Open to opportunities

Alex Minakov

@alexminakov2

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Customer Success executive building AI-powered, data-driven success engines that grow NRR/GRR.

Portugal

Message

What I'm looking for

I’m looking to lead customer success and account management teams building data-driven, AI-powered health and proactive value delivery—aligned to GTM—driving NRR/GRR growth through onboarding, expansions, and cross-functional execution.

I’m a Customer Success executive with 10+ years of experience architecting data-driven success engines—turning customer signals into proactive, value-based outcomes. I focus on predictive health monitoring, onboarding and time-to-value, and digital lifecycle automation that protect Gross Retention while expanding Net Revenue Retention.

In my most recent role, I managed a B2B SaaS customer portfolio across onboarding, adoption, renewal, and expansion, building tailored success plans tied to customer business goals. I tracked adoption milestones, product usage metrics, and health scores, monitored churn risk from usage and health signals, and coordinated with Support and Product to remove blockers before they escalated.

Previously at a “Crypto exchange,” I architected and deployed customer health scoring systems and built/scaled account management and growth teams from the ground up. I introduced voice-of-customer feedback loops, implemented OKR-based accountability with reporting dashboards for NRR, health scores, and expansion pipeline, and used behavioral segmentation and analytics to drive revenue growth through targeted outreach.

Earlier, at “iq option europe ltd,” I led a multilingual VIP Customer Success organization, coaching managers to hit retention and engagement KPIs while drafting OKRs for the Sales Department. I partnered with analytics to map touchpoints and moments of risk and expansion, ran data-driven email campaigns to re-engage and monetize VIP clients, and maintained compliance oversight through hiring, performance reviews, and team restructuring.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Document Workflow and Automation SaaS Platform

Jan 2024 - May 2026 (2 years 4 months)

Managed a B2B SaaS customer portfolio across onboarding, adoption, renewal, and expansion. Built success plans and monitored customer health to proactively resolve blockers, run executive reviews, and identify upsell opportunities while maintaining CRM accuracy.

Customer Onboarding Renewal Management CRM Management Voice Of Customer Cross Functional Collaboration Upsell Cross Sell

Head of Account Managers

Crypto Exchange

Jan 2022 - Jan 2024 (2 years)

Architected and deployed customer health scoring to identify at-risk accounts and prioritize outreach, reducing reactive escalations. Built and scaled account management teams, introduced VoC feedback loops, implemented OKR dashboards for NRR and health, and drove growth through targeted behavioral segmentation outreach.

Customer Health Account Management NRR GRR Strategy OKRs Voice Of Customer Dashboards Team Building Segmentation Revenue Growth

Head of VIP Customer Success

IQ Option Europe Ltd

Jan 2015 - Sep 2021 (6 years 8 months)

Led a multilingual VIP customer success organization, coaching supervisors to achieve retention and engagement KPIs. Owned Sales Department OKRs, used behavioral analytics for locale-specific messaging, ran data-triggered re-engagement campaigns, and enforced compliance, quality control, and service standards across high-value accounts.

Customer Success Team Leadership Behavioral Analytics Customer Segmentation Compliance Oversight Quality Control Customer Journey Mapping

Account Manager Supervisor

IQ Option Europe Ltd

Jan 2015 - Apr 2015 (3 months)

Supported Sales OKR drafting and improved contact quality through call listening, chat audits, and performance reporting. Led VIP onboarding journeys, ran manager 1-on-1s to develop account managers, and coordinated cross-departmental resolution for escalated cases.

Customer Onboarding Quality Assurance performance reporting Stakeholder Management Escalation Management OKRs

Account Manager Supervisor

G-20Y Association (G-20Y Summit)

Jan 2014 - Dec 2014 (11 months)

Executed B2B outreach to C-suite decision-makers to drive G-20Y summit attendance. Managed sales planning and pipeline tracking, optimized client databases, represented the organization at international conferences in English and Spanish, and coordinated multi-country event logistics.