Arkady Zapesotsky
Making Retention Clear and Actionable | VP Customer Success (5×)
- Role
- Vice President of Customer Success at Venn®
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
About Arkady Zapesotsky
Most B2B SaaS teams don’t struggle with retention because they lack effort or care.They struggle because signals don’t reliably turn into decisions and decisions don’t turn into action.I currently lead Enterprise GTM at UXPilot.ai, an early-stage AI design platform, where I built the enterprise motion from the ground up and helped close our first Fortune 100 customers.Alongside operating roles, I selectively engage in advisory work where I can apply the same decision discipline at the executive level.Before that, I spent 15+ years as a 5× VP of Customer Success across Cybersecurity, AI, HR, and FinTech, scaling companies from early ARR through $100M+ and driving outcomes like 160% NRR and 98% GRR.Across roles, stages, and industries, the same pattern kept showing up:retention becomes manageable only when leadership can listen clearly to customers and teams, make informed decisions early, and create space to experiment without losing alignment.That insight led to Scale Harmony - Scale Harmony, I work with founders and exec teams when retention or expansion has become an exec or board-level concern, but the organization lacks a clear, trusted way to reason about what’s happening and what to do next. Typically, this starts with a focused, time-bound engagement designed to bring clarity, ownership, and an executable path forward within weeks. The work is intentionally focused: • exposing where NRR actually breaks, • connecting customer and product signals to real decisions, • establishing clear ownership and cadence, • and using AI to support judgment and experimentation, not replace them.My approach is shaped by deep listening and pattern recognition. Deciding deliberately where teams need structure, and where they need room to experiment and learn.(That balance is probably influenced as much by years of building teams as by years of making music.)For me, Customer Success isn’t just about metrics. It’s about creating the conditions for real aha moments, enabling champions to create impact inside their organizations, and building systems that support durable, compounding growth.If retention or expansion is something your leadership team keeps circling, but hasn’t fully cracked, I’m open to a thoughtful conversation.
Experience
Vice President of Customer Success
Mar 2026 — Present
Education
The Hebrew University of Jerusalem
Bachelor’s Degree, Academy of music.
1994 — 1998
IBM Academy
Engineer’s Degree, Software Engineering
1998 — 2000
Telma Yelin
High School
1991 — 1993
Reichman University
Master of Business Administration (M.B.A.), International/Global Studies
2007 — 2009
Skills
- Entrepreneurship
- Strategy
- Team Building
- Management
- Software Development
- Firewalls
- Strategic Partnerships
- Cloud Computing
- Consulting
- Tcp/Ip
- People Management
- Saas
- Information Security
- Business Development
- Project Management
- Business Strategy
- Professional Services
- Crm
- Customer Service
- Cloud Services
- Go-to-Market Strategy
- Telecommunications
- Product Development
- Team Management
- Mobile Devices
- Customer Experience
- Security
- Enterprise Software
- Start-Ups
- Software Engineering
- Networking
- Managed Services
- Integration
- Virtualization
- Team Leadership
- Sql
- Linux
- Software Design
- Information Technology
- Network Security
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