Katalin Majoros

About

Hi, I’m Maja, I help organizations turn their Customer Success, Experience and Services organizations into a scalable revenue growth engine with a learning culture. I lead by example in customer advocacy development, mentor and coach teams based on specific customer use cases and their strengths, and co-create operational systems that scale—to enable the focus on creating scalable impact. I specialize in developing high-performing global teams through designing and optimizing scalable, ROI-driven customer journeys + operations that align customer outcomes with business growth. As an ICF-PCC certified coach mentor, I embed coaching leadership into my CS organization, supercharging customer and team growth outcomes. My core competencies are: Customer Retention, ARR Growth Strategy, Scaling CS Operations, Customer Advocacy, Voice of Customer, Executive Stakeholder Engagement, Customer Journey Design, Customer Education, Community Leadership, Scalable Playbook Design, Leadership Development, Change Management, SaaS Growth. I'm currently on maternity leave raising a little new addition to our family and I'm getting ready to return to build and drive CS/ CX team impact. I'm honing my coaching leadership skills through mentoring (future) leaders and building learning communities in my spare time. Key Highlights: Built, coached and scaled CS teams of 50FTE+ from start-up to scale-up and beyond $100M ARR. Specialized in developing GRR and NRR strategies and frameworks that increased customer retention by 15% and upsell strategies that generated 50% additional revenue. Designed customer education hub programs, several learning communities, digital and offline success motions, with VOC programs that boost engagement and delight by 20%. Partnered with Product, Sales, and Marketing to translate customer insights into roadmap priorities and market differentiation. Embedded AI-powered workflows for CSMs to improve Time-to-Value acceleration and customer growth outcome coaching through customer education automations. When I’m not learning or coaching myself, I enjoy spending time with loved ones, pursuing side projects related to community learning, social impact, and exploring new natural and cultural destinations around the world.

Experience

• Full-time parenting · Career Break2024-09-01 –

  I’m currently on maternity leave, embracing this special time with my growing family. While I step away from the professional world briefly, I remain dedicated to mentor and coach CS professionals to take their impact to the next level. During this time I've been honing my skills in: talent & career development coaching, skill mentoring to build, scale and lead, designing my community coaching programs, learning AI skills & tools. I look forward to returning with renewed energy to build, lead and scale.

• Director of Customer Success · Meister2023-05-01 – 2024-09-01
• VP of Customer Success · Customer Alliance2022-01-01 – 2023-05-01

  Established, mentored and coached Strategic Director, Professional Services and Scaled Teams. Created and launched career and personal development models with team performance enablement systems. Further developed segmented customer journeys and strategies that scale and drive customer growth through increased adoption, expansion and retention by 20%.

• Head of Customer Success · Customer Alliance2020-09-01 – 2022-01-01

  Helped 5500+ customers of SMEs and Mid-/Enterprise size improve their customer experience, brand reputation and VOC efforts in 35 markets worldwide. Served clients such as: Mazda, Medicover, Radisson Blu, Holiday Inn, Best Western & more. Launched Professional Services model for Enterprise segment that increased high-touch BoB by 200%. Transformed, scaled and led Customer Success and Support Teams to achieve consistent NRR growth.

• Head of Customer Success · Spott2020-01-01 – 2020-09-01
• Senior Customer Success Manager · CHEQROOM2017-05-01 – 2020-01-01
• Senior Customer Experience Manager · KBC Bank & Verzekering2014-02-01 – 2017-05-01
• Customer Experience Analytics Manager · Vodafone2012-04-01 – 2014-04-01
• Worldwide Business Transformation Analyst · IBM2011-06-01 – 2012-06-01
• Senior Sales & Customer Operations Specialist - Benelux · IBM2009-06-01 – 2011-06-01

Education

• Budapest University of Economics and BusinessBachelor of Science, International Business and Management
• Coach Training EDU
• Stanford UniversityInnovation and Entrepreneurship
• Uprise AcademyEntrepreneurial Studies
• Grow Group HungaryChange Management

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