Open to opportunities

Zoya Marinova

@zoyamarinova

Message

Customer Success Manager driving retention, adoption, and streamlined onboarding.

Bulgaria

Message

What I'm looking for

I seek a customer-focused role where I can reduce churn, drive adoption, and build cross-functional partnerships while advancing in customer success leadership.

I am a detail-oriented Customer Success Manager with hands-on experience managing enterprise accounts, improving retention and revenue, and driving product adoption through proactive engagement and training. I deliver data-driven insights, develop tailored success plans, and collaborate cross-functionally to enhance customer experience and reduce churn.

Previously I supported business development and operations as a Customer Support Executive and worked in customs brokerage, gaining strong analytical, communication, and crisis-management skills. I streamline onboarding to accelerate time-to-value and maintain up-to-date product knowledge to maximize customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Concentrix

May 2024 - Present (1 year 6 months)

Managed a portfolio of enterprise accounts, increasing product adoption by 18% and reducing churn by 25% through proactive engagement, tailored success plans, and early risk identification.

& Customer Success Account Management Onboarding Customer Retention Cross Functional Collaboration Stakeholder Management CRM

Customer Support Executive

Paysafe

Oct 2022 - May 2024 (1 year 7 months)

Provided frontline customer support, resolved issues efficiently, and built relationships with field operations to support business development and improve service.

Customer Support Crisis Management Communication Relationship Building Data Entry

Customs Broker

DHL

Feb 2021 - Jan 2022 (11 months)

Cleared merchandise through customs, calculated exchange rates and duties, and determined tariff classifications to ensure lawful import/export compliance.

Customs Clearance Documentation

Education

Degrees, certifications, and relevant coursework

Tourism College “Saint Mina” - Sofia

Associate, Tourism Management

Associate in Tourism Management with professional qualification in Hotel Management and Administration, covering courses in economics, accounting, business law, marketing, and related subjects.