Marcus Muzatko
Leadership | Project Management | Account Management | Operations
- Role
- Senior Manager Customer Success at Optro
- Location
- Kennewick, WA, US
- LinkedIn followers
- 500 followers
About Marcus Muzatko
CUSTOMER SUCCESS LEADER• Seasoned leader with 15+ years experience in managing high-performing teams, optimizing processes, and driving continuous improvement within the SaaS and retail industry. • Skilled in overseeing large-scale operations and managing customer success and technical account managers for global enterprise clients, with a strong ability to foster cross-functional collaboration and strategic planning. • Proven track record in managing complex projects, building strong client relationships, and leading teams through change to consistently exceed performance targets and achieve organizational success. AREAS OF EXPERTISE• Customer Success Leadership • Relationship Account Management • Recruiting and Onboarding • Training and Development • Resource Mapping • Team Leadership • Performance Management • Cross-Functional Collaboration• Strategic Planning and Execution • Payroll Optimization• Continuous Process Improvement • Operations Turnaround • Process and Cost Control • Operational Excellence • Conflict Resolution • Client User Experience • Emotional Intelligence • Customer Advocate • Change Management • Trusted Advisor • Technical Account Management• Client Executive InterfacingCAREER HIGHLIGHTS• Achieved 100% score from Team Culture Survey in 2023 and 98% in 2022 for overall team engagement • Awarded 2019 & 2020 peer-selected Customer Success Manager MVP• Awarded 2020 & 2021 client-selected Customer Success Trusted Advisor• Earned perfect 100% Trusted Advisor score for 8 consecutive quarters • Drove 50% reduction of support case backlog within 2 months of leading GTAM support team • Improved support case SLA metrics by 200% within 2 months of leading GTAM support team• Personally recognized by client executive team as sole reason for continuation of business, saving $2+ million in annual renewable revenue • Championed support team restructuring, post company merger, to align product expertise and knowledge, which became best practice for entire segment
Experience
Senior Manager Customer Success
Nov 2025 — Present · WA, US
Education
Eastern Washington University
Bachelor of Arts (B.A.), Business Administration and Management, General
1997 — 2000
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