRMAbout me
Customer Success Manager with experience in SaaS, Salesforce, CTI integrations, and Microsoft Teams solutions. I help companies optimize software adoption, improve processes, and build strong customer relationships through onboarding, consulting, and strategic account management.
Customer Relationship ManagementConsumer Relationship SystemsCustomer Interaction Management (Software)Service Control ManagementCustomer SupportSalesforce Lightning
Customer Success Management
Expertise in managing enterprise customer relationships, onboarding customers to web and app platforms, and implementing Customer Health Score, NPS, Referral Program, and NRR metrics to drive retention and growth.
CRM Tools (Salesforce & Insightly)
Proficiency in CRM systems including Salesforce and Insightly for managing customer interactions, tracking inquiries, and maintaining accurate records of customer journeys and lifecycles.
Team Leadership & Training
Experience in recruiting and training new team members, conducting team meetings and monthly one-on-ones, and leading customer success teams including troubleshooting for both team members and customers.
KPI Management
Responsibility for key performance indicators including Churn Rate, Cancellation Rate, Win-Back Rate, NRR, and NPS to monitor and improve customer success outcomes.
Project Management (GUIDE CX)
Application of project management tools such as GUIDE CX to plan and implement projects effectively within enterprise environments.
Microsoft Office
Solid command of Microsoft Office applications for documentation, reporting, and communication tasks in professional settings.
Onboarding Architecture
Design and execution of structured onboarding processes for enterprise customers, ensuring smooth integration and adoption of products and services.
Management & Leadership (AUK Certified)
Formal qualification in Management and Leadership from AUK, complemented by a Train the Trainers certification, supporting structured team development and organizational leadership.
Expertise in managing enterprise customer relationships, onboarding customers to web and app platforms, and implementing Customer Health Score, NPS, Referral Program, and NRR metrics to drive retention and growth.
CRM Tools (Salesforce & Insightly)
Proficiency in CRM systems including Salesforce and Insightly for managing customer interactions, tracking inquiries, and maintaining accurate records of customer journeys and lifecycles.
Team Leadership & Training
Experience in recruiting and training new team members, conducting team meetings and monthly one-on-ones, and leading customer success teams including troubleshooting for both team members and customers.
KPI Management
Responsibility for key performance indicators including Churn Rate, Cancellation Rate, Win-Back Rate, NRR, and NPS to monitor and improve customer success outcomes.
Project Management (GUIDE CX)
Application of project management tools such as GUIDE CX to plan and implement projects effectively within enterprise environments.
Microsoft Office
Solid command of Microsoft Office applications for documentation, reporting, and communication tasks in professional settings.
Onboarding Architecture
Design and execution of structured onboarding processes for enterprise customers, ensuring smooth integration and adoption of products and services.
Management & Leadership (AUK Certified)
Formal qualification in Management and Leadership from AUK, complemented by a Train the Trainers certification, supporting structured team development and organizational leadership.
Experience
Professional experience5 - 10 years
Freelancer since2022
Languages
GermanNative speakerEnglishGood
Project history
Acting as Onboarding Architect, supporting 50-80 enterprise customers, participating in discussions and meetings including QBRs, and planning and implementing projects.
Represented Agrando to 50 customers, onboarded customers to web and app platforms, assisted procurement and recommended actions to meet quarterly targets, implemented Customer Health Score, NPS, Referral Program, and NRR, and was promoted to Team Lead due to these initiatives.
Recruiting and training new team members (A++ players), leading customer success including troubleshooting for team and customers, conducting team meetings and monthly one-on-ones, managing customer interactions, inquiries, and concerns, and responsible for key KPIs: Churn Rate, Cancellation Rate, Win-Back Rate, NRR, NPS.