Adél Richter

Made in Hungary · Resides in Romford, Essex · 07934 525825 · Drop me an email!

I am an experienced Enterprise Customer Success Manager with passion for helping developer teams of enterprises, scale-ups and start-ups reach their engineering goals. Being head over heels in love with web development, software engineering - and technology as a whole -, and having genuine interest in customer productivity, I assisted over 800 different businesses of every size throughout my career to get multiple steps closer to their key objectives.

Experience

Senior (Enterprise) Customer Success Manager

Vercel

During my tenure as a Senior Customer Success Manager at Vercel, I had the opportunity to work closely with 30 Enterprise accounts, providing hands-on support and strategic guidance.

  • Managed a portfolio of e-commerce, crypto, health and AI accounts, valued at just under $2 million total ARR.
  • Consistently met and exceeded NDR goals of 110% each quarter.
  • Conducted onboardings, success planning sessions, launch questionnaires, “confetti calls” (to celebrate launches), roadmap reviews, QBRs and EBRs with customers to ensure maximum value gain.
  • Actively participated in shaping Vercel’s Success Planning and EBR motions from Day 1, and was the first one to present an EBR to technical and non-technical economic buyers.
  • Organised in-person visits and workshops for strategic customers to maximise account growth - successfully.
  • Proactively searched for expansion opportunities within my portfolio, and grew it by over $130,000 each quarter, two quarters in a row.
  • Orchestrated dedicated account teams around the customers’ needs, and ensured that the feedback loop between the customer and our Product and Engineering teams remained uninterrupted.
  • Ensured close collaboration with the customers' champions, and worked tightly as a team to iron out technical issues, and move forward towards our mutual goal: growth.
    • October 2023 - Present

    Mid-Market Technical Success Manager

    CircleCI

    As a Technical Success Manager, I managed and co-managed an assigned book of 90-200 Mid-Market annual customer accounts, focusing on driving the most value to the customer from the immediate post-sales period and beyond. My own book of business exceeded an annual revenue of $2.3 million.

  • Consistently met and exceeded expectations of all key objectives during my tenure, achieving 100% logo retention, 100% customer satisfaction, below 5% churn, moreover, on target call-to-action completion and high value activities.
  • Conducted onboarding sessions where the customers were introduced to new and existing features that help them make the most out of their investment - resulting in an 85% retained engagement within newly onboarded customers.
  • Held regular quarterly business reviews where I explored business and technical use cases, set up and updated detailed success plans to accomplish business objectives.
  • Analysed client performance metrics and YAML configuration files to identify optimisation opportunities, then presented these in configuration evaluation meetings to open up high level technical discussions with customers.
  • Orchestrated effective collaboration with the Sales, Support Engineering and DevOps Engineering teams, bringing the customers a resolution within 24 hours to their complex programming and commercial challenges.
  • Produced weekly reports to forecast platform usage and successfully identified potential risks and upsell opportunities.
    • August 2022 - October 2023

    Customer Success Associate II

    CircleCI

    Being a Customer Success Associate II, my main responsibilities were around identifying new opportunities across CircleCI's month-to-month customers, and spread awareness of productivity boosting best practices.

  • Ensured efficient communication in cases of credit refill charges - while investigating these, I could identify twice as many upsell opportunities as we did via standard email notification.
  • Monitored declining customer spend and identified trends to prevent churn.
  • Facilitated fundamental onboarding meetings for monthly subscription customers.
  • Conducted configuration evaluation by analysing feature adoption in reports and in a customer's YAML configuration file. Where there was an opportunity, I educated the customer on certain features that would accelerate the speed of their development cycle, and assisted with implementation.
    • April 2022 - October 2023

    Branded App Specialist and Customer Success Manager

    CleanCloud

    Aside from my regular Customer Success duties, I became responsible to creating a process to upsell, collect content for and develop branded applications, through to releasing them on the App Store and Play Store.

  • Efficiently sourced and identified clients who would benefit from an app branded to their business.
  • Liaised with clients about their needs and wants regarding the app layout and feature stack.
  • Developed and debugged branded applications for iOS and Android devices using basic Vue.js and SCSS within NativeScript framework. With this, I gained fundamental professional understanding of working with Android Studio and XCode.
  • Reviewed and updated existing branded applications based on client requests.
  • Debugged and scaled applications for multiple devices, including different sized mobile phones, tablets and iPads.
  • Prepared apps for release and submitted them to the App Store and Play Store.

    • Example Application - The Urban Wash

    November 2021 - April 2022

    Customer Success Manager

    CleanCloud

    As a SaaS Customer Success Manager, my key objectives were to retain customers, keep them engaged with our massive software, and help them make the most out of their subscription.

  • Effectively prioritised and managed a portfolio of 500+ accounts.
  • Consistently went above and beyond KPIs, including client satisfaction, maximum churn and upselling, as well as implementing innovative solutions to achieving targets.
  • Introduced automations to engage customers, gain sufficient data about churned accounts, and document feature requests. These methods improved our team's overall productivity, reduced case handing time significantly, and increased the company's NPS score.
  • Organised regular check-in calls with top performers and clients who needed support to see what changes may be necessary to maximise their business' efficiency.
  • Proactively searched for and proposed improvements to the software based on client feedback and personal observations. To ensure that the voice of the customer is always heard, I prepared detailed case studies using data from multiple businesses; and demonstrated the benefits to top stakeholders in our regular monthly meetings.
  • Developed an internal procedure to efficiently report bugs to developers - this remarkably decreased developer time spent on debugging, and drastically reduced the period between bugs being reported and fixes being released for them.
    • April 2021 - April 2022

    Customer Love Representative

    Butternut Box

    As a part of a growing team and start up, ensured that all customer queries, complaints were answered promptly via phone calls, live chat, emails and on social media platforms.

  • Performed exceptionally at quality assurance reviews, achieved a five-star customer service rating multiple weeks in a row.
  • Suggested important improvements to the digital product, thinking about the customer and business needs.
    • November 2020 - April 2021

    Customer Service Specialist - B2C and B2B

    Booking.com

    Handling guest and accommodation complaints and requests (relocations, accommodation related complaints, misconducts, special requests, modifications, cancellations, etc.), successfully mediating between the two parties to reach an appropriate middle ground solution in most cases.

  • Resolved an average of 220 inquiries in any given week and consistently met performance benchmarks in all areas - volume, satisfaction, quality and adherence.
  • Became the lead to-go person on my language line and in my team to assist new hires and fellow, more senior colleagues from the second month of my employment.
    • February 2019 - November 2020

    Further Professional Experience Available On Request

    2015 - 2019

    Education

    The Open University

    Bachelor of Science
    Computing & IT and Psychology
    September 2019 - 2022

    Eötvös Loránd University

    Bachelor of Arts
    Korean Studies and Management
    September 2014 - July 2018

    Skills

    Programming Languages I'm familiar with
    Tools I've worked with on a daily basis
    Other skills
    • Problem-solving
    • Collaboration in Cross-Functional Teams
    • Process Implementation and Improvement
    • Agile Development & Scrum

    Interests

    Aside from my passion for my work and eagerly picking up where I left off with web development, I enjoy spending most of my time outdoors with my wife and our Labradorable dog, Donut. You'd find us most of the time in a forest hiking, or on the beach enjoying the sunshine.

    One of my favourite things to do in my day-to-day is to take Donut out to the forest and consistently continue her gundog training - we're getting real good at it!

    When forced indoors, I enjoy watching true crime documentaries and connecting the dots in these cases with psychology. Though, when I desire something that's less heavy and more wholesome, I often turn to listening to Korean Pop, and even learning a choreography!

    Fun Facts about my life

    • I'm surrounded by developers, which definitely motivates me to learn more - my best friends, my wife and my customers are all devs!
    • I was the lead guitarist of a cover band that played Japanese Metal and Korean Pop - 'metalified'.
    • Weight lifting gave me my confidence back - my personal best is 230 kg on the leg press!
    • I've always wanted to learn how to dance, so at the ripe age of 27 I decided that it was time. I learnt numerous choreographies, and tapping into a new style everytime!
    • I moved to the United Kingdom in 2015 with one suitcase, and came for one year. Plot twist: it's 9 years later, I'm still here, currently pursuing my British citizenship.
    • Learning to drive was always something that was on my bucket list. In 2022, I finally got my licence, and since then I drove over 30 000 miles across the UK and Europe.