Jakub Horodecki

Knowledgeable and dedicated Customer Success professional with extensive experience in SaaS startups. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

• Improved operational efficiency was achieved by overhauling the notification system for expiring license keys, leading to a more seamless experience for both Amazon stakeholders and my support team.
• Attained the President's Club Award on seven occasions and garnered five nominations throughout my tenure as a CSM.
• Centralized all "Test License Key" requests from customers to myself, enhancing streamlined discovery and opportunity tracking processes previously scattered across support channels.
• Broke company records by achieving the highest sales as a CSM, securing $1.6 million in existing business sales.
• Streamlined the QBR process, reducing build time by approximately 40% to foster more impactful client interactions.
• Pioneered the creation of an internal Highspot page, providing leadership with insights into strategies, campaigns, and tailored business insights for each Amazon division. The template established became the benchmark for other CSMs.
• Orchestrated a pivotal introduction between my CTO and top executives at Cardinal Health, resulting in our inclusion in their innovation efforts and product roadmap.
  Successfully recruited 13 diverse stakeholders to join a Customer Advisory Board, enriching customer feedback channels.
• Implemented a Trello Board system to efficiently manage accounts and deliver transparent updates to leadership on ongoing engagements.
  Developed an internal protocol to identify, track, and update outdated software versions for customers, ensuring optimal performance.
• Formulated and executed strategic account plans, driving customer growth and securing multiyear extensions with an ARR of $2.5 million.
• Led an onsite visit to shadow workers, uncovering adoption barriers that led to a six-month project revamp and implementation of a new product. This initiative resulted in a significant three-year renewal for one of the company's most strategic accounts.