Chatlin Helm
Tallinn
Summary
Proven track record in account management across various industries, specializing in SaaS. My experience spans working with individuals, SMBs to large enterprise customers, easily adopting the right approach to each. I value teamwork and collaboration, while also thriving in independent work settings. I'm quick thinker who's not afraid to think outside the box. Always making sure I know the product or industry I work with/in thoroughly.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
HautAI
10.2022 - Current
- Managing a portfolio of SMB and Enterprise customers, providing personalized support, and resolving critical issues to ensure client retention and satisfaction.
- Successfully onboarding new clients, guiding them through compliance, technical implementation, and setting expectations for optimal product usage.
- Proactively identifying and up-selling relevant products/services, increasing customer lifetime value and average revenue per user.
- Conducting regular account reviews to assess usage and product adoption and strategizing plans how to improve on these for customers in my portfolio.
- Renegotiating annual Enterprise contracts.
- Building and maintaining strong relationships with key stakeholders, both internally and externally.
- Collaborating actively with the Product team to improve the product offerings and plan new features.
- Additionally helping Marketing and Sales teams with newsletters, campaign ideas or other projects.
Customer Success Manager
Bidrento
11.2021 - 10.2022
- Managing, supporting, and activating free trial accounts.
- Onboarding paying business accounts by providing coaching and support.
- Collaborating with the product team to deliver custom orders for customers.
- Planning and executing inbound marketing campaigns.
- Dealing with cancellations and collecting feedback and data.
- Writing and managing the knowledge base.
- Ensuring all-time positive customer experience by communication and maintaining professional relationships.
Customer Success Manager
Treamer
05.2021 - 08.2021
- Building strategy with the team for launching the product on the local market.
- Providing regular feedback for the product team about the app to localize it for the local market.
- Working closely with the sales team to onboard business accounts.
- Performing a range of client-related administrative tasks from product support to building new operating models.
- Demoing the product to customers, and planning marketing strategies.
Customer Success Manager
Xolo
01.2019 - 12.2020
- Managing a portfolio of SMB customers to ensure their success.
- Performing onboarding activities and demos to ensure successful product adoption rate for new customers.
- Receiving and answering customer/lead inquiries.
- Proactively engaging with customers to ensure they are getting the most out of the product to increase the lifetime value of customers.
- Identifying sales opportunities (cross-sell).
- Working cross-functionally with onboarding and marketing teams to ensure value expectations are aligned and achieved from the beginning.
- Assessing, documenting, and analyzing customer progress toward stated goals and results.
- Presenting feedback from customers to the Product team to improve the product offerings.
- Participating in the planning of marketing campaigns to generate awareness and retain user adoption.
- Creating and scheduling campaign timelines.
- Providing content and running webinar sessions for leads and existing customers.
- Planning & executing meetups, and other on-location events for leads and customers.
Customer Onboarding Officer
Xolo
12.2016 - 01.2019
- Turning leads to customers through multiple live channels and ticketing systems.
- Seeing through and assisting with the full onboarding process, which means helping customers through the process of starting their company or virtual business.
- Presenting feedback from leads and customers to the developing team to improve the product.
- Participating in marketing and growth processes.
Office Manager
AGA Regional Business Unit Northern Europe
08.2014 - 08.2016
- Assisting the management with daily tasks, organising meetings and appointments, booking transport and accommodation, preparing letters, presentations and reports, organising induction programmes for new employees, organising office events and parties.
- Additionally, performing customer support tasks, authorisations, invoices, orders, etc.
Education
Bachelor of Arts - Humanities And Social Thought, Concentrations in Art And Aesthetics; Literature And Rhetoric
Bard College Berlin
Berlin06-2014
Skills
- Quick Problem Solver
- Critical Thinking
- Data-driven decision making
- Recognizing trends
- Effective communicator
Websites
Languages
English
Bilingual or Proficient (C2)
Estonian
Bilingual or Proficient (C2)
German
Upper intermediate (B2)
Timeline
Customer Success Manager
HautAI
10.2022 - Current
Customer Success Manager
Bidrento
11.2021 - 10.2022
Customer Success Manager
Treamer
05.2021 - 08.2021
Customer Success Manager
Xolo
01.2019 - 12.2020
Customer Onboarding Officer
Xolo
12.2016 - 01.2019
Office Manager
AGA Regional Business Unit Northern Europe
08.2014 - 08.2016
Bachelor of Arts - Humanities And Social Thought, Concentrations in Art And Aesthetics; Literature And Rhetoric
Bard College Berlin
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