NARGIS ARTYUSHEVSKAYA
Schaumburg,IL
Summary
Dynamic leader with a proven track record in startups, driving customer success and retention strategies that achieved 98% customer satisfaction. Expertise in strategic account leadership and cross-functional collaboration enhances product development and optimizes operational processes. Focus on sustainable growth through effective influence and innovative solutions.
Overview
25
25
years of professional experience
Work History
Vice President of Customer Success
ZENTIST
, United States
10.2024 - Current
- Own enterprise Customer Success and Account Management strategy across strategic and enterprise customers
- Strategically expanded Account Management team from 7 to 16 while strengthening performance, accountability, and execution rigor
- Built and scaled Technical Support team from 5 to 20 engineers, establishing coverage models, escalation paths, and service standards
- Integrated CRM and ticketing systems, providing end-to-end visibility across customer health, support performance, renewals, and expansion
- Serve as executive sponsor for strategic enterprise accounts, owning relationships, retention strategy, and long-term growth planning
- Drive executive alignment between Sales, Product, Support, and Engineering on post-sales growth initiatives
- Translate enterprise customer needs into prioritized product enhancements and feature development, influencing roadmap decisions
- Establish KPIs, operating cadence, and governance for retention, expansion, and customer experience at scale
- Healthcare SaaS | B2B2C
Senior Director of Account Management & Customer Success
ZENTIST
, United States
09.2023 - 10.2024
- Built Account Management and Technical Support organizations from zero, hiring, onboarding, and developing high-performing teams
- Designed and implemented all customer success and account management processes from scratch, including onboarding, escalation, renewals, and expansion workflows
- Integrated and standardized CRM systems, creating a single source of truth for customer health, renewals, and growth forecasting
- Improved customer retention from ~60% to 95% within 8 months, then stabilized and sustained performance
- Established customer health metrics, operating cadence, and executive business review frameworks
- Partnered with Product and Engineering to facilitate development of new features for strategic customers, directly influencing roadmap prioritization
- Acted as executive sponsor for key accounts, strengthening long-term partnerships
- Healthcare SaaS | B2B2C
Operations Director
ZENTIST
, United States
08.2022 - 09.2023
- Built scalable operational infrastructure supporting 150+ global employees, enabling consistent customer delivery and growth
- Implemented performance dashboards, workflows, and cost controls that improved operational efficiency and service quality
- Led workforce planning, recruiting, and performance management across multiple functions
- Healthcare SaaS | B2B2C
Operations Manager
ZENTIST
, United States
02.2022 - 08.2022
- Laid foundational operational processes and reporting structures during a rapid growth phase
- Supported leadership with data-driven insights on staffing, performance, and cost optimization
- Healthcare SaaS | B2B2C
Client Relationship Manager
THOMSON REUTERS
Moscow, Russia
01.2011 - 02.2022
- Managed enterprise and strategic client relationships across financial, legal, and corporate sectors
- Owned long-term account strategy, renewals, pricing negotiations, and expansion initiatives
- Built trusted relationships with executive stakeholders, positioning the company as a strategic partner
- Partnered cross-functionally with Sales, Product, and Support to drive adoption of complex information platforms
- Used customer insights and usage data to mitigate churn risk and identify growth opportunities
CRM & Sales Manager (B2B)
U-SOFT
Moscow, Russia
12.2019 - 01.2021
- Led B2B account management and sales for IT products and services
- Owned full sales cycle including negotiations, contracts, renewals, and upsell
- Achieved ~20% average monthly sales growth through consultative selling and account expansion
- Led complex IT integration projects; increased revenue by 35%
- Maintained CRM systems and data-driven engagement strategies
- IT Products Franchisee
Business Contract Manager
RENAISSANCE CONSTRUCTION
Moscow, Russia
02.2017 - 07.2019
- Managed contracts for 120+ contractors and coordinated teams of 80+ employees
- Negotiated agreements resulting in $1M+ in cost savings
- Led contract negotiations for a $1B+ flagship construction project, ensuring compliance and risk mitigation
- (LLC Renstroydetal)
National Sanitation & Hygiene Promotion Consultant
Ministry of Health & Social Protection of Tajikistan
, Tajikistan
07.2015 - 12.2016
- Reviewed national sanitation and hygiene strategies and evaluated large-scale public health programs
- Assessed program effectiveness and implementation gaps, providing data-backed recommendations to improve impact and sustainability
- Worked with government stakeholders and international partners to align national initiatives with best practices
National Consultant – Water & Sanitation
United Nations Development Programme (UNDP)
06.2014 - 07.2014
- Conducted assessments of water and sanitation initiatives to support national policy planning
- Delivered analytical insights and recommendations to improve program design and execution
National Project Officer – Water, Sanitation & Hygiene (WASH)
United Nations Children’s Fund (UNICEF)
04.2008 - 09.2011
- Managed WASH programs with annual budgets exceeding $500K, ensuring delivery against objectives and donor requirements
- Led and coordinated teams of 15+ staff, working closely with government agencies, NGOs, and donors
- Contributed to $50M+ in fundraising efforts through program design, reporting, and donor engagement
- Improved hygiene and sanitation conditions for 500+ schools and approximately 1 million children nationwide
Project Assistant – WASH Program
United Nations Children’s Fund (UNICEF)
02.2003 - 04.2008
- Supported implementation of national and regional WASH initiatives
- Coordinated field activities, partner reporting, and data collection
- Assisted with program monitoring, evaluations, and donor communications
Project Assistant – Health Education & Hygiene Promotion
ACTED
09.2000 - 02.2003
- Supported health education and hygiene promotion programs at the community level
- Assisted with outreach, training activities, and project reporting
- International NGO
Education
Master of Studies - Environmental Studies
State University of New York (SUNY ESF)
USA01-2014
Master of Science - Environmental Policy & Management
Oxford University
UK01-2012
Bachelor of Science - Economics & Management
Tajik State University
Dushanbe, Tajikistan01-2007
Associate Degree - Computer Engineering
Tajik State Polytechnic College
Kurgan-Tyube, Tajikistan01-2002
Skills
- Strategic account leadership
- Customer success management
- Retention strategies
- Renewals and expansion
- Executive stakeholder engagement
- CRM architecture and lifecycle management
- Cross-functional collaboration
- Product feedback and influence
- Contract negotiation
- Operational design and process optimization
- Data-driven decision making
Websites
Languages
- English, Fluent
- Russian, Native
- Tajik
Core Expertise
- Strategic & Enterprise Account Leadership
- Customer Success at Scale
- Retention, Renewals & Expansion
- Executive Stakeholder Management
- CRM & Customer Lifecycle Architecture
- Cross-functional Leadership
- Product Feedback & Roadmap Influence
- Contract Negotiation
- Operational Build-Out & Process Design
- Data-Driven Decision Making
Timeline
Vice President of Customer Success
ZENTIST
10.2024 - Current
Senior Director of Account Management & Customer Success
ZENTIST
09.2023 - 10.2024
Operations Director
ZENTIST
08.2022 - 09.2023
Operations Manager
ZENTIST
02.2022 - 08.2022
CRM & Sales Manager (B2B)
U-SOFT
12.2019 - 01.2021
Business Contract Manager
RENAISSANCE CONSTRUCTION
02.2017 - 07.2019
National Sanitation & Hygiene Promotion Consultant
Ministry of Health & Social Protection of Tajikistan
07.2015 - 12.2016
National Consultant – Water & Sanitation
United Nations Development Programme (UNDP)
06.2014 - 07.2014
Client Relationship Manager
THOMSON REUTERS
01.2011 - 02.2022
National Project Officer – Water, Sanitation & Hygiene (WASH)
United Nations Children’s Fund (UNICEF)
04.2008 - 09.2011
Project Assistant – WASH Program
United Nations Children’s Fund (UNICEF)
02.2003 - 04.2008
Project Assistant – Health Education & Hygiene Promotion
ACTED
09.2000 - 02.2003
Master of Studies - Environmental Studies
State University of New York (SUNY ESF)
Master of Science - Environmental Policy & Management
Oxford University
Bachelor of Science - Economics & Management
Tajik State University
Associate Degree - Computer Engineering
Tajik State Polytechnic College