Customer Success Manager

Raul Ciocan

I onboard, keep, and grow B2B customers. Seven years, 100+ accounts, zero churn.

I do this for B2B companies that can't afford to lose customers: onboarding, retention, account growth, and the trust that keeps people from leaving.

Get in touch See my track record

Raul Ciocan, smiling, looking at the camera

The numbers

The track record

Over seven years I managed 100+ B2B accounts and millions in client revenue. Here's what consistency and genuine care produced.

churn across the full portfolio, over seven years

0 / 100

accounts that became repeat customers

accounts that became long-term, continuous clients

0 days

on average, before a new client saw their first results

The service delivered real results, and that's the foundation. My job was to make sure every customer experienced those results fully, felt looked after, and saw the next opportunity to get more value. That's why they stayed.

What I do

How I work with customers

The core of customer success, and how I approach each part.

Onboarding

I've personally onboarded over 100 clients. I make sure every stakeholder knows what to do, what to expect, and what value they'll get, and I stay close early so they reach a real result fast.

Retention and churn prevention

I keep relationships warm with consistent, proactive contact: checking in on outcomes, surfacing value customers haven't used yet, and catching concerns before they grow.

Account growth

In regular reviews I spot new needs and expand accounts naturally. When a customer is ready for more, I grow the account around real demand. Never a pushy upsell, always tied to an outcome they want.

Conflict and escalation handling

When something goes wrong, I handle it directly and calmly, with transparency, and work the situation back to a good outcome while protecting the relationship.

Reviews and reporting

I run regular check-ins, track satisfaction with automated CSAT and NPS, compile the performance data, and present it back in clear terms with concrete next steps customers can act on.

Why customers trust me

The part you can't fake

I have a Master's in performative arts. It sounds irrelevant to customer success, but it's actually the whole reason I'm good at it.

I spent years studying how people behave, what they actually need versus what they say, and how they decide and communicate. So I don't just manage accounts. I read people, build genuine trust, and make customers feel genuinely looked after. That's the difference between a customer who renews and one who quietly leaves.

A quick hello, in my own words

Experience

Where I've done this

Customer Success and Account Manager

OnlineToborzás (recruitment agency, Hungary) · 2018–2025 (7 years)

Owned 100+ B2B accounts end to end, worth millions in client revenue. Clients bought full 30-day recruitment campaigns: I generated high volumes of qualified candidates and delivered them into a worksheet their HR and recruiters could act on straight away, the whole process for a fraction of a headhunter's fee. The result: zero churn in seven years, most renewed, and many ran several campaigns at once.

Internal Systems and Enablement

Product Career Accelerator (career coaching company) · 2025, full-time

Helped a fast-growing B2B coaching company run smoothly: built reporting tools, improved internal processes, and developed tools that helped customers progress through the program toward their goal.

Marketing Specialist, B2B Partner Communications

Melinda Instal (construction & home-services hardware distributor, Romania) · 2021–2023

On the marketing team for a distributor with 20,000+ products in stock. I handled B2B partner communications and the materials that kept their trade partners informed: new offers, events, and trainings on new products and technologies.

Featured project

BeyondTheSale: CRM and Client Portal

Delivered client engagement

I designed and built the CRM and client portal their team uses to train their customer success managers, keep delivery consistent, and give every customer a clear view of their own progress.

A look inside the CRM I built for them.

It is one thing to do customer success well. It is another to understand it deeply enough to write down how it works and build it into software a whole team can run. To make it real I had to turn the quiet judgment of a good CSM into something concrete: what a healthy account actually looks like, where a customer first feels real value, what should happen the moment an account goes quiet, and how a new CSM gets up to speed fast. Good outcomes stopped depending on who happened to pick up the account.

A client portal where each customer sees their own goals, milestones, and progress in one place, instead of waiting on an email.
Account health signals that flag a customer slipping early, so the team can reach out before there is ever a problem.
Onboarding and playbooks built in, so a new CSM ramps up in weeks and every customer gets the same care.

This is the clearest proof I can offer: I have not just done customer success, I have studied it closely enough to write it down, build it, and make it teachable.

Fast learner

Taught myself to build software from scratch, SmartSuite certified, comfortable picking up any new tool or CRM quickly.

Comfortable with data

Strong analytical side, happy in spreadsheets and reports. I let the numbers guide decisions.

AI and automation

I build AI-assisted workflows, so I can make customer success processes faster and more consistent, not just follow them.

Trilingual

English (fluent), Hungarian (native), Romanian (fluent).

Contact

Let's talk

Looking for a Customer Success Manager who genuinely cares whether your customers succeed? I'd love to talk.

Email me

ciocanraul@gmail.com linkedin.com/in/raul-ciocan

Based in Romania · available remote · fully fluent in English