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Ilija Petrovic

@ilijapetrovic

Revenue and Billing Operations, Customer Support Leadership, Analytics and Automation. Stripe, ChurnZero, SQL, Power BI.

Serbia

Message

What I'm looking for

I am looking for a remote role where I own something operational and measurable. The strongest fits are billing and revenue operations, subscription and payments operations, customer support or escalations leadership. I am equally comfortable in a hands-on specialist or analyst role as in a lead role. Open to full time employment or contract work. I do not need visa sponsorship. Industries.

I run billing, retention analytics and revenue operations at a B2B SaaS company that scaled past $20M in ARR, where I started in customer support and grew into the person who owns the billing function end to end. Day to day that means administering Stripe across subscriptions, pricing, disputes and fraud, owning the ChurnZero platform end to end, and building the reporting layer in SQL, Power BI, Looker Studio and Google Apps Script. If a manual process happens twice, I automate it via Zapier, Make, n8n, Apps Script. I built integrations across Stripe, Slack and ClickUp that removed roughly half the manual work from our billing operation. I also lead a team. I built the escalations function from nothing, set the workflows, prioritization and SLA standards behind it, and lifted customer retention by 20%. I own hiring, KPI design, scheduling, training and performance development for a team of escalation specialists.
Two pieces of work I am proud of. I ran a pricing and discount leakage analysis on raw Stripe data across more than 10,000 current and historical subscriptions, calculating discount depth per subscription and segmenting churn by discount status, and it changed how leadership used the discount lever. I also built a predictive renewal model in Google Apps Script that merges Stripe billing history with ChurnZero usage data into one health profile per account and surfaces 90 day churn risk. I work remotely from Serbia on US and EU hours, English at C1, Serbian native. I can start within a week.

Experience

Work history, roles, and key accomplishments

Current

Escalations Team Lead, Revenue Operations and Billing

Current

Launch Control

Jan 2024 - Present (2 years 7 months)

Grew from support into the de facto owner of billing, retention analytics and revenue automation at a B2B SaaS that scaled past $20M ARR. Administer Stripe and ChurnZero end to end. Ran a discount leakage analysis across 10,000+ subscriptions that reframed how leadership priced. Built a 90 day churn risk model in Apps Script. Automated Stripe, Slack and ClickUp, cutting manual work ~50%. Built and lead the escalations team, lifting retention 20%.

Current

Founder, Stripe Revenue Leakage Consulting

Current

Ilaron

Independent consulting practice focused on Stripe revenue leakage for B2B SaaS. I audit Stripe data for failed payment recovery, discount and pricing leakage, involuntary churn, dunning gaps and subscription misconfiguration, then quantify what is recoverable and hand over the fix. Site at ilaronconsulting.com.

Stripe Revenue Leakage Failed Payment Recovery Dunning Involuntary Churn Subscription Billing Pricing Analysis Data Analysis SQL Consulting

Escalation Specialist

Launch Control

Apr 2023 - Jan 2024 (9 months)

Handled escalated accounts across billing, product and technical issues, working directly with at-risk customers to prevent cancellations. Strengthened the Stripe dispute process using Midigator to prevent and contest chargebacks, improving win rates. Ran live webinars on 10DLC registration, the main bottleneck between signup and going live, contributing to activation rising from 42% to 55%. Partnered with QA and Engineering on root cause fixes.

Escalation Management Stripe Midigator Chargebacks Dispute Resolution Customer Retention De escalation Technical Support Webinars Customer Training SaaS Root Cause Analysis

Customer Support Specialist

Launch Control

Feb 2022 - Apr 2023 (1 year 2 months)

Front-line chat, email and phone support for a B2B SaaS platform, resolving technical and account issues while consistently exceeding performance targets. Supported onboarding and user guidance for new accounts, and handled billing and subscription questions in Stripe. This is where I first started automating the repetitive parts of the job.

Customer Support Technical Support Live Chat Email Support Phone Support Onboarding Stripe SaaS Ticketing Intercom

Marketing Manager and Sales Representative

Funnel Founders

Aug 2018 - Aug 2021 (3 years)

Drove sales growth through a structured client capture system and social media lead generation, and owned customer data management in Zoho CRM including lead routing, segmentation and deduplication.