Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
MAGDALENA ZACIEWSKA

MAGDALENA ZACIEWSKA

Wroclaw,02

Summary

Results-oriented problem solver with over 6 years experience in Customer Success and 6 years technical support within the SaaS industry. Demonstrated expertise in driving customer satisfaction, retention, and revenue growth through strategic relationship management and tailored solutions. Known for implementing game-changing processes, streamlining operations and promoting organizational efficiency. Fluent in Dutch, English, and Polish with a passion for collaborating cross-functionally and delivering high-impact value propositions.

Overview

13
13
years of professional experience

Work History

Customer Success Manager

Retail Rocket
03.2024 - Current
  • Led end-to-end onboarding and implementation of Loadstone’s modular platform—covering AI recommender engines, Customer Data Platform, CRM automation, and loyalty solutions.
  • Identified customer needs using behavioral data, and helped configure tailored product recommendations across websites, email, and in-app messaging—leading to higher conversion rates, increased AOV and improved retention.
  • Worked closely with clients to set up automated email campaigns, dynamic newsletters, and on-site recommendation blocks, aligned with segmentation, customer journeys, and campaign objectives.
  • Conducted regular business reviews and success planning sessions to map feature adoption to outcomes
  • Collaborated cross-functionally with Product, Support, and Sales to ensure continuous feedback loops, resolve technical escalations, and promote customer advocacy.
  • Drove account growth and renewal readiness by identifying upsell opportunities and increasing feature adoption—leading to a 30% lift in ACV and improved customer satisfaction scores.

Customer Success Manager

Hello Energy
01.2022 - 09.2023
  • Reduced time to value from 90 days to 60 days by streamlining onboarding processes and providing tailored customer training.
  • Reduced customer churn rate by 15% within a year by developing and executing targeted retention strategies.
  • Led project management and implementation efforts.
  • Assisted customers with software adoption, expanding usage through cross-selling and up-selling, and demonstrated value through demos, presentations and training sessions.
  • Built and maintained strong relationships with customers, ensuring successful adoption and utilization of SaaS products.

Customer Success Manager

Unit4
01.2019 - 12.2021
  • Increased average customer lifetime value by 20% through strategic upselling and cross-selling initiatives.
  • Increased Net Promoter Score from 60 to 75 over 12 months by implementing a customer feedback and improvement program.
  • Partnered with Account Management, Sales, Professional Services and Product to determine the best approach for the offerings.
  • Conducted regular Business Reviews (QBRs) with C-level executives and other decision makers.
  • Assisted clients in mapping their budget and priorities to scope and deployment strategy, ensuring alignment with project goals.
  • Identified potential risks, proactively addressing them to prevent escalation, and managed multiple customer journeys simultaneously.

Customer Support Specialist

Exact
12.2017 - 12.2018
  • Supported customers with product-specific and general support questions ensuring quick and efficient solutions.
  • Provided solutions quickly, building strong relationships with the internal Customer Service / Support Organization.
  • Maintained customer databases and improved website usability to enhance the customer experience.

Application Support Consultant

Unit4
04.2015 - 11.2017
  • Coordinated work between local teams in Benelux and the support team in Poland to provide optimal customer results. Provided application and technical support for Unit4 Business World.
  • Created value propositions and developed cost estimates for consulting efforts.
  • Delivered high-impact professional services value propositions and performed knowledge transfer to the delivery team.
  • Handled escalations and customer complaints, maintaining a high level of support and satisfaction.

Customer Chat Representative

Becton Dickinson
05.2014 - 02.2015
  • Supported customers with product-specific and general support questions via chat.
  • Improved customer database maintenance and website usability to enhance the customer experience.

Maintenance Service Representative

Alcatel Lucent - CSS Corp
10.2013 - 04.2014
  • Identified overdue and upcoming maintenance renewals, prepared quotations, and negotiated contract prices with business partners.
  • Interacted with various departments to resolve maintenance and database queries, improving processes and achieving targets.

Technical Support Representative

Belkin - CSS Corp
03.2013 - 09.2013
  • Diagnosed and resolved LAN, WLAN, and personal electronic device issues, guiding customers through software applications and hardware interfaces on the phone.
  • Effectively communicated technical solutions, enhancing customer understanding and satisfaction.
  • Recorded and tracked issue resolution progress in the database during customer calls, ensuring comprehensive follow-up and support.

Education

English Philology -

UNIVERSITY OF ZIELONA GORA
Zielona Gora
06-2008

Skills

  • Customer account management
  • Customer relationship building
  • Customer retention
  • Client relations
  • Customer advocacy
  • Strategic planning
  • Revenue growth
  • Lead generation
  • Project planning
  • CRM software

Languages

English
Bilingual or Proficient (C2)
Dutch
Bilingual or Proficient (C2)
Polish
Bilingual or Proficient (C2)
German
Limited Working

Timeline

Customer Success Manager

Retail Rocket
03.2024 - Current

Customer Success Manager

Hello Energy
01.2022 - 09.2023

Customer Success Manager

Unit4
01.2019 - 12.2021

Customer Support Specialist

Exact
12.2017 - 12.2018

Application Support Consultant

Unit4
04.2015 - 11.2017

Customer Chat Representative

Becton Dickinson
05.2014 - 02.2015

Maintenance Service Representative

Alcatel Lucent - CSS Corp
10.2013 - 04.2014

Technical Support Representative

Belkin - CSS Corp
03.2013 - 09.2013

English Philology -

UNIVERSITY OF ZIELONA GORA
MAGDALENA ZACIEWSKA