Open to opportunities

Ingrid Kovačić

@ingridkovai

Message

Customer Success professional with expertise in SaaS and B2B.

Netherlands

Message

What I'm looking for

I am looking for a role that fosters collaboration, values client relationships, and offers opportunities for professional growth.

As a Customer Success Lead Manager with extensive experience in SaaS and B2B environments, I have successfully managed diverse client portfolios, achieving significant upsell revenue growth and maintaining high retention rates. My role involves designing proactive customer retention strategies and serving as the main point of contact for clients, ensuring their needs are met and exceeded.

Throughout my career, I have collaborated with cross-functional teams to drive product feedback initiatives and deliver strategic recommendations. I am passionate about building long-term client relationships and leveraging data-driven insights to optimize platform adoption and improve client outcomes. My experience includes conducting training sessions, analyzing customer-specific KPIs, and advising clients on technology usage to enhance their processes.

Experience

Work history, roles, and key accomplishments

Current

Community Manager

Current

For Female Ventures

Jan 2022 - May 2024 (2 years 4 months)

Built and maintained a supportive community focused on women's empowerment and career development. Organized impactful events and fostered a network promoting personal growth and professional development.

Community Building Networking Leadership Development Career Development Outreach Collaboration Supportive Engagement Facilitation

Current

Customer Success Lead Manager

Current

Pera

Jun 2023 - Present (2 years 1 month)

Managed a €3M ARR portfolio, achieving 26% upsell revenue growth in 12 months. Designed and implemented proactive customer retention strategies, maintaining a 93.3% retention rate. Led onboarding for SMB to enterprise clients and served as the main point of contact.

Customer Success Account Management SaaS Data Analysis Onboarding Retention Strategy Training Product Feedback Upselling

Project Manager & Account Manager

USP Marketing Consultancy

Jun 2020 - Jun 2023 (3 years)

Managed the full project lifecycle for large-scale market research projects, cultivating relationships with key B2B clients. Led cross-functional teams and consistently exceeded client expectations, contributing to significant company turnover.

Project Management Market Research Data Analysis B2B Team Leadership Communication Database Management

Research Analyst

USP Marketing Consultancy

Nov 2019 - Jun 2023 (3 years 7 months)

Programmed CATI and WAPI questionnaires, managed data collection, and performed data quality checks. Developed comprehensive reports and presented data-driven narratives to clients, focusing on market positioning and customer satisfaction.

Data Collection Data Analysis Reporting Market Research Brand Awareness Customer Satisfaction Research Methodologies Data Quality Presentation Skills

Volunteer

Red Cross

Jan 2010 - Jan 2015 (5 years)

Prepared grocery packages for the homeless and participated in first aid competitions. Conducted weekly activities at a children's hospital, contributing to community support and well-being.

Event Participation Teamwork Outreach Empathy Engagement