Biniyam Fitwe Abreha

I’m a Customer Success Manager with over six years of experience driving retention and expansion across high-volume SMB portfolios and strategic EMEA portfolios of 250+ accounts. I focus on renewal negotiations, product adoption, QBR execution, and account health modeling to turn insights into measurable outcomes.

At Keap, I led a portfolio of 300+ SMB SaaS customers, improving feature activation by 20% and achieving 112% NRR, while maintaining 96% gross retention. I recovered 34 at-risk accounts before churn by formalizing a structured feedback loop between 300+ customers and the Product team, translating Tableau usage patterns into prioritized roadmap decisions. I also uncovered and closed 47 upsell opportunities, converting 35 accounts to multi-year contracts and exceeding €65,000 above the €200,000 renewal quota.

Earlier at Airbnb, I strengthened product adoption across EMEA hospitality accounts and increased platform utilization from 67% to 88%, partnering across teams to redesign onboarding workflows. I diagnosed churn risk across 200+ accounts and achieved 0% churn in two consecutive quarters (sub-2% churn overall), while building Tableau dashboards that drove €75,000 in untapped expansion revenue and 12% ARR growth. Before that, as a Customer Success Associate, I resolved 300+ customer cases, rebuilt account health monitoring for 400+ customers using Power BI risk indicators, and created data-driven Help Center tutorials to improve time-to-value.