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Miloš Tomić

@miloshtomic

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Senior Customer Success leader driving onboarding, adoption, retention, and measurable SaaS growth outcomes.

Serbia

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What I'm looking for

I’m looking for a remote SaaS/AI role where I can lead delivery / customer success and delivery—building CS playbooks, improving KPIs like NPS and churn, owning escalations, and aligning teams to drive onboarding through long-term adoption.

I’m a Senior Manager in Delivery & Customer Success with 5+ years leading post-sale outcomes for SaaS B2B platforms, focused on getting customers to value and sustaining long-term growth.

I design and run structured CS playbooks for onboarding, adoption, retention, and expansion, tying execution to customer metrics like Time to Value (TTV), Customer Health Score, churn rate, NPS, and product adoption.

I’ve served as the primary client contact for US enterprise accounts, resolving escalations within SLA by coordinating engineering, product, and operations across US time zones, while leading daily standups and client calls with clear, empathetic communication. I also translate lifecycle data into narratives senior leadership can act on.

Alongside customer success, I bring delivery and process-improvement discipline—implementing performance tracking, optimizing delivery efficiency, and strengthening client experience (including NPS improvements). I’m comfortable across Salesforce/HubSpot/Gainsight-equivalent ecosystems and support tools, and I also founded a small brand, maccindo.com.

Experience

Work history, roles, and key accomplishments

Current

Senior Project & Delivery Manager

Current

SkyHighGrowth Inc.

Nov 2023 - Present (2 years 8 months)

Serve as primary client contact for US enterprise accounts, delivering onboarding through ongoing customer success. Resolve escalations within SLA by coordinating engineering, product, and operations teams and improve delivery efficiency to enhance NPS.

Client Relationship Management Escalation Handling SLA Management Cross functional Coordination NPS Client Communication

Customer Success Project Manager

Uptempo.io

Apr 2021 - Nov 2023 (2 years 7 months)

Serve as primary client contact for US enterprise accounts, supporting onboarding through ongoing customer success. Resolve escalations within SLA by coordinating engineering, product, and operations teams and improve delivery efficiency to enhance NPS.

& Customer Success Client Relationship Management Escalation Handling SLA Management Cross functional Coordination NPS Client Communication

Project Manager – Business Development

Exela Technologies

Jul 2020 - Apr 2021 (9 months)

Planned and executed growth-focused projects to expand market reach for US financial services clients. Collaborated with sales and marketing to identify opportunities, streamline processes, and support deal execution while ensuring SLA-aligned client delivery.

Project Planning Business Development Sales Support client support SLA Management

Service Delivery Manager

SkyHighGrowth Inc.

Sep 2018 - Sep 2019 (1 year)

Oversaw service operations to ensure consistent, high-quality delivery aligned with SLAs and client expectations. Implemented performance tracking to optimize delivery efficiency and improve customer experience.

Service Delivery SLA Management Performance Tracking Client Experience

Demand Generation Specialist

Embroker

Jan 2017 - Sep 2018 (1 year 8 months)

Led multi-channel campaigns to drive qualified pipeline while supporting customer inquiries and feedback loops. Optimized outreach workflows and conversion strategies to improve response times and customer satisfaction.

Demand Generation Lead Qualification Customer Support Response Time Improvement Customer Satisfaction