Elmahdi Abassi
Customer Success & Account Manager
linkedin.com/in/elmahdi-abassi-
Vilnius, Lithuania
Customer Success and Account Management professional with 4+ years of experience in SaaS,
cybersecurity, and hospitality operations across European markets. Proven ability to manage high-volume
client portfolios, drive retention, resolve complex technical and billing issues, and strengthen long-term
customer relationships in remote-first environments. Skilled in cross-functional collaboration, revenue
growth, and client lifecycle management.
Work Experience
Customer Success Manager (French Market)
Sep 2024 - Present
NordVPN | Vilnius ( Hybrid )
- Manage a portfolio of French-speaking customers across EMEA markets in a high-growth cybersecurity
environment. - Handle 70–100+ customer interactions daily via chat and email while maintaining high CSAT
performance. - Resolve complex technical, subscription, and billing issues using Zendesk and Stripe. Collaborate with product and technical teams to escalate and reduce recurring issues. - Identify churn risks
and apply retention strategies to improve customer lifetime value. - Contribute to customer advocacy by
ensuring seamless onboarding and product adoption.
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Key Focus Areas: Customer Retention | SaaS Support | Subscription Management | Technical
Troubleshooting | Remote Collaboration
Operations Supervisor
Jun 2022 - Mar 2024
Elevate Hospitality | Amsterdam (Remote)
- Led remote coordination of operations assistants managing multiple short-term rental properties. Negotiated and secured agreements with landlords, strengthening long-term partnerships. - Optimized
scheduling and operational workflows, improving efficiency and service delivery. - Managed onboarding and
performance supervision of distributed team members. - Maintained consistent communication with
property owners, ensuring high satisfaction and retention. - Contributed to business development initiatives
and operational scaling strategies.
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Key Focus Areas: Account Management | Partner Relations | Negotiation | Operational
Optimization | Remote Team Leadership
Technical softwars
CRM & Support: Zendesk, Jira, Confluence, Slack.
Fintech/Billing: Stripe, Ayden, PayPal.
Operations: Guesty, MaintainX, Workofo, Wildix.
Core Skills
Relationship Management: Client Retention, Expansion, & Advocacy., SaaS Operations: Subscription
Lifecycle, Upselling, & Revenue Growth., Technical Skills: Troubleshooting, Escalation Handling, & API/Billing
Support., Soft Skills: Fluent Multilingual Communication, Negotiation, & Stakeholder Management.
Education
Bachelor of Economics and Management
Languages
English (Fluent), French (Fluent), Arabic (Fluent)
Certificates
Excel Skills for Business
Coursera
