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Evgeniya Z. — Senior Customer Success Manager from Uzbekistan

Evgeniya Z.

Senior Customer Success Manager

Uzbekistan 6+ years
Open to offersNew to Platform
Languages
EnglishRussian
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About

Evgeniya Z. is a seasoned Senior Customer Success & Implementation Manager with over 12 years of experience in the B2B SaaS landscape. Adept at guiding enterprise and SMB clients through every phase of the customer journey, Evgeniya has a proven history of managing full customer lifecycles, from initial discovery and implementation to retention and revenue expansion. Evgeniya's expertise spans customer success strategy, enterprise account management, and complex software implementations, ensuring exceptional client experiences while driving business outcomes. At RapidDev, Evgeniya manages a portfolio of strategic SMB and enterprise customers within custom software projects and leads complex escalations to protect customer satisfaction. Previously at Improvado, she spearheaded the onboarding and implementation processes, designing frameworks that halved the onboarding time. She also managed a team of Onboarding Specialists, enhancing cross-functional delivery and customer success quality. Fluent in English, Russian, Ukrainian, and with a strong understanding of German, Evgeniya graduated with a specialist degree in Foreign Philology.

Experience

  • Customer Success Manager

    RapidDev · 2024 — Present
    Manage a diverse portfolio of strategic SMB and enterprise customers for custom software development projects. Build lasting relationships with executive stakeholders to align delivery with business objectives. Lead customer escalations by balancing expectations, feasibility, and commercial priorities to ensure satisfaction and retention. Collaborate with Project Managers, Solution Engineers, Engineering, and QA teams for the successful delivery of software solutions. Conduct Quarterly Business Reviews to present outcomes, progress, customer health, and strategic advice. Identify customer risks and opportunities through health monitoring and success planning. Facilitate expansion discussions by advising on new features, optimization initiatives, and additional services. Established structured customer feedback mechanisms, enhancing visibility into sentiment and fostering service improvements.

  • Onboarding Team Lead / Senior Customer Success Manager

    Improvado · 2019 — 2024
    Oversaw the complete onboarding and implementation process for enterprise and SMB customers, ensuring smooth transitions from Sales to Customer Success and speeding up customer time-to-value. Assessed customer business needs during the Sales handoff, developing implementation roadmaps and defining deliverables. Managed a team of Onboarding Specialists by providing coaching and performance guidance while improving processes to maintain consistent implementation quality. Coordinated with Product and Engineering teams, proactively managing project risks and implementation timelines. Developed standardized onboarding playbooks to enhance scalability and consistency, cutting onboarding time from 5 months to 3 months. Introduced milestone reviews and health metrics to enhance the onboarding experience. Collaborated with Product Management to consolidate insights and influence roadmap prioritization.

  • Customer Support Manager

    Insteplab (Roundme) · 2016 — 2019
    Provided technical support to a global SaaS customer base utilizing Zendesk and Intercom for efficient service. Diagnosed technical issues leveraging BrowserStack and browser developer tools, coordinating solutions with Engineering teams. Managed customer knowledge base and enhanced self-service documentation. Collected customer feedback that directed product improvements and roadmap discussions. Engaged with community initiatives and supported platform moderation efforts.

  • Client Relations Manager / Sales Representative

    Siberian.pro · 2015 — 2016
    Maintained customer relationships and conducted solution discovery. Coordinated technical estimations by gathering customer requirements.

  • Customer Support Manager

    Staler · 2014 — 2015
    Delivered multi-channel customer support, resolving escalated issues. Contributed to training and mentoring new team members while supporting customer retention initiatives.

  • Customer Support Representative

    Modern Internet Technologies · 2013 — 2014
    Managed customer support operations and coordinated with vendors. Assisted in loyalty initiatives and implemented operational process improvements.

Skills & Expertise

Retention SpecialistCustomer SupportCRMSaaS Sales RepresentativeAccount ManagementCustomer ServiceProject ManagementSales

Education

  • Specialist Degree in Foreign Philology
    Kyiv National Linguistic University
  • Bachelor's Degree in Foreign Philology
    Kharkiv National Pedagogical University