Salesforce
MARYNA HRYNCHUK
Customer Success Manager & Implementation Consultant
Vienna
Summary
Dynamic Customer Success Manager and Implementation Consultant with over three years of B2B SaaS experience, recognized for driving exceptional retention, expansion, and product adoption. Achievements include a remarkable 92% renewal rate and 11-15% account growth, underscoring a commitment to client satisfaction and success. Expertise in onboarding, conducting QBRs, and fostering cross-functional collaboration in remote environments enhances the ability to build strong relationships with diverse stakeholders. Collaborative leader dedicated to creating an empowering work culture while leveraging analytical problem-solving skills to deliver tailored solutions that boost employee engagement and performance.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Customer Success Manager / Implementation Consultant
Occupop (now Cezanne HR)
11.2022 - Current
- Played a key role in the migration of customers from Occupop to Cezanne HR, coordinating the transition and ensuring minimal disruption to client recruitment and HR processes.
- Established migration workflows and implementation processes, including tailored plans for different customer segments and system packages.
- Worked cross-functionally with Product, Development, Customer Success, and Sales teams to manage migration timelines, technical requirements, and customer communication.
- Supported customers through implementation and onboarding, providing guidance on system setup, best practices, and adoption.
- Identified technical issues, customer requirements, and process improvements during the integration phase and contributed to internal documentation for future migrations.
- Managed the full lifecycle of 150+ mid-market B2B SaaS customers, ensuring strong engagement and long-term relationships.
- Achieved 92% customer retention through proactive risk management and ongoing customer support.
- Built and executed Customer Success Plans aligned with client business goals.
- Led Quarterly Business Reviews (QBRs), customer trainings, and strategic check-ins with key stakeholders.
- Drove renewals and account expansion, generating 11–15% growth within the customer portfolio.
- Monitored customer health, feedback, and escalations in Salesforce, collaborating with internal teams to improve product offerings and customer experience.
Customer Care Agent / Sales Order Processor
GFI Software
08.2019 - 10.2022
- Acted as a customer advocate, supporting clients throughout the order lifecycle by handling high volumes of inquiries, assisting with product information and order placement, and providing regular updates on order status and deliveries.
- Proactively resolved order issues and conducted follow-ups to ensure customer satisfaction while building strong relationships through responsive, personalized service.
- Collaborated with sales, logistics, and operations teams to meet delivery expectations, shared customer feedback to improve processes, and consistently met call center performance metrics.
Education Manager
China Youth International
09.2018 - 07.2019
- Spearheaded the incorporation of technology into classrooms, enhancing the learning experience for all students.
- Facilitated staff meetings focused on analyzing student data and identifying strategies for continuous improvement in teaching practices.
- Conducted ongoing evaluations of curriculum materials to ensure alignment with state standards.
- Promoted professional development for teachers, resulting in improved teaching practices and increased student success rates.
Inside Sales Representative
GFI Software
10.2017 - 07.2018
- Managed over 50 customers
- Acted as a customer advocate, supporting clients throughout the order lifecycle by handling high volumes of inquiries, assisting with product information and order placement, and maintaining regular communication on order status, deliveries, and changes.
- Resolved order issues proactively, conducted follow-ups and post-order support to ensure satisfaction, and built strong customer relationships through responsive, personalized service.
- Collaborated with sales, logistics, and operations teams to meet delivery expectations, shared customer feedback to improve processes, and consistently met call center performance metrics while contributing to team success.
Head of Quality Assurance /Customer Service Team Manager
Cience (former Leadware.io)
01.2015 - 10.2017
- Improved customer satisfaction and product quality by 19% by responding promptly to inquiries, investigating issues, implementing corrective actions, collaborating with other teams, and introducing more rigorous inspection processes and updated operating procedures.
- Collaborated with suppliers and vendors to establish quality standards, conducted performance evaluations, and ensured consistent product quality across the supply chain.
- Developed and maintained quality documentation and standard operating procedures, ensuring compliance with industry regulations and consistent processes across departments.
Education
Master of Science - Educational Management, Pedagogics, and Psychology
Sumy State A.S. Makarenko Pedagogical University
Sumy, Ukrainę07.2013
Bachelor of Science - Philology (Foreign Languages)
Sumy State A.S. Makarenko Pedagogical University
Sumy, Ukrainę07.2012
Skills
Client Relationship Management
Account Management
Customer Retention Strategies
Customer Onboarding
Customer Engagement
Customer Satisfaction Monitoring
Customer Advocacy
CRM Data Analysis
SaaS Management
Strategic Planning
Revenue Growth
Training and Mentoring
Software
Hubspot
Intercom
Zendesk
PlanHat
Mondaycom
Timeline
Customer Success Manager / Implementation Consultant
Occupop (now Cezanne HR)
11.2022 - Current
Customer Care Agent / Sales Order Processor
GFI Software
08.2019 - 10.2022
Education Manager
China Youth International
09.2018 - 07.2019
Inside Sales Representative
GFI Software
10.2017 - 07.2018
Head of Quality Assurance /Customer Service Team Manager
Cience (former Leadware.io)
01.2015 - 10.2017
Master of Science - Educational Management, Pedagogics, and Psychology
Sumy State A.S. Makarenko Pedagogical University
Bachelor of Science - Philology (Foreign Languages)
Sumy State A.S. Makarenko Pedagogical University