Customer Retention

Customer Retention

It's time to work deeper with your existing customer base!
I can help define and operationalize Customer Success (CS) strategies and programs to drive customer retention and revenue growth.
This is a 1-hour consulting call where we will discuss your desired related retention and upsell topic.

The best way to prepare for the call is to:
— Clearly outline your problem/opportunity
— Come prepared to discuss what you have tried in the past and any metrics you have to share.

Who am I?

Hi! I’m Kateryna Gordienko.

I have over 12 years of experience in Customer Success in B2B SaaS. I have successfully established Customer Success and Support processes from scratch, leading to improved customer retention at my current company, which boasts a large customer base.
Under my management, we achieved a Net Revenue Retention (NRR) of over 100%, a Customer Satisfaction Score (CSAT) of 100, and a Net Promoter Score (NPS) of 70 at my current company.

Currently, I work full-time as the VP of Customer Success at YouScan. In addition to my role, I also advise start-ups, write blog CS українською, and develop the Customer Success community CS українською.

Visit my Linkedin for more details.

I typically have weekly coaching sessions with founders or first-time Customer Success leaders at B2B SaaS companies.

Areas of Expertise:

  • Customer Journey Mapping

Understand the stages your customers go through when interacting with your company to improve their experience and guide them to business outcomes.

  • Onboarding and Review Programs

Implement strategy and playbooks that help you better understand customer needs, deliver value for customers, predict churn and find opportunities to customer grow.
Build step-by-step processes to guide your customers to their business outcomes.

  • Building aligned processes between CS-Support-Sales-Marketing-Product

  • Mentoring rising CS leaders

Sales fields:
IT sales strategy in B2B
IT sales strategy in B2C
Outbound Sales
Inbound Sales
Sales automation
Cold outreach
Lead generation
Customer success management
SalesOps
Sales skills:
ICP and buyer persona creation
Tools for sales automation
Lead validation and qualification
Customer journey map in B2B
Customer journey map in B2C
Outbound sales
Multichannel approach
Negotiations
Customer care skills:
Calls
Online chats
Email
Social media & messengers
Support service organization
CRM systems
SLA
Internal quality control
Traffic planning
Employee rating
Scripts
Customer interaction assessment (CES, CSAT, NPS)
Onboarding / Training
Knowledge bases
Customer journey
Automation, self-service
support e-NPS
Budgeting
Analytics
Language:
English
Ukrainian
German
Spanish
French
Swedish
Finnish
russian
Industries:
B2B
B2C
SaaS
Marketplace
Fintech
Crypto
Enterprise
Healthcare
AI / ML / Big Data
eCommerce
Advertising
Marketing
Education / Edtech
Web3
Metaverse
Mobile apps
Gamedev
Automotive
Retail
Real Estate
Banking
Insurance
Cyber Security
HR
Media
Sustainability / Eco
Governmental
Betting / Gambling
FMCG
eDocuments
HoReCa / Hospitality
DeepTech
Telecom
Donation the Armed Forces of Ukraine (except for the commission of the platform 20%): 100

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