Lucy Krylova

About Lucy Krylova

I am a Director-level Customer Success and Operations leader with over nine years of global SaaS experience building, stabilizing, and scaling high-performance customer organizations.Throughout my career, I have been repeatedly entrusted by executive leadership to rehabilitate underperforming teams, architect KPI-driven customer frameworks, and align Customer Success with revenue growth and long-term enterprise value.My impact includes:• Scaling teams from 30 to 120+ employees• Leading global departments across employee organizations• Increasing CSAT from 70% to 93%• Improving public ratings from 1.5 to 4.6• Reducing operational costs by 60%• Implementing automation strategies deflecting 65% of inbound volume• Driving cross-sell and upsell initiatives at executive portfolio levelAt Kiwi.com, I led one of the highest-performing global customer-facing teams and was the only Senior Operations Leader invited to weekly executive performance meetings with the CEO of Customer Service to influence global strategy.At CEX.IO, I transformed the global customer organization within a regulated fintech environment, aligning operations with compliance, revenue, and performance objectives.At Loio (Lawrina), I built the entire Customer Support infrastructure from scratch, designing policies, KPIs, automation scripts, and cross-functional feedback loops with Product, Marketing, and Sales.Most recently at SabreTooth Technologies, I manage enterprise portfolios of major universities across the U.S. and Canada, partnering with Market Leads, Directors, VPs, and Presidents to optimize revenue performance, SaaS adoption, and operational scalability.My leadership philosophy is grounded in three pillars:Strategic revenue alignment.Operational discipline.Talent development and succession planning.I am open to Director-level opportunities in Customer Success, Customer Operations, and Revenue Retention within growth-stage or mid-market SaaS organizations.

Experience

1. Customer Success & Executive Portfolio Lead (Enterprise Accounts)

   Sabretooth Technologies, Llc

   Aug 2022 — Present · Greensboro, NC, US

   Lead enterprise portfolio of major U.S. and Canadian university systems and fast-service US restaurant chains, driving SaaS adoption, operational optimization, and revenue expansion within hospitality and accommodation operations.• Own executive relationships with Market Leads, Directors, VPs, and Presidents• Drive cross-sell and upsell strategy through structured account planning• Analyze revenue and operational performance data to identify growth opportunities• Lead complex implementations, upgrades, and executive training initiatives• Partner cross-functionally with Sales, Product, and Engineering to influence roadmap priorities• Align retention, expansion, and long-range digital transformation strategy

Education

• Kyiv National University of Culture and Arts

  Master's degree, Business Administration, Management and Operations.

  2006 — 2011