April 2024 - Now
Profitroom
Profitroom is a global hospitality software technology company founded in Poland in 2008, and it has been growing steadily ever since. Today, it operates across 5 continents and supports over 3,500 hotel clients in optimizing their revenue streams.
Here, I work as a Customer Success Manager, delivering leading SaaS technology and marketing services that empower hoteliers to increase bookings, improve operational efficiency, and boost revenue performance — all while helping them offer outstanding guest experiences.
Main achievements 💪
🔶 Managed a portfolio of 44 hotel clients with an average satisfaction score of 7.6
🔶 Delivered quarterly business reviews for key accounts with actionable insights that contributed to renewals and upsells.
🔶 Identified risks early and implemented success plans that helped prevent 3 at-risk accounts from churning last quarter.
🔶 Drove a successful product releases by translating a client need into a compelling business case.
Success Stories 🚀
Challenge
To strengthen the relationship between Profitroom and hoteliers while proactively mitigating churn risks.
Define & Ideation
- Optimization Meetings focused on daily operations.
- Quarterly Business Reviews (QBRs) focused on long-term strategic goals, supported by data-driven presentations. These sessions were designed to demonstrate value and ROI by assessing the impact of our products and services on overall hotel performance.
Outcome
Hotel NPS Survey 📈
Challenge
Identify areas for improvement and track customer sentiment.
Define & Ideation
Conducteing a NPS survey among hoteliers to assess their satisfaction with and loyalty to Profitroom.
Outcome
Final Hotel NPS: 35
Total responses: 905 (from 739 hotels)
Average rating: 7.8
Product Improvement 🧩
Challenge
A client requested functionalities that our product didn’t offer.
Define & Ideation
- Built a compelling business case supported by industry insights and benchmarks.
- Presented the opportunity visually in Miro.
- Opened a public chat including senior stakeholders and the Product Owner to ensure follow-up.
Outcome
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