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Orestis Galanis

@orestisgalanis

Senior Customer Success Manager at Hivebrite, sustaining over 90% GRR and over 100% NRR across a €1.2M client portfolio.

Greece

Message

At Hivebrite, I manage a global portfolio of 30–55 mid-market and enterprise clients representing €1.2M in ARR. I’ve sustained GRR above 90% and NRR above 100% for three consecutive years through client health monitoring and organic expansion.

I work with platform managers and C-level executives on Quarterly Business Reviews and tailored success plans, and bring client feedback to Product and Engineering. Before moving into customer success, I supported Hivebrite clients with technical troubleshooting and community management, and helped onboard and mentor junior agents.

At CERN, I launched a global alumni network using Hivebrite and supported international onboarding, campaigns, and events. Earlier, at CERN openlab, I worked on technical documentation and web properties using Drupal 7/8.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Hivebrite

Oct 2022 - Present (4 years)

Manages a premium portfolio of 30-55 global clients representing €1.2M ARR, achieving GRR >90% and NRR >100% for three consecutive years. Leads strategic QBRs and collaborates with product and engineering teams to drive feature releases.

Customer Success Account Management GRR NRR Optimization SaaS QBRs Product Advocacy Cross Functional Collaboration

Senior Customer Support Agent

Hivebrite

Jan 2020 - Dec 2022 (2 years 11 months)

Provided advanced technical support and community management consultation to global administrators. Led onboarding and mentorship for junior support agents and collaborated with QA teams to identify and report software bugs.

Technical Support Troubleshooting Community Management Team Leadership QA Collaboration Bug Reporting

Communications Officer (Alumni Relations)

CERN

Jan 2018 - Dec 2020 (2 years 11 months)

Strategized and scaled a global alumni network using Hivebrite SaaS, facilitating cross-border onboarding for thousands of alumni. Executed promotional campaigns and events, tracking performance with Google Analytics, and produced multimedia content.

Community Strategy Change Management Google Analytics Campaign Management Multimedia Production Technical Writer

Junior Communications Officer

CERN openlab

Jan 2017 - Dec 2018 (1 year 11 months)

Authored and edited technical documentation, corporate brochures, and annual reports. Managed institutional web properties using Drupal 7/8 and supported social media workflows.

Technical Writer Drupal 7 8 Content Management Social Media Digital Strategy