Looking for a job

Başak Özçelebi

@basakozcelebi

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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.

Customer Success Manager with over years in SaaS and Fintech, driving onboarding, adoption, and retention across

enterprise and mid-market accounts. Proven success building playbooks, leading data-driven business reviews, and collaborating

cross-functionally to align product adoption with customer outcomes. Skilled in API education, ROI storytelling, and developing

trusted relationships that expand accounts and reduce churn.

Passionate about building SaaS companies, contributing to innovative products, and empowering high-performing teams. I thrive

on creating exceptional customer experiences and turning first-time users into lifelong partners.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Wellbees

Jan 2023 - Present (2 years 8 months)

Built a Customer Success Playbook that reduced onboarding time by 2 weeks and increased renewal rates from 80% to 92%; designed SQL/BigQuery KPI dashboards and health scores to enable proactive churn prediction and data-driven QBRs.

Customer Success Onboarding Optimization SQL BigQuery Churn Prediction KPI Dashboards Executive QBRs Customer Enablement

Customer Experience Manager

Ozan SuperApp

Jan 2022 - Jan 2023 (1 year)

Developed end-to-end customer journeys and onboarding flows that cut early churn and improved NPS by 15%; authored knowledge resources and API documentation to reduce support tickets by 20%.

Customer Experience Onboarding Flows NPS Improvement Knowledge Base API Documentation User Flows Customer Feedback Monitoring Content Creation

Customer Service Manager

Trive

Dec 2020 - Jan 2022 (1 year 1 month)

Directed a 30-person service team and implemented onboarding and compliance processes that improved KYC approval rates and reduced drop-off; launched CX programs that increased regional revenue by 20% and raised customer satisfaction by 12%.

Team Leadership KYC Compliance CX Programs Revenue Growth Performance Dashboards SLA Management Customer Satisfaction Onboarding processes

Customer Service Supervisor

Yemeksepeti

May 2017 - Dec 2020 (3 years 7 months)

Managed frontline service operations and leveraged CRM data to enhance retention and loyalty across high-volume accounts; conducted audits and maintained service reports to drive continuous improvement.