Senior Customer Success Manager | 6+ Years of Experience in Retention, Adoption & Revenue Growth

• Identified that 25% of SMB accounts were underutilizing core features within the first 90 days and built a targeted success plan to close adoption gaps, resulting in a 20% increase in feature activation, and achieving a 112% NRR.

• Led a portfolio of 300+ SMB SaaS customers with an ACV between €2,400-€7,000 and a €1.5 million ARR total, owning renewal targets and maintaining 96% gross retention.

• Recovered 34 at-risk accounts before they escalated to churn by formalizing a structured feedback loop between 300+ SMB customers and the Product team, translating Tableau usage patterns into prioritized roadmap decisions.

• Uncovered and closed 47 upsell opportunities across the portfolio by tracking expansion signals in Salesforce, converting 35 accounts to multi-year contracts, and exceeding €65,000 above the €200,000 renewal quota.

- Managing a portfolio of Medium-Market customers and owning the post-onboarding customer relationship.

- Guiding customers on best practices for using Airbnb features, integrations, and automation tools.

- Driving product adoption, account growth, renewals, and customer satisfaction.

- Monitoring customer health, identifying risks and opportunities, and proactively addressing challenges

- Collaborating cross-functionally with Support, Product, Sales, and Onboarding teams to advocate for customer needs.

- Delivering strategic check-ins, performance reviews, and value-driven recommendations.