Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
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Łukasz Kupiec

Łukasz Kupiec

Summary

Customer Success Leader with extensive experience in B2B SaaS, e-commerce, and customer service operations. Proven ability to build, scale, and optimize teams to improve retention, increase revenue, and enhance customer experience. Expertise in strategic planning, process optimization, and cross-functional collaboration to drive business success. Established and built Customer Success departments from scratch at Thulium, Packhelp, and Livespace.

Overview

18
18
years of professional experience
1
1
Certification

Work history

Head of Customer Success

Thulium
06.2023 - Current
  • Created and led the Customer Success Department from scratch.
  • Managed and scaled two teams: Customer Success Managers & Onboarding Specialists.
  • Reduced onboarding time by 50% (from 60 to 30 days).
  • Increased revenue by 10% through upselling and pricing optimization.
  • Implemented Product-Led Growth strategies, improving adoption and retention.
  • Partnered with executive leadership on strategic priorities and business growth.
  • Established and improved key metrics: Customer Health Score, NRR, Product Adoption Score, Onboarding Time.

Head of Customer Experience

Packhelp
08.2022 - 01.2023
  • Established and led the Customer Experience Department.
  • Optimized self-service materials and customer support processes.
  • Developed playbooks for consistent customer interactions.
  • Managed customer feedback loops and implemented process improvements.
  • Established and improved key metrics: NPS, Customer Health Score, NRR.

Head of Customer Success

Livespace
11.2016 - 07.2022
  • Created and scaled the Customer Success Department from scratch.
  • Led teams of CSMs, Onboarding Specialists, Support, and Customer Experience Experts.
  • Reduced churn by 50% (6% to 3%) through strategic education and engagement.
  • Drove 60% revenue growth from high-value enterprise customers.
  • Built an automated self-service framework, reducing support tickets by 50%.
  • Collaborated with Product & Sales teams on pricing, feature development, and roadmap decisions.
  • Established and improved key metrics: NPS, Customer Health Score, Product Adoption Score, Onboarding Time, NRR, CSAT.
  • Promoted from Senior CSM to Head position on July 2018.

Sales Team Manager

Aviva
10.2015 - 10.2015
  • Led B2C & B2B sales teams in the North region of the Polish market.
  • Optimized sales processes for regional teams, increasing efficiency.
  • Provided product coaching and sales training for insurance agents.
  • Co-organized marketing events and generated outbound leads.

Service Desk Manager & Team Lead

Wirtualna Polska
03.2014 - 09.2015
  • Led the Service Desk Team and developed incident management processes.
  • Reorganized the entire Service Desk Team, improving response times & SLA
  • Developed and optimized Service Desk playbooks and knowledge base.

Service Desk Manager

Grupa o2
06.2007 - 05.2014
  • Managed incidents and service requests based on impact and urgency.
  • Optimized Service Desk workflows and knowledge base.
  • Promoted to Service Desk Team Lead, leading team integration after Grupa o2 and Wirtualna Polska fusion.

Education

Bachelor of Arts - Marketing & Management

University of Finance and Management
Bialystok, Poland

Skills

  • Customer Success Management
  • Product Management & Pricing Optimization
  • Team Leadership & Mentorship
  • Customer Onboarding & Retention
  • Strategic Planning & Execution
  • Leadership skills
  • Creative thinking
  • Decision making

Languages

Polish
Native
English
Native

Certification

Product-Led Growth Certificate (2022)

Customer Success Excellence Certificate (2018)

Team Leadership Certificate (2018)

Timeline

Head of Customer Success

Thulium
06.2023 - Current

Head of Customer Experience

Packhelp
08.2022 - 01.2023

Head of Customer Success

Livespace
11.2016 - 07.2022

Sales Team Manager

Aviva
10.2015 - 10.2015

Service Desk Manager & Team Lead

Wirtualna Polska
03.2014 - 09.2015

Service Desk Manager

Grupa o2
06.2007 - 05.2014

Bachelor of Arts - Marketing & Management

University of Finance and Management

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Łukasz Kupiec