Simona Zlatkute
Berlin
Summary
Experienced Customer Success professional with a strong track record in managing strategic accounts, leading teams, and driving customer retention and growth. Skilled in cross-functional collaboration, process improvement, and delivering business value through customer-centric strategies.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Interim Account Management Team Lead
Treatwell
07.2025 - Current
- Leading and coaching a team of 11 Account Managers, driving onboarding, upsell, and churn reduction across Treatwell’s salon partner base.
- Conducting regular 1:1 coaching sessions, coordinating onboarding and training, and sharing best practices to drive team development and maintain high service quality.
- Analysing KPIs, gathering actionable insights, and implementing process optimisations that improve team performance and operational efficiency.
- Act as a key stakeholder in operational improvements, introducing scalable processes and advocating for the AM team in leadership discussions.
- Successfully updated Sales to Account Management handover process that resulted in reduced time for partner onboarding.
- With the help of process improvements and structure, reduced churn rate by 0.4%.
- 4 months contract
CS Consultant
Customer Obsessing Consulting
04.2024 - 01.2025
- Led end-to-end development of customer journey maps and scalable success playbooks, reducing onboarding time by 30% and increasing customer satisfaction across multiple clients.
- Defined and launched strategic customer success initiatives for SaaS companies, aligning cross-functional teams and driving long-term retention and expansion.
- Advised leadership on team structure and resource planning, enabling clients to scale CS operations effectively and improve team efficiency.
- Designed and facilitated leadership coaching programs and operational workshops, empowering CS and Support teams to execute on strategic objectives.
- Implemented collaboration frameworks that enhanced handoffs between CS and Support, resulting in faster time-to-resolution and improved customer experience.
Customer Success Lead
Vero
05.2023 - 06.2024
- Owned a portfolio of 25+ strategic enterprise accounts, driving 20% YoY revenue growth through proactive success planning, upselling, and renewal management.
- Implemented third-party CS tools (e.g., Planhat, Vitally), improving team workflow efficiency and enhancing customer health visibility.
- Developed and operationalized a structured customer journey framework, leading to a measurable increase in NRR and overall account satisfaction.
- Spearheaded churn prevention initiatives, reducing churn by 18% through data-driven insights and targeted success interventions.
- Acted as the strategic voice of the customer across product, sales, and marketing teams, influencing roadmap decisions and aligning internal efforts with customer outcomes.
Customer Success Project Manager
Uniform Systems, Inc.
06.2022 - 05.2023
- Managed a portfolio of 15+ enterprise accounts with full ownership of retention and growth, achieving consistent improvements in Net Revenue Retention (NRR).
- Defined success plans and aligned customer goals with product strategy, resulting in stronger engagement and increased account stickiness.
- Co-led a revamp of the onboarding framework alongside the Head of Customer Success, reducing time-to-value by 25% and improving early-stage customer satisfaction.
- Partnered cross-functionally with marketing, sales, and product teams to execute success initiatives, launch customer advocacy programs, and drive lifecycle improvements.
- Delivered strategic insights to internal stakeholders based on customer feedback and usage trends, influencing roadmap and reducing feature-related churn triggers.
Head of Customer Support
Commerce Core
03.2021 - 06.2022
- Led and scaled a team of 30+ customer support agents and team leads across multiple regions, achieving consistent improvements in first response time and CSAT.
- Developed and implemented support policies, SOPs, and escalation processes, streamlining operations and increasing resolution efficiency.
- Set and monitored customer satisfaction goals, introducing regular performance reviews and coaching programs to elevate service quality.
- Used data insights to identify recurring customer issues, collaborating with product and engineering teams to implement high-impact fixes.
- Championed the internal adoption of customer-centric tools and workflows, enhancing both customer and agent experiences.
Product Support Specialist
Treatwell
01.2020 - 03.2021
- Coordinated cross-team efforts to launch new product features and support the merger of two SaaS systems, ensuring a smooth transition for internal teams and customers.
- Developed and delivered training programs and materials to support adoption of new tools and features across Customer Support and Operations.
- Maintained and expanded the internal knowledge base to drive self-service and reduce ticket volume.
- Acted as a key liaison between product, tech, and support teams, contributing to agile sprints (Jira, Kanban/Scrum) and user testing initiatives.
- Provided technical and functional support across multiple internal tools (Jira, Wordpress, Wiki Markup).
Market Growth Manager
Treatwell
10.2018 - 01.2020
- Drove 500% growth in bookings and partner acquisition in the Lithuanian market within one year by launching targeted B2B and B2C marketing initiatives.
- Supported the launch of Latvian and Danish markets, coordinating go-to-market strategy and local operations.
- Awarded the “Best Partner Experience” in the Treatwell Glowies Awards 2018 for outstanding customer impact and collaboration.
Pricing Intern/Analyst
Carethy Spain
08.2015 - 09.2016
- Conducted pricing and margin analysis across multiple brands and markets, providing strategic insights to the purchasing team.
- Managed intern coordination and pricing operations for LATAM, identifying process inefficiencies and driving improvements.
Education
Master of Science - Marketing Management
INSA Business, Marketing & Communication School
Barcelona, Spain01.2019
Bachelor of Science - Business Finance
International Business School At Vilnius University
Vilnius, Lithuania05-2016
Skills
- Hubspot / Salesforce
- JIRA
- Zendesk
- Planhat
- Customer Journey Design
- Onboarding Optimization
- Team Coaching
- Strategic Upselling
- Leadership
- Communication
Certification
May 2024 — Jun 2024 Customer Success Leader Certified Professional, Gainsight
LANGUAGES
Lithuanian Native Speaker
English C2
Spanish A2
German A2
Timeline
Interim Account Management Team Lead
Treatwell
07.2025 - Current
CS Consultant
Customer Obsessing Consulting
04.2024 - 01.2025
Customer Success Lead
Vero
05.2023 - 06.2024
Customer Success Project Manager
Uniform Systems, Inc.
06.2022 - 05.2023
Head of Customer Support
Commerce Core
03.2021 - 06.2022
Product Support Specialist
Treatwell
01.2020 - 03.2021
Market Growth Manager
Treatwell
10.2018 - 01.2020
Pricing Intern/Analyst
Carethy Spain
08.2015 - 09.2016
Master of Science - Marketing Management
INSA Business, Marketing & Communication School
Bachelor of Science - Business Finance
International Business School At Vilnius University
LINKS
LinkedIn Profile