Customer Success ManagerCustomer Success Manager
Marko
$2,500
per month
($14/hour)
Profile Description
Customer support leader with 10+ years across SaaS and marketplace platforms, spanning individual contributor to team lead roles. Built and scaled support teams (2→5 members), trained and mentored 20+ agents, and consistently delivered 90%+ CSAT with 1-hour response times. Experienced owning the full support function — hiring, training, QA, escalation management, and documentation — while staying hands-on with complex tickets. Comfortable in fast-moving, remote-first SaaS environments.
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Content & Writing
Data & Analytics
E-commerce & Marketplace
Finance & Accounting
Sales & Business Development
Specialized Skills
Virtual Assistance & Admin
Work Experience
Lead Support Specialist
Synder Inc
Jan 2023 - Feb 2025
Key Achievements:
- Led the APAC support team across email, phone, and live chat, sustaining 1-hour response times and 90%+ CSAT. - Trained and onboarded new specialists, monitored team performance, and ran quality checks. - Reported issue trends to product/ops and analyzed balance sheet discrepancies for customers. - Authored and maintained help documentation used across the team.
Customer Success Manager
Wizy Inc
Aug 2019 - Dec 2021
Key Achievements:
- Owned the full customer journey — pre-sales demos, onboarding, technical support, and renewals — for a $50K ARR portfolio across 150 accounts. - Built the company's Customer Success playbook from scratch; hired, trained, and mentored the CS team. - Produced training content (video tutorials, product blogs) and maintained the Help Center.
Customer Success Specialist
Flippa
Apr 2017 - May 2019
Key Achievements:
- Designed the Marketplace Integrity workflow — fraud investigation, due diligence review, dispute resolution — enabling sellers to go live within a 2-day SLA. - Led training for new hires and grew the Integrity team from 2 to 5 members. - Balanced buyer/seller trust and safety with marketplace growth targets.
Customer Service Representative
Telstra
Jul 2014 - Mar 2017
Key Achievements:
- Provided floor support, verifying resolution accuracy across the team. - Managed escalations and complex customer complaints end-to-end. - Coached and mentored a team of 20 agents, building individual action plans that contributed to the team's Best Performing Team recognition (2015–2017).