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Cristina Balan

@cristinabalan

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Customer Success Manager at Tofu, guiding 80+ international accounts from onboarding through adoption and retention.

Romania

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What I'm looking for

I’m open to employment and B2B or contract engagements, including remote and international opportunities. I’m always open to a conversation about where I can contribute and whether our values and expectations align.

At Tofu, I manage a portfolio of 80+ international customer accounts across EMEA and the USA, guiding customers from onboarding through adoption, retention, and expansion. I lead kick-offs and training, configure integrations and AI knowledge-base rules, and work with Sales, Product, and Engineering to address customer needs.

At Basware, I analyzed support data and metrics, coordinated with sales and project teams, and proposed tailored support solutions. Earlier, at KLEA, I managed client onboarding and platform readiness, and at KLEA Operations I handled legal documentation and KYC/AML checks.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager EMEA & USA

Current

Tofu

May 2026 - Present (5 months)

Managing a portfolio of 80+ international customer accounts, owning the end-to-end lifecycle from onboarding through retention and expansion. Leading onboarding, training, and cross-functional coordination to drive adoption and reduce churn.

HubSpot Linear Fireflies Claude Loom Amazon Quicksight Intercom Customer Onboarding Account Management customer success strategy

Support Delivery Manager US & APAC

Basware

Sep 2023 - Feb 2025 (1 year 5 months)

Generated and analyzed reports from ServiceNow and SupportLogic to identify trends and provide actionable insights. Coordinated across sales and project teams to align support strategies with business goals and optimize client outcomes.

ServiceNow SupportLogic Microsoft Dynamics CRM Microsoft Office 365 Support Analytics KPI Analysis Customer Experience

Onboarding Manager

KLEA

Oct 2022 - Aug 2023 (10 months)

Managed end-to-end onboarding processes, leading kick-off meetings and delivering user training to ensure effective platform adoption. Identified process improvements and collected product feedback to address customer needs.

Customer Onboarding Project Management User Training Stakeholder Management Process Improvement

Legal Operations Manager

KLEA Operations

Dec 2021 - Oct 2022 (10 months)

Generated legal documentation for corporate matters and executed KYC/AML checks for onboarding clients. Organized and centralized legal information to ensure compliance and easy access.

Legal Documentation KYC AML Compliance Data Management