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Caroline KaluzaCK

Caroline Kaluza

Customer Success Manager/ Account Management/ UGC

€900/day
Amsterdam, NL
8-15 years

Average response time: 1 hour

About Caroline

Customer Success & Account Management Professional mit Erfahrung in Enterprise- und Premium-Umfeldern.

Ich unterstütze Unternehmen in B2B- und B2C-Strukturen, einschließlich direkter Endkundenschnittstellen über digitale Kanäle, und lege dabei den Fokus auf nachhaltige Kundenbeziehungen, hohe Servicequalität und messbare Ergebnisse.

Meine Stärke liegt im Aufbau vertrauensvoller, langfristiger Kundenbeziehungen sowie in der Steigerung von Kundenzufriedenheit und -bindung. Durch strukturiertes Onboarding, proaktives Account Management und KPI-basierte Analysen trage ich gezielt dazu bei, Prozesse zu optimieren, Potenziale zu identifizieren und Customer Outcomes nachhaltig zu verbessern.

Dabei arbeite ich lösungsorientiert, strukturiert und mit einem klaren Blick für Prioritäten und Effizienz – sowohl in komplexen Unternehmensstrukturen als auch in dynamischen, digitalen Umfeldern.

Zusätzlich bringe ich Erfahrung im Bereich UGC und digitale Strategie mit, die ich gezielt als Hebel einsetze, um Engagement, Kundenloyalität und langfristigen Customer Lifetime Value zu stärken.
  • English

    Native or bilingual

  • German

    Native or bilingual

  • Polish

    Basic

  • Dutch

    Conversational

Remote only
Primarily works remotely

Experience

  • Freelance
    Customer Success Manager/ Account Manager (B2B SaaS & Digital)
    January 2025 - Today (1 year and 5 months)
    Amsterdam, Netherlands
    Support clients across B2B, B2C, and direct-to- consumer environments on a project and interim basis, including part-time Customer Success engagements for SaaS & digital platforms.
    Own customer onboarding and ongoing account management, acting as primary point of contact to build trust-based relationships and ensure customer satisfaction and retention.
    Drive continuous optimization by monitoring KPIs and qualitative insights, translating data into actionable improvements to strengthen engagement, retention, and long-term customer value, supported by UGC and digital initiatives where relevant.
    UGC virtual assistant Customer Success Management Key Account Management Customer Success Strategy
  • Global Enterprisepartners
    Strategic Partner, Account Manager, Virtual Assistant
    DIGITAL AND IT
    October 2023 - January 2025 (1 year and 3 months)
    Amsterdam, Netherlands
    Managed international enterprise (B2B) client accounts, supporting global brands in complex, multi-stakeholder environments.
    Owned the full account lifecycle, acting as strategic liaison between clients, candidates, and internal teams. Supported large-scale digital transformations (e.g. ERP / S/4HANA) while identifying growth opportunities through long-term partnership management.
    Customer Success Management Key Account Management SAP ERP Digital Transformation Customer Success Strategy
  • Richemont
    Brand Ambassador, Account Manager, Virtual Assistant
    E-COMMERCE
    October 2021 - October 2023 (2 years)
    Amsterdam, Netherlands
    Built and maintained long-term B2C and client relationships within a premium luxury environment. Supported sales and client management processes, including CRM systems and structured customer follow-ups.
    Delivered a high-end customer experience aligned with brand values and performance targets.
    Salesforce CRM Customer Success Strategy Customer Success Management Key Account Management DTC

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Education

  • Club Life Design Power of Instagram Mobile and Video Editing Course Freedom Lab Reels Master Class UGC Course
    Club Life Design Power of Instagram Mobile and Video Editing Course Freedom Lab Reels Master Class UGC Course

Skill set

Categories