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Dávid Rimóczi

@dvidrimczi

Customer Success & Experience Specialist at Prezi.com, using SaaS user behavior to shape retention strategies and prioritize product fixes.

Hungary

Message

At Prezi.com, I analyze high-risk SaaS user behavior to inform churn mitigation and customer retention strategies. I work between global accounts and Product and Engineering teams to prioritize system bug fixes.

I also resolve complex technical and billing inquiries for more than 50 clients daily, maintaining a 95%+ CSAT score under tight SLAs.

At SportMate Club Kft., I designed and deployed an end-to-end onboarding process that increased user activation by about 5%. I also launched an external Knowledge Base that reduced repetitive support inquiries by about 20%.

Earlier, I supported Riot Games products at TELUS International Europe, focusing on high-escalation workflows and Player Harm incidents. My experience also includes customer support at ITSP Services GmbH and international reporting, digital content, and live broadcasts at Esport1 Kft.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success & Experience Specialist

Current

Prezi.com

May 2025 - Present (1 year 5 months)

Spearheaded data-driven churn mitigation and customer retention strategies by analyzing high-risk SaaS user behavior. Acted as primary cross-functional liaison between global accounts and Product/Engineering teams via Jira/Confluence to prioritize system bug fixes.

Customer Retention Data Analysis Jira Confluence Zendesk SLA KPI Optimization Cross Functional Collaboration

Customer Success Lead

SportMate Club Kft.

Mar 2023 - May 2025 (2 years 2 months)

Designed and deployed an end-to-end user onboarding process that boosted user activation rates by ~5%. Architected and launched a comprehensive external Knowledge Base, reducing repetitive support inquiries by ~20%.

Onboarding strategy Knowledge Base SLA User Behavior Analytics Product Collaboration Customer Retention

Customer Support Specialist

ITSP Services GmbH

May 2022 - Nov 2022 (6 months)

Managed credit invoice processing and secured corporate authorizations to finalize transactional lifecycles smoothly. Identified customer needs up-front to consult on promotions and services, directly improving retention and account satisfaction metrics.

Invoice Processing Customer Consultation Retention Account Management

Customer Support Specialist (Player Support)

TELUS International Europe

Jun 2020 - Aug 2021 (1 year 2 months)

Delivered specialized high-tier support for Riot Games products (League of Legends, VALORANT), focusing on high-escalation workflows. Developed targeted resolution strategies for Player Harm incidents, decreasing community critical safety incidents by 27% within 8 months.

Player Support Escalation Management Crisis Resolution Riot Games League of Legends Valorant

Journalist & Broadcaster / Shoutcaster

Esport1 Kft.

Sep 2016 - Apr 2021 (4 years 7 months)

Collaborated with international reporting teams to deliver high-quality media, digital content, and live TV broadcasts under tight deadlines. Honed advanced high-stress communication skills, culminating in a 2019 Esports Shoutcaster of the Year nomination.

Broadcasting Journalism Content Creation Live TV Communication Skills eSports