Simon Kushnirenko
Senior Customer Success Manager
Builder-CSM who turns product adoption into revenue growth. I design the systems, playbooks, and automations that drive retention and expansion.
The Builder-CSM
I'm a Builder-CSM with over 5 years turning Customer Success from a cost center into a revenue engine. My approach: combine the high-touch empathy needed for Enterprise accounts with the operational rigor to scale—then turn adoption into expansion.
My journey started at Uber, where I learned to use data (SQL) to solve problems at scale across EMEA. At Prismic.io, I managed a $2M+ ARR portfolio achieving 115% NRR, while launching their Agency Partnership program from scratch—signing 30+ partners in year one. Most recently at AdCreative.ai, I built automated onboarding workflows that reduced churn by 15% and cut manual work by 40%, all while accelerating trial-to-paid conversion by 22% through product demos and sales collaboration.
I don't just manage accounts—I build the systems, playbooks, and automation that let CS teams punch above their weight. But I also know when to pick up the phone: I've delivered C-level QBRs, identified expansion opportunities in usage data, and partnered with AEs to close upsells. Whether it's designing health scoring frameworks, launching partnerships, or spotting revenue hiding in customer insights, I love building things that scale and move the needle.
Currently Seeking
Strategic CS leadership roles where I can build scalable success operations AND drive measurable revenue growth for high-growth SaaS companies in Europe.
$2M+ Portfolio Growth Engine
From Retention to Revenue Expansion
Challenge
Managing 50+ strategic accounts required balancing high-touch engagement for enterprise clients with scalable processes for the broader portfolio—while identifying expansion opportunities
Solution
Built a tiered engagement model combining automated health monitoring, proactive risk alerts, and strategic QBRs. Partnered with Sales on expansion opportunities surfaced through usage analytics
Results
Skills Used
Experience
AdCreative.ai
AI-powered SaaS platform for digital advertising creatives
Customer Success Manager
Key Achievements
- Accelerated trial-to-paid conversion rates by 22% through 30+ live product demos and data-backed pitch decks that addressed SMB pain points, reducing sales cycle by 15 days
- Built account health monitoring framework with automated churn risk alerts, enabling proactive interventions that reduced attrition by 15% and contributed to 115% NRR
- Designed automated customer journey workflows for billing, invoicing, and communications—scaling engagement capacity by 40% while maintaining high-touch quality for priority accounts
- Reduced first-response time from 4 hours to 45 minutes (81% improvement) via AI-powered chatbot workflows, enabling team to prioritize high-value accounts and driving 12% CSAT increase
Tools & Technologies
Prismic.io
Headless CMS enabling developer-content creator collaboration
CSM / Account Manager
Key Achievements
- Managed portfolio of 50+ strategic accounts ($2M+ ARR) using scalable engagement strategies—automated workflows, group webinars, and self-service resources—while maintaining premium service for enterprise accounts
- Boosted customer retention by 15% over two years through targeted engagement strategies and proactive outreach based on usage analytics and health scores
- Delivered C-level product demos and ROI presentations using Pitch.io, directly supporting expansion discussions and executive decision-making
- Created partnership program presentations and pricing proposals to support business development and identify cross-sell opportunities within existing accounts
- Led onboarding and account management processes that resulted in 30% churn reduction over 12 months through process enhancements and proactive risk identification
- Partnered with Product Marketing and UX teams to resolve operational bottlenecks (25% reduction), achieving 15% increase in client satisfaction scores
Tools & Technologies
Uber
Global technology transportation platform
Account & Security Risk Specialist
Key Achievements
- Investigated credit card fraud and payment security incidents across EMEA, using SQL to identify fraud patterns and protect both the platform and legitimate customers
- Analyzed account-level data to detect suspicious activity, preventing financial losses and maintaining customer trust at scale
- Coordinated with cross-functional teams (Payments, Compliance, Trust & Safety) to resolve complex fraud cases and improve detection processes
- Produced analytical reports that guided leadership on fraud trends and process optimizations, developing the data-driven approach I now apply to customer health monitoring
Tools & Technologies
Skills & Tools
Revenue & Growth
Customer Engagement
Tools & Platforms
Process & Operations
Case Studies
Real problems I've solved and the results they delivered
Proactive Churn Prevention at Scale
AdCreative.ai - High-growth AI platform
Rapid customer growth meant at-risk accounts weren't identified until it was too late, leading to preventable churn
Built health monitoring framework with automated alerts in CRM. Created playbooks for different risk levels, enabling proactive intervention before customers disengaged
- 15% reduction in attrition
- 115% NRR contribution
- Proactive outreach to at-risk accounts within 24 hours
Driving Adoption Through Value Demonstration
Prismic.io - Enterprise CMS
Enterprise accounts weren't fully adopting platform capabilities, limiting expansion potential and creating churn risk
Developed ROI-focused QBR framework and C-level presentations. Created content assets (video guides, webinars) to drive feature adoption and demonstrate measurable value
- 15% retention improvement over 2 years
- 15% increase in client satisfaction
- Expansion opportunities identified through adoption analysis
Scaling CS Without Losing Quality
Growing portfolio with limited resources
Team needed to manage more accounts while maintaining service quality for high-value customers
Designed tiered engagement model with automated workflows for routine touchpoints, freeing CS team to focus on strategic accounts and expansion conversations
- 40% reduction in manual work
- 81% faster response times
- Maintained premium service for enterprise accounts
Education & Credentials
Education
Master's Degree in International Business
Krakow University of Economics
Bachelor's Degree in Law
Kharkiv National Law University
Certifications
Introduction to SQL
DataCamp
Introduction to Python
DataCamp
Monetizing AI
DataCamp
Languages
English
Fluent
French
C1
Ukrainian
Fluent
Russian
Fluent
What I'm Learning
Advanced Account Analytics
Predictive health scoring and churn modeling
Revenue Operations
CS-Sales alignment and expansion playbooks
Modern CS Platforms
Vitally, ChurnZero, Gainsight deep-dives
Let's Connect
Simon Kushnirenko
I'm currently exploring strategic Customer Success leadership opportunities in Paris and across Europe. Whether you're hiring, want to chat about CS operations, or just want to connect—I'd love to hear from you.
Open to: