Katarzyna Grzywna
Vancouver,Canada
Summary
Manager, Customer Success with 7+ years of progressive experience, including 3 years in leadership roles. Proven expertise in developing and executing scalable strategies to optimize customer satisfaction, enhance retention, and drive revenue growth. Adept at leveraging data-driven insights to inform decisions, improve key performance indicators, and foster long-term customer relationships. A results-oriented leader skilled in building and mentoring high-performing teams, collaborating cross-functionally, and delivering transformative outcomes in dynamic environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager, Customer Success
Quadient CXM Canada
11.2023 - Current
- Lead the Customer Success team, establishing scalable processes and best practices to support growth and deliver exceptional outcomes
- Oversee hiring, onboarding, and coaching, fostering a high-performing, customer-focused team culture
- Monitor key performance metrics (e.g., retention, churn, upsell opportunities) and implement strategies to achieve business objectives
- Collaborate across departments to align goals, streamline operations, and ensure consistent delivery of superior customer experiences
- Drive innovation and accountability, embedding a culture of continuous learning and improvement
Team Leader, Customer Success
Quadient CXM Canada
02.2022 - 11.2023
- Guided a team of Customer Success Managers to achieve KPIs in customer onboarding, retention, and revenue expansion
- Partnered with senior leadership to analyze team data and provide actionable insights for strategic decisions
- Cultivated a supportive team environment, ensuring alignment with company objectives and delivering measurable customer value
Senior Customer Success Manager
Beanworks Solutions Inc.
04.2021 - 02.2022
- Managed a portfolio of enterprise clients, achieving high satisfaction and retention rates
- Drove product adoption through tailored strategies, contributing to significant revenue growth
- Acted as a trusted advisor, aligning product offerings with customer business goals
Customer Success Manager
Beanworks Solutions Inc.
12.2018 - 04.2021
- Built and maintained strong relationships with key stakeholders, addressing risks and opportunities proactively
- Led onboarding and training programs to ensure smooth adoption and long-term success
- Enhanced customer satisfaction by implementing tailored success plans
Customer Service Representative
Beanworks Solutions Inc.
05.2018 - 12.2018
- Delivered exceptional support, resolving inquiries efficiently and professionally in a high-volume environment
- Handled complex issues with empathy and precision, maintaining high customer satisfaction
Custody Client Service Representative
Brown Brothers Harriman
07.2016 - 11.2017
- Acted as a primary contact for custody clients, providing timely and effective resolutions to inquiries
Intern in Fund Services Advisory Department
Brown Brothers Harriman
12.2015 - 07.2016
Human Resources Manager of Incoming Global Internship Program
AIESEC
10.2014 - 03.2015
Education
Exchange term - Business
University of Victoria
Victoria, BC05.2018
Bachelor Degree - International Trade
University of Economics
07.2016
Skills
- Salesforce
- JIRA
- Intercom
- Pendo
- PowerBI
- Microsoft Office
- Google Drive
- Calendly
- Gong
- Slack
Accomplishments
- Increased customer retention by 35% year-over-year through targeted health metrics monitoring and proactive engagement strategies.
- Spearheaded a team transition to a scalable structure, improving operational efficiency by 40%.
- Developed a cross-functional initiative that boosted product adoption rates by 25% within six months.
- Consistently exceeded quarterly upsell targets, contributing an additional 10% to annual revenue.
- Successfully managed a book of business with a total ARR of $16 million and 1650 customers while maintaining churn below 6%.
Languages
Polish
Native or Bilingual
English
Native or Bilingual
German (beginner)
Elementary
Certification
- CCSM Level 1, Success Coaching, Jan 2023
- BetterManager Foundations of Management, Next Level Work, Jun 2023
Timeline
Manager, Customer Success
Quadient CXM Canada
11.2023 - Current
Team Leader, Customer Success
Quadient CXM Canada
02.2022 - 11.2023
Senior Customer Success Manager
Beanworks Solutions Inc.
04.2021 - 02.2022
Customer Success Manager
Beanworks Solutions Inc.
12.2018 - 04.2021
Customer Service Representative
Beanworks Solutions Inc.
05.2018 - 12.2018
Custody Client Service Representative
Brown Brothers Harriman
07.2016 - 11.2017
Intern in Fund Services Advisory Department
Brown Brothers Harriman
12.2015 - 07.2016
Human Resources Manager of Incoming Global Internship Program
AIESEC
10.2014 - 03.2015
Bachelor Degree - International Trade
University of Economics
Exchange term - Business
University of Victoria
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