Open to opportunities

Ardiana Ademaj

@ardianaademaj

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Customer Success Manager driving retention, renewals, and account growth across SaaS and e‑commerce.

United Kingdom

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What I'm looking for

I seek a customer‑centric role where I can drive retention and expansion, collaborate cross‑functionally, improve adoption via data and playbooks, mentor teams, and contribute to scalable processes and revenue growth.

I am a Customer Success Manager with 8+ years of experience managing £2M–£5M ARR portfolios across SaaS and e‑commerce, consistently achieving 90%+ retention. I lead renewals, expand accounts through upsell and cross‑sell strategies, deliver QBRs and ROI storytelling, and use data‑driven health scoring to reduce churn and improve product adoption.

I collaborate closely with onboarding, product, and sales teams to ensure smooth commercial processes and successful go‑lives, and have improved internal workflows using Salesforce and Gainsight. I mentor new hires, develop playbooks and best practices, and focus on driving year‑over‑year revenue growth through consultative account management.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Rithum

Jan 2023 - Jan 2025 (2 years)

Managed a global mid-market portfolio worth £2M–£5M ARR achieving 90%+ retention by leading renewals, QBRs, adoption initiatives and identifying expansion opportunities to drive YoY revenue growth.

& Customer Success Renewals Account Expansion QBRs Gainsight Salesforce Onboarding Stakeholder Management

Account Manager

ChannelAdvisor

Jan 2018 - Jan 2023 (5 years)

Managed a £2M–£5M ARR portfolio across enterprise and mid-market clients, serving as the primary commercial contact, driving e-commerce optimisation, expansions and delivering VOC insights to Product.

Account Management & Customer Success Renewals Upsell Onboarding VOC分析 Salesforce Stakeholder Management

Senior Sales Representative

ChannelAdvisor

Jan 2017 - Jan 2018 (1 year)

Exceeded EMEA sales targets through discovery, demos and negotiation of SaaS deals while enabling smooth post-sale transitions and training sales team members.

SaaS Sales Negotiation Lead Generation CRM Relationship Management