EZEden Ziane
@edenziane
Customer Success Manager with a focus on driving retention and growth.
United StatesWhat I'm looking for
As a Customer Success Manager with over 4 years of experience, I have successfully managed global SaaS accounts across a $3.6M portfolio. My expertise lies in scaling success operations, building health score models, and leading strategic conversations that drive retention and revenue growth. I thrive in fast-paced, globally distributed teams, where I can own a high volume of accounts and solve problems cross-functionally.
One of my key achievements includes being promoted to Mid-Market CSM with ActivTrak in under 1.5 years. I designed and implemented scalable onboarding programs that reduced time-to-value by 30 days and standardized best practices across the team. Additionally, I built a self-service help center that reduced support requests by 50%, empowering customers with on-demand resources and enhancing their overall experience.
Experience
Work history, roles, and key accomplishments
Customer Success & Enablement Manager
PointCare
Sep 2023 - Present (1 year 9 months)
Managed a $1.9M global customer portfolio across SMB and mid-market, driving retention through tailored engagement and usage optimization. Proactively flagged churn risks using customer data and sentiment indicators, leading to a 10% improvement in retention. Designed playbooks for platform adoption and built proactive workflows to reduce manual support across accounts.
Customer Success Manager
ActivTrak
Jan 2021 - Present (4 years 5 months)
Owned the full lifecycle for 400+ global SMB/MM accounts, supporting retention and feature adoption at scale. Delivered data-driven insights through QBRs, helping customers align operational goals with product capabilities. Tracked and analyzed NPS, usage, and support metrics to proactively manage account health and reduce churn risk.
Customer Service Representative
AbbVie/Allergan
Aug 2018 - Present (6 years 10 months)
Handled a high volume of customer inquiries via calls and emails, exceeding response time targets by 10% and resolving an average of 50 customer issues weekly through active listening. Leveraged CRM tools to track data, manage customer interactions, and ensure satisfaction.
Education
Degrees, certifications, and relevant coursework
Austin Community College
Associate of General Arts, General Arts
Completed an Associate of General Arts degree. Focused on foundational studies to build a broad knowledge base.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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