Ema Biksadská, Manager of Customer Success in Malacky, has led her team to a 96% customer retention rate for three consecutive years while overseeing a portfolio of over 120 enterprise accounts. She designed and implemented a customer health scoring model that reduced churn by 28% within the first year of adoption. Ema also launched a proactive onboarding program that cut time-to-value for new clients by 40% and increased NPS from 52 to 71. Under her leadership, the Customer Success organization was recognized with a regional “Customer-Centric Company of the Year” award for outstanding service and long-term client partnerships.More...