Sarah Kurtycz
@sarahkurtycz
I grow SaaS retention and adoption through strategic customer relationships, consultative support, and customer-driven product insight.
ZimbabweWhat I'm looking for
At Intuit Mailchimp, I manage approximately 2,500 premium SaaS customer engagements annually during retention, downgrade, and cancellation decisions. I achieved an 83% retention rate against a 75% target while supporting customers representing up to $400,000 in monthly recurring revenue.
I partner with Product, Engineering, Sales, Risk, Customer Success, and Onboarding to resolve complex issues and bring Voice of the Customer insights into product improvements. I improved CSAT by 11% and callback answer rates by 10%, trained 40 specialists in Guadalajara, and serve as an SME for Customer Journeys, Domain Authentication, and escalations.
My customer support background includes supporting 6,000 healthcare employees at Cleveland Clinic and mentoring 800 advisors at Apple, where I maintained 98% CSAT and 100% Quality Compliance.
Experience
Work history, roles, and key accomplishments
Managed approximately 2,500 premium SaaS customer engagements annually during retention, downgrade, and cancellation decisions. Achieved an 83% retention rate against a 75% target through consultative customer success conversations.
Supported approximately 6,000 healthcare employees. Escalation point for Level 1 analysts on Active Directory, MyChart, and remote access.
Supported tens of thousands of customers. Maintained 98% CSAT and 100% Quality Compliance. Mentored 800 advisors and served as SME/Escalation Specialist for iOS, macOS, Apple Health, Apple Music, and Social Media.
Education
Degrees, certifications, and relevant coursework
Sarah hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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