Başak Özçelebi

@baakzelebi

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Results-driven Customer Success Manager with 7+ years of expertise.

Germany

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What I'm looking for

I am looking for a role that fosters growth, collaboration, and innovation.

I am a results-driven Customer Success Manager with over 7 years of proven expertise in SaaS, well-being platforms, and fintech. My career has been marked by a strong focus on driving client retention and satisfaction through the creation of tailored success plans and execution of cross-functional initiatives. I have demonstrated success in managing high-value B2B accounts, leading dynamic teams, and leveraging data-driven frameworks like NPS and CSAT to elevate customer engagement and accelerate product adoption.

In my current role as Customer Success Team Lead at Wellbees, I lead an 8-member team and have successfully aligned 100% of our KPIs with company goals. I managed over 10 key B2B accounts, increasing product adoption by 25% and long-term engagement by 20%. My ability to onboard high-value clients efficiently has reduced adoption time by 30%, and my partnerships with Product, Sales, and Marketing teams have driven user-focused product updates, boosting satisfaction by 20%.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Team Lead

Current

Wellbees

Jan 2023 - Present (2 years 4 months)

Led an 8-member Customer Success team, aligning KPIs with company goals. Managed key B2B accounts, increasing product adoption and long-term engagement. Onboarded high-value clients, reducing adoption time significantly. Collaborated with cross-functional teams to enhance product updates and customer satisfaction.

Customer Success Team Leadership KPI’S Onboarding Cross Functional Collaboration Customer Retention Data Analysis Client Engagement

Asst. Customer Experience Manager

Ozan SuperApp

Jan 2022 - Jan 2023 (1 year)

Collaborated with UX teams to integrate customer insights, leading to improved usability metrics. Designed personalized customer journeys that increased app retention rates. Facilitated workshops to enhance product consistency and user satisfaction.

Customer Experience UX Usability Customer Journey Retention Customer Satisfaction Customer Insights

Customer Service Manager

Global Kapital Group

Dec 2020 - Jan 2022 (1 year 1 month)

Supervised a 25-member call center team in financial services, achieving compliance with SLAs and improving service efficiency. Focused on recruiting and training high-performing teams through mentorship.

SLA Recruitment Training Mentorship Customer Service Performance Leadership

Customer Service Supervisor

Yemeksepeti

May 2017 - Dec 2020 (3 years 7 months)

Led a 15-member customer service team for Turkey's largest online food delivery platform, achieving significant operational efficiency. Standardized service scripts and established performance tracking systems to enhance service quality.