Customer Success Lead / Analyst at The Wave (Saas)

Implemented new processes from customer signature to project delivery, while listening to their needs and understanding their problems. Created internal and client-facing KPIs to identify opportunities, resolve issues, and improve platform usage and service quality in the media sector. Created documentation and use cases that drove platform adoption and optimized usage across key accounts.

Customer Success Manager / Analyst at Qualifio (Saas)

Led implementation of loyalty programs after analyzing customer business challenges to improve acquisition and loyalty presented to C-level clients. Developed new customer health scores using KPIs to forecast budget and churns. Managed a portfolio of 35 customers generating €500K annually across various sectors, achieving 97% renewal rate with 20% expansion. Acted as a liaison between technical teams and business stakeholders to ensure alignment, manage expectations, and resolve conflicts.