Summary
Overview
Work History
Education
Skills
References
LANGUAGES
Timeline
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Daria Gornova

Daria Gornova

Berlin

Summary

Results-driven Customer Success professional with 4 years of experience in SaaS B2B. Proven track record in reducing customer churn and driving contract renewals. Managed customer onboarding process, communication and product adoption. Adept at translating customer needs into product improvements and leveraging data analytics to optimize customer experience.

Overview

5
5
years of professional experience

Work History

Customer Success Manager

Kickbite GmbH
10.2022 - Current
  • Managed more than 25 ecommerce clients, sizes ranging from SMEs to Enterprise companies.
  • Reduced customer churn from 13% to 2%, ensuring contract renewals.
  • Onboarded more than 50 customers, leading technical implementation, stakeholder management and Agile project management, developing product adoption strategies.
  • Built and managed a customer knowledge base and support portal.
  • Mapped customer pain points across 100+ user interviews and product surveys, and translated findings for the product team, leading to major product releases that increased stickiness by 15%.
  • Analysed marketing data using SQL, Google Analytics and various marketing ad platforms.
  • Owned data quality assurance, implementing validation processes that reduced onboarding- and support-related engineering hours by 20% per client.

Customer Success - Working Student

Kickbite GmbH
12.2021 - 09.2022
  • Supported customer onboarding, renewals, and churn reduction, managing 15+ customer accounts.
  • Analyzed marketing performance using SQL and Google Analytics.
  • Collaborated with cross-functional teams to improve customer support processes.

Digital Marketing Intern

Kickbite GmbH
09.2021 - 11.2021
  • Created custom analysis of online marketing KPIs using SQL, Excel, Power BI and Google Analytics.
  • Facilitated customer communication and streamlined onboarding processes.
  • Resolved customer complaints with empathy, resulting in increased loyalty and reduced churn.

Internship

INDEQ-GEO LTD
01.2020 - 03.2020
  • Drafted and revised 25+ international supply contracts, ensuring compliance with local laws and regulations.
  • Streamlined contract review process, reducing turnaround time from 14 days to 10 days, enhancing operational efficiency
  • Assisted International Sales manager in planning and controlling import operations, maintaining client relationships.
  • Managed and organised financial documentation.

Education

M.A - International Economics

The Berlin School of Economics And Law
Berlin, Germany
09.2022

B.A - International Business

Peter The Great St.Petersburg Polytechnic University
St.Petersburg, Russia
07.2020

Skills

  • IT Project Management
  • Account management
  • Customer Success & Support, customer relationship building
  • Industry knowledge: digital marketing, ecommerce, SaaS
  • Stakeholder management
  • Customer Onboarding & Training
  • Quality Assurance
  • CRM software: HubSpot
  • Data Analytics tools: Google Analytics, Power BI, Excel (advanced)
  • Technical proficiency: Jira, Atlassian, SQL, MS Office, APIs, cloud platforms (AWS S3, Google Cloud, Azure), Google Tag Manager

References

Vince, Wagenknecht

Co-Founder, Kickbite GmbH 

vince@kickbite.io

+4917641746931

LANGUAGES

English (C1/C2)
German (B1)
Russian (Native)

Timeline

Customer Success Manager

Kickbite GmbH
10.2022 - Current

Customer Success - Working Student

Kickbite GmbH
12.2021 - 09.2022

Digital Marketing Intern

Kickbite GmbH
09.2021 - 11.2021

Internship

INDEQ-GEO LTD
01.2020 - 03.2020

M.A - International Economics

The Berlin School of Economics And Law

B.A - International Business

Peter The Great St.Petersburg Polytechnic University

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Daria Gornova