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Irina Kalinina

@irinakalinina

Message

I build customer onboarding and education journeys that improve adoption, retention, and digital product outcomes.

Canada

Message

What I'm looking for

I'm looking to lead customer onboarding, education, adoption, and retention for digital or SaaS products, using customer insights and cross-functional collaboration to improve the full customer journey.

At Capital Code, I manage the end-to-end customer journey across 10+ digital programs, from engagement and onboarding through adoption, support, and retention. I designed onboarding and education experiences that achieved 92–94% completion rates while keeping refund requests below 1%.

I've built segmented communications, learning workflows, webinars, and support resources, using customer feedback and behavior data to improve the experience. Across Capital Code, Investology, and Greenlight Publishing, I've led customer-facing digital projects and cross-functional teams for online products and international markets.

Experience

Work history, roles, and key accomplishments

Current

Co-Founder | Customer Experience & Digital Projects

Current

Capital Code

Jan 2018 - Present (8 years 8 months)

Managed end-to-end customer journey across 10+ digital programs, achieving 92-94% completion rates and keeping refund requests below 1%. Coordinated a cross-functional team of six and built segmented communications in GetCourse CRM.

Customer Success Client Onboarding Customer Education Product Adoption Retention Customer Lifecycle CRM GetCourse Segmentation Feedback NPS Churn Reduction Cross Functional Collaboration Project Management

Client Relationship Manager | Digital Projects & Customer Education

Investology

Jan 2014 - Jan 2018 (4 years)

Consulted customers to understand needs and recommend solutions, developed onboarding and educational programs, and introduced automated assessments and learning paths. Developed a personal finance program used by more than 5,000 students.

Customer Success Client Onboarding Customer Education Webinars Feedback Retention Lifecycle Communications Assessments

Digital Project Manager | Customer & Marketing Operations

Greenlight Publishing

Jan 2011 - Jan 2014 (3 years)

Managed customer-facing digital products and projects for the U.S. market, including online courses, webinars, and digital marketing initiatives. Managed project timelines, budgets, and resources, and created customer education and marketing content.

Project Management WordPress Shopify Zendesk Customer Education Content Marketing Budget Management Resource Coordination

Education

Degrees, certifications, and relevant coursework

Moscow Textile Institute / Kosygin University

Bachelor of Arts, Design

Bachelor of Arts in Design from Moscow Textile Institute / Kosygin University.

DigitalMarketer

Customer Value Optimization Specialist, Marketing

Completed certifications in Customer Value Optimization and Content Marketing, with additional training in customer journeys, sales funnels, and online product development.