Irina Sergushina
Oak Park
Summary
Strategic Customer Success leader with a successful track record in managing high-value portfolios exceeding $2M. Achieved a 99% Net Revenue Retention through proactive relationship management and targeted growth strategies. Focused on aligning client objectives with platform capabilities to drive retention and expansion.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Strategic Account Manager - Enterprise Accounts
Everflow
Los Angeles
01.2024 - Current
- Own and strategically manage a $2M+ portfolio of high-value client accounts, consistently exceeding KPIs for retention, expansion, and product adoption.
- Sustain 99% NRR by developing and executing proactive account strategies and deep relationship management.
- Drove revenue growth by identifying and executing upsell and cross-sell opportunities.
- Serve as a strategic advisor, aligning platform capabilities with critical client business objectives.
- Leveraged data analytics to uncover performance improvement and growth opportunities for campaigns, enhancing client value.
- Successfully collaborated with Marketing, Product, and Partnerships teams to align client needs with product capabilities and go-to-market initiatives
- Mentored junior account managers on best practices and relationship building.
- Managed contract negotiations to ensure favorable terms for both parties.
- Conducted regular account reviews to assess performance and client satisfaction, ensuring alignment with strategic goals.
Customer Success Manager – Onboarding & Account Management
Everflow
Los Angeles
06.2022 - 01.2024
- Led end-to-end client onboarding, reducing time-to-value for new clients by 50%.
- Managed ongoing client relationships, leading to improved retention rates and engagement.
- Identified and capitalized on expansion opportunities, successfully increasing client investment and usage.
- Collaborated cross-functionally to deliver tailored solutions and resolve complex client needs.
- Developed training materials and conducted sessions for new users on platform features.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
Customer Success Manager – Support
Everflow
Los Angeles
10.2021 - 06.2022
- Enhanced client experience through proactive support and strategic guidance, conducting root-cause analysis to address issues.
- Cultivated strong client relationships, establishing a foundation for long-term retention and loyalty.
- Managed diverse client portfolio, resolving complex technical and performance issues to enhance satisfaction.
Senior Business Development Manager
UNIFD
Thousand Oaks
07.2021 - 10.2021
- Delivered advanced programmatic CTV and digital audio advertising solutions to drive client success.
- Built strategic partnerships to expand client reach and market engagement.
- Ensured measurable campaign performance and clear alignment with client objectives.
Senior Publisher Development Manager
Bold Collective
Thousand Oaks
10.2019 - 07.2021
- Grew and managed the publisher portfolio, consistently exceeding defined revenue targets.
- Optimized campaign performance across CPI, CPA, and CPR models to maximize partner revenue.
- Identified and onboarded new monetization opportunities, increasing partner investment.
Client Services Manager
Bold Collective
Thousand Oaks
03.2018 - 10.2019
- Managed publisher relationships and drove campaign performance optimization.
- Recruited and onboarded new publishers, ensuring alignment with company strategy.
- Provided operational support and training to internal teams.
Senior Sales Account Manager
FogzyAds
St. Petersburg
08.2014 - 07.2016
- Managed and optimized CPM campaigns across mobile and desktop platforms.
- Built and maintained strong advertiser relationships.
- Trained and mentored new sales account team members.
Education
Specialist Degree - Linguistics & International Communication
Moscow State Regional Institute of Humanities
Skills
- Revenue Growth & Expansion
- Customer Retention & NRR Optimization
- Industry awareness
- Relationship building
- Data Analysis & Performance Optimization
- Client Relationship Management
- Onboarding & Implementation Strategy
Certification
- AI for Everyone (Deeplearning.ai)
- Trading Academy Certified – Professional
- Customer Service: Problem Solving & Troubleshooting
- Foundations: Data, Data, Everywhere (Google)
Accomplishments
- Successfully managed a $2M+ portfolio of strategic client accounts.
- Maintained 99% Net Revenue Retention (NRR) across the book of business, demonstrating exceptional client satisfaction and value delivery.
- Consistently exceeded quarterly upsell and cross-sell targets, driving significant expansion revenue.
- Achieved top-performance status, rapidly progressing from onboarding within 2 quarters.
- Increased platform adoption and client investment through proactive, strategic account planning.
Timeline
Senior Strategic Account Manager - Enterprise Accounts
Everflow
01.2024 - Current
Customer Success Manager – Onboarding & Account Management
Everflow
06.2022 - 01.2024
Customer Success Manager – Support
Everflow
10.2021 - 06.2022
Senior Business Development Manager
UNIFD
07.2021 - 10.2021
Senior Publisher Development Manager
Bold Collective
10.2019 - 07.2021
Client Services Manager
Bold Collective
03.2018 - 10.2019
Senior Sales Account Manager
FogzyAds
08.2014 - 07.2016
Specialist Degree - Linguistics & International Communication
Moscow State Regional Institute of Humanities