Kseniia Raikhlina

I’m a Customer Success and Account Management professional with 8+ years of experience across APAC and global remote markets. I’m fluent in English, Mandarin Chinese, and Russian, and my work focuses on helping B2B clients stay, grow, and get real value from the product.

Account management and retention
At italki HK (EdTech, Shanghai), I managed a portfolio of 200+ key B2B accounts as their primary business partner. I maintained an 86% client retention rate and drove roughly 15% year-over-year revenue growth, including upselling free-plan accounts to paid subscriptions.

Onboarding
I led the full sales and onboarding lifecycle for new enterprise clients. I redesigned project plans that cut transition time by 30% and raised initial CSAT scores by 20%.

Team leadership and quality
I supervised a team of 16 customer service agents through QA and coaching. Over two years, CSAT improved by 10% and QA scores by 35%. I used agent performance data and user feedback to build systematic reporting, which shaped several training programs and process improvements.

Data and product insight
I work with Looker, Tableau, GA4, Zendesk, HubSpot, Jira, and Excel to turn customer feedback and usage data into clear actions. As the service liaison to Product and Tech teams, I used user research interviews and feedback analysis to advocate for user-centric product updates. In my current role as Customer Experience Analyst at IT. IS ART, I track performance across 7 apps, run pre-release QA testing, and produce usage reports (DAU/MAU, retention, feature adoption) that inform roadmap decisions. My bug-flagging work has helped cut bugs by about 30%, and I maintain a 98% resolution rate on customer inquiries.

What I’m looking for
I’m interested in remote Customer Success Manager, Account Manager, Onboarding Specialist, or Customer Success Analyst roles at SaaS and tech companies. I’m most motivated by work that connects client relationships with customer data and product decisions, where I can improve retention and help teams build something customers actually want.