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Alexander Ivanov

@alexanderivanov3

Customer Success executive advising HostArmada and Conquex, lifting reseller NRR above 110% with a repeatable retention model.

Bulgaria

Message

What I'm looking for

I’m looking for a Director-level Customer Success or Account Management role, remote or hybrid, focused on DACH and EMEA. I want to bring my commercial and operational model to a company that earns its revenue by keeping customers.

At HostArmada, I led the customer-success function as a fractional Head of CS, helping lift reseller and agency NRR above 110% through structured renewals, health scoring, and expansion. I also introduced my 24/4/1 Response Standard, and client leadership teams now run the model without me in the room.

At Patmos, I grew managed ARR from $6.8M to $8.2M, cut churn from 8% to 4%, and held GRR at 96–98%. I’m now ready to bring this commercial and operational model to a Director-level Customer Success or Account Management role at a company that earns its revenue by keeping customers.

Experience

Work history, roles, and key accomplishments

Current

Fractional Head of Customer Success

Current

Independent

Jun 2024 - Present (2 years 5 months)

Advisory engagements for founders and CEOs across SaaS, cloud-infrastructure and software-services companies, with a combined book exceeding $10M ARR under advisory. Led customer-success function for HostArmada, lifting reseller NRR into 110%+ range, and built forecasting and customer-health layers for other clients.

Customer Success Account Management NRR GRR Churn Reduction Health Scores MEDDPICC Forecasting QBR Leadership React Favor 24 4 1

Enterprise Accounts & Customer Growth Lead

Patmos

Mar 2022 - Jun 2024 (2 years 3 months)

Grew managed ARR from $6.8M to $8.2M, cut churn from 8% to 4%, and held 96-98% GRR with 106-121% NRR. Built and led a three-person growth team to 98% forecast accuracy across roughly 180 renewals a year.

Customer Success Account Management NRR GRR Churn Reduction MEDDPICC SPIN Forecasting QBR Leadership React

Enterprise Account Manager — DACH Expansion

THEO Technologies

Jul 2020 - Nov 2021 (1 year 4 months)

Grew a €7.2M ARR portfolio to 98% GRR, 104% NRR and 98% renewal performance, with DACH accounts contributing the majority of the NRR uplift. Deepened relationships with marquee enterprise customers through Executive Business Reviews.

Account Management NRR GRR Renewals Executive Business Review DACH Market Enterprise SaaS

Customer Success Manager (Retention & Commercial Growth Lead)

Regiocom SE

Feb 2019 - Jul 2020 (1 year 5 months)

Built the commercial layer for a BPO-operated Telekom Germany book, growing daily add-on sales from ~20-25 to ~130-155 per day and raising price points. Took annual account churn from 18% to 6% and delivered 166% NRR with 95% GRR, earning the Deutsche Telekom award.

Customer Success Account Management NRR GRR Churn Reduction MEDDPICC Success Coach React Favor Team Leadership Coaching

Enterprise Account Manager — Networking & UC

Ingram Micro

Oct 2016 - Feb 2019 (2 years 4 months)

Grew managed ARR 118% to ~€700K while holding 96-100% GRR and 101-120% NRR, building the Avaya enterprise book across DACH. Negotiated enterprise agreements up to €300K with strategic accounts including Sparkasse, Bechtle, PTS and PCS.

Account Management Networking Unified Communications Avaya Negotiation DACH Market Enterprise Sales

Education

Degrees, certifications, and relevant coursework

Technische Universität Dresden

LL.M. Economics Law, Law

Earned an LL.M. in Economics Law and an LL.B. from Technische Universität Dresden, with legal training applied to contract negotiation and commercial terms.