Ben Aizenberg

- Led and managed end-to-end customer journeys of more than 2,000 B2B customers, from contract signature through onboarding, adoption, and ongoing success. - Improved and redesigned onboarding processes, which contributed to reducing churn from 1% to 0.6%. - Initiated structured processes for detailed analyses on reasons for churning, refunds and compensations, and proactive actions to avoid customer attrition. - Managed cross-functional projects involving new product launches while working closely with Product, Marketing, Sales, Operations, and Support teams. - Designed and operated processes that focus on the customer, enhancing service quality, efficiency, and scalability. - Analyzed churn, retention, revenue, and customer feedback on a monthly basis, reporting data insights along with recommendations to senior leadership. - Managed a customer success team directly, leading matrix management of 20+ stakeholders across departments. - Led alignment of business objectives to customer experience strategy.

- Managed customer acquisition and business relationships for both domestic and overseas clients. - Identified the early warning signs for churn by doing analysis on the usage, feedback, and the business. - Handled renewals, assisted with sales, and ensured customer commercial status was maintained. - Developed and continue to maintain the knowledge base for the department. Conducted full team member trainings. - Served as a key point of coordination between the customers and the various teams.

Practical, hands-on Customer Success training focused on SaaS B2B environments, onboarding strategies, churn prevention, customer lifecycle management, and cross-functional collaboration with Product, Sales, and Operations.