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 Gora06-2008
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