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Cata Pandur

@catalinpandur

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Senior Customer Success leader driving NRR, adoption, and scalable customer journey operations for enterprise SaaS.

Romania

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What I'm looking for

I’m looking for a senior Customer Success role where I can drive NRR and product adoption, influence roadmap priorities, and build scalable onboarding and quality workflows that improve engagement and reduce churn.

I’m a Senior Customer Success Manager with 10+ years of experience across SaaS, MarTech, and Market Research, specializing in SaaS operations and enterprise solutions. I focus on driving net revenue retention and product adoption while improving the customer journey to reduce churn.

In my current role as Customer Success Manager Quality Lead at Instapage, I own quality standards and workflows. I designed quality benchmarks for interactions, reduced manual tasks through automation, and helped refine lifecycle strategy—delivering a 20% boost in customer engagement and a 30% drop in escalations.

Previously, I managed a portfolio of 60+ enterprise and mid-market SaaS customers with $1.6M+ in ARR, delivering NPS of 35 and 90–95% Net Revenue Retention. Earlier in my career, I led end-to-end market research project delivery for global brands, coordinating cross-functional teams and streamlining processes to meet client scope, timelines, and budgets.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager Quality Lead

Current

Instapage

Jan 2024 - Present (2 years 6 months)

Owned customer success quality standards and workflows, designing quality benchmarks and improving processes through automation. Collaborated on lifecycle strategy and revamped the customer journey to reduce escalations and improve customer engagement.

Customer Success Management Quality Standards Workflow Design Customer Lifecycle Management Customer Journey Process Automation Customer Engagement De escalation Beta Testing Totango Salesforce Zendesk Jira Notion Slack

Senior Customer Success Manager

Instapage

Jan 2020 - Jan 2024 (4 years)

Managed a portfolio of enterprise and mid-market customers, driving net revenue retention through renewals and expansions. Led onboarding and product adoption, conducted QBRs and churn calls, and achieved NPS and NRR targets.

Customer Success Management Enterprise Account Management Strategic Account Planning Net Revenue Retention Customer Onboarding Product Adoption QBRs Churn Management NPS Customer Engagement Totango Salesforce Zendesk Jira Notion Slack

Senior Project Manager

Toluna

Jan 2018 - Jan 2020 (2 years)

Led end-to-end execution of international market research projects, ensuring scope, timeline, and budget adherence. Coordinated cross-functional teams to deliver high-quality research outcomes and streamlined processes to meet client expectations.

Project Management Market Research Budget Management Stakeholder Management Process Improvement

Project Manager

Research Now SSI

Jan 2015 - Jan 2018 (3 years)

Directed large-scale quantitative studies for international clients, managing project timelines, budgets, and stakeholder expectations. Coordinated internal teams to meet client needs and implemented process improvements to improve efficiency.

Project Management Budget Management Stakeholder Management Cross functional Coordination Process Improvement Client Relationship Management

Project Manager

Toluna

Jan 2012 - Jan 2015 (3 years)

Oversaw online market research projects from initiation through data delivery, including both sample-only and full-service studies. Coordinated communication between clients and internal teams (data processing, coding, sales) to ensure alignment and improve delivery timelines and client satisfaction.

Project Management Online Research Sample Only Studies Full Service Studies Data Delivery Sales Coordination Client Relationship Management Process Coordination