Erduan Saliu
North Macedonia
Summary
Experienced Customer Success professional with a proven track record of strategically managing large books of business and driving customer satisfaction, retention, and growth in SaaS and HR tech. Proficient in resolving complex customer escalations, working seamlessly with cross-functional teams, and delivering tailored solutions that address diverse client needs. Skilled in customer onboarding, upselling, and optimizing processes, with a focus on scaling customer success strategies in fast-paced, high-growth environments. Known for innovative problem-solving, mentoring new team members, and maintaining a customer-first approach that drives impactful results.
Overview
5
5
years of professional experience
Work History
Scale Customer Success Manager
Remote
03.2023 - Current
- Managed a portfolio of 250+ accounts, driving retention and expansion through scaled proactive engagement, upselling, and cross-selling opportunities aligned with customer goals.
- Resolved high-priority customer escalations in collaboration with internal teams like Payroll, Billing, Legal, and Offboarding as well as many others, restoring customer trust and satisfaction.
- Created and implemented the Scale CSM Escalation SOP, improving escalation management and resolution efficiency across departments.
- Mentored new hires through the Scale CSM Mentorship Programme, earning recognition for enhancing the mentorship experience and creating a seamless onboarding experience.
- Led the AI-Customer Success project with a group of 9 team members, driving workflow and day-to-day task optimization for CSMs with AI tools like ChatGPT, Claude, and Notion AI, improving team efficiency and scalability.
- Developed asynchronous email templates for Remote’s core products, streamlining customer communication and enhancing onboarding experiences.
- Often utilized customer feedback to inform changes and improvements with the Product teams.
- Partnered closely with the Onboarding team to address customer and external employee-specific challenges, ensuring smooth onboarding processes and efficiency.
- Shared key insights on products and workflow updates during weekly team calls, fostering team alignment and knowledge sharing.
- Contributed significantly to exceeding team metrics, with quarterly goals consistently reaching 100%+ and an overall annual success rate of 96%.
Creator Sales Development Team Lead
Influencers.Club
06.2022 - 03.2023
- Developed and maintained detailed spreadsheets to track daily, weekly, and monthly metrics, presenting results and setting new targets during company meetings.
- Led comprehensive training sessions for the department, introducing innovative ideas and processes to enhance workflow, and provided individualized training for new team members.
- Conducted social media and lead prospecting, crafting personalized emails for each qualified lead to align with client pricing packages.
- Executed daily email campaigns via Gmass and Mailjet, performing A/B testing to optimize templates for various target audiences and niches.
- Managed task distribution for team members using ClickUp, and created new data tasks and requests through Asana for the data team.
Senior Onboarding Partner Success Manager
Slice
02.2021 - 08.2022
- Collaborated with the sales team to monitor account acquisition and supported the sales process, enhancing account retention through strategic upselling and cross-selling during the entirety of the onboarding period.
- Managed newly sold accounts for a prolonged period of time or until they were transitioned to a permanent account manager, maintaining high levels of communication and effectively guiding them through the onboarding process to successful activation on our platform.
- Employed critical thinking to address client concerns, ensuring decisions led to favorable outcomes; mentored team members to achieve targets and adhere to onboarding policies, setting them up for success.
Senior SMB Account Manager
Slice
11.2020 - 01.2021
- Expertly managed 200-300 accounts concurrently, coordinating closely with multiple departments to ensure swift and accurate updates to partners' information.
- Cultivated and maintained productive relationships with existing partners, effectively aligning our solutions with their needs to enhance satisfaction and retention.
- Skillfully handled incoming escalation calls, ensuring quick resolution of concerns.
- Provided mentorship and guidance to junior account managers, helping them achieve their sales goals and develop their client management skills
- Collaborated with marketing and product teams to create customer-specific marketing campaigns and promotions to drive engagement and sales
- Conducted regular business reviews with clients to identify opportunities for upselling and cross-selling additional products and services
- Led cross-functional teams to develop and implement customized account strategies that drove client retention and growth
SMB Account Manager
Slice
10.2019 - 10.2020
- Managed a portfolio of 180+ small and medium-sized business accounts, consistently exceeding revenue targets by 30%.
- Developed customized solutions to address client needs and drive business growth, resulting in a 15% increase in customer satisfaction ratings.
- Conducted regular account reviews and implemented cross-selling strategies that led to growth in account value.
- Collaborated with internal teams to streamline processes and improve overall customer experience, resulting in a 10% reduction in churn rate.
Education
Undergraduate - English Language and Literature, General
Ss. Cyril And Methodius University of Skopje - Faculty of Philology
North Macedonia, SkopjeSkills
- Customer Relationship Management
- Customer Retention
- Strategic Account Management
- Value Selling
- Project Management
- Data Analysis
- Strategic planning
- Sales proficiency
- Customer onboarding
Languages
English
Proficient
C2
Albanian
Proficient
C2
Macedonian
Upper intermediate (B2)
A1
Timeline
Scale Customer Success Manager
Remote
03.2023 - Current
Creator Sales Development Team Lead
Influencers.Club
06.2022 - 03.2023
Senior Onboarding Partner Success Manager
Slice
02.2021 - 08.2022
Senior SMB Account Manager
Slice
11.2020 - 01.2021
SMB Account Manager
Slice
10.2019 - 10.2020
Undergraduate - English Language and Literature, General
Ss. Cyril And Methodius University of Skopje - Faculty of Philology
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