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Tibor Kiršbaum

@tiborkirsbaum

Customer Success and Service Operations leader building scalable processes, healthier portfolios and stronger enterprise outcomes.

Serbia

Message

What I'm looking for

I’m seeking a permanent remote role in Customer Success, Customer Operations, Service Delivery, Implementation or Customer Experience leadership, preferably within CET-compatible hours. I’m also open to hybrid or on-site roles in Serbia, limited contract work and travel. Available immediately.

I am a Customer Success and Service Operations leader with 15+ years of experience across enterprise SaaS, connected technology, telecommunications and global IT operations.

At PathwayPort, I led a 12-person Client Success function managing a portfolio of approximately $7M ARR. I developed an account-health framework and a centralized Jira dashboard that helped teams prioritize risks, customer actions, ownership and delivery work.

At ProGlove, I managed more than 90 enterprise accounts and led Customer Success execution for strategic North American customers. Earlier at TLScontact, I coordinated high-priority incidents across 180+ locations while sustaining 99.95% SLA performance for more than three years.

I enjoy turning customer data, product usage and operational metrics into clear actions. I am interested in remote Customer Success, Customer Operations, Service Delivery and Implementation leadership roles where I can improve adoption, retention and customer outcomes.

Experience

Work history, roles, and key accomplishments

Head of Client Success

PathwayPort

Feb 2026 - Mar 2026 (1 month)

Led a 12-person Client Success function for a $7M ARR portfolio, establishing ownership, priorities, and escalation paths. Built an account health framework and centralized Jira dashboard, improving team performance by 8% in six weeks.

Customer Success Leadership Account Health Frameworks Jira KPI Reporting Team Leadership Escalation Management

Team Lead North America Customer Success

ProGlove

Oct 2024 - Feb 2026 (1 year 4 months)

Led customer-success execution for strategic North American enterprise accounts, coordinating priorities across Sales, Product, Engineering, Support, and Operations. Used Salesforce, Tableau, and ProGlove Insight to monitor engagement and risks, and served as central escalation point.

Salesforce Tableau Customer Success Enterprise Account Management Escalation Management Stakeholder Management

Customer Success Manager

ProGlove

Aug 2022 - Oct 2024 (2 years 2 months)

Managed 90+ enterprise accounts through onboarding, implementation, adoption, and value realization. Built success plans and stakeholder cadences, and translated customer feedback into structured recommendations for product and service improvements.

Customer Success Account Management Onboarding Implementation Adoption Value Realization Stakeholder Management

Technology Vendor Manager

TLScontact

Apr 2021 - Aug 2022 (1 year 4 months)

Managed technology vendors and service partners supporting 180+ locations, aligning stakeholders around requirements and delivery. Prevented approximately $400,000 in disputed charges and created vendor evaluation and governance standards.

Vendor Management Stakeholder Management Contract Negotiation Governance Cost Management

Global IT Incident Management Analyst

TLScontact

Nov 2017 - Apr 2021 (3 years 5 months)

Led high-priority incident coordination across 180+ locations, sustaining 99.95% SLA performance for over three years. Aligned Service Desk, infrastructure, applications, security, and vendors through restoration and corrective action.

Incident Management SLA Management ITIL Stakeholder Management Communication Skills

Customer Operations and Service Desk

Telenor Serbia

Apr 2011 - Nov 2017 (6 years 7 months)

Progressed through customer care, sales, technical support, and service-desk responsibilities in a telecommunications environment. Started the social-media support programme and supported a ticketing-system initiative for Telenor Bulgaria.

Customer Service Technical Support Service Desk Social Media Support Ticketing Systems