Oct 2025 – Present · 6 mos · Remote · Remote

• Own and evolve HubSpot CRM architecture for Customer Success, redesigning object relationships, lifecycle stages, field standardization, and account ownership for 6,000+ paid customers, enabling scalable coverage and reliable reporting for a team of 8 CSMs and 3 AMs.
• Design and operationalize core Customer Success processes across onboarding, account management, and expansion by building automation and routing logic in HubSpot - reducing manual effort while surfacing 100+ customer-qualified sales leads (CSQLs) per month.
• Translate customer, product, and revenue data into actionable insights by defining KPIs and dashboards in partnership with Data and Product, improving visibility into customer health, adoption, and expansion opportunities across the CS organization.
• Provide analytical input that shapes cross-functional CS initiatives, contributing to an increase in onboarding adoption from 36% to 90% through improved segmentation, signal design, and process clarity.

Jan 2025 – Oct 2025 · 9 mos · Remote · Remote

• Owned strategic planning for the PLG (Product-Led Growth) post-sales journey, maintaining GRR above 65% target
• Managed a €4.5M digital book of business across ~5,000 customers with scalable, low-touch success strategy
• Led CS Operations and Enablement for the Customer Success team, stepping in after the departure of the Head of CS in December 2024
• Spearheaded cross-functional playbook updates and digital campaign automation to drive customer engagement and self-service efficiency.

Nov 2023 – Feb 2025 · 1 yr 3 mos · Remote · Remote

• Designed and implemented scalable onboarding processes to drive platform adoption and improve customer success outcomes, leveraging CRM tools to streamline communication and workflows.
• Built automated workflows and self-service resources to enhance customer engagement, reduce time-to-value, and deliver consistent digital-touch experiences.
• Utilized internal data visualization tools and multiple software platforms to analyze customer behavior and churn, uncover trends, and develop targeted retention strategies.
• Standardized and optimized internal operations, incorporating AI-driven insights and CRM automation (e.g., HubSpot) to enhance efficiency and scalability.
• Managed cross-functional initiatives, collaborating with product, sales, and marketing teams to align strategies and execute seamless customer success projects.
• Identified and addressed gaps in the customer journey, creating data-driven and automated solutions to improve the customer experience and retention.

Mar 2022 – Nov 2023 · 1 yr 8 mos · Remote · Remote

• Generated over €200,000 in sales within a year and a half by providing tailored solutions to prospects.
• Engaged with prospects to understand their hiring challenges and position TestGorilla’s platform as the ideal solution.
• Delivered impactful product demonstrations and consultations to showcase the value of skill-based hiring assessments.
• Built strong relationships with prospects, ensuring a seamless transition from initial contact to purchase.
• Provided prospect feedback to the product team, driving feature enhancements and aligning the platform with market demands.