Nik Bergs

Customer Success Executive @Serve First CX

London, GB

Own a portfolio of enterprise accounts and drive renewals and expansion.• Align with executive stakeholders through success plans, QBRs, and value reviews.• Build and refine customer health scoring to surface risks early and prioritise action.• Orchestrate renewal strategy with proactive risk management and multi-threaded relationships.• Develop expansion roadmaps to grow adoption, cross-sell, and up-sell.• Shorten time-to-value with structured onboarding, milestones, and training.• Translate Voice of Customer insights into clear product requirements and business cases.• Partner with Sales, Product, Support, and Marketing to remove blockers and prove ROI.• Deliver compelling QBR/EBR narratives with outcomes, impact, and next-quarter commitments.• Maintain renewal pipeline hygiene and predictable forecasting in the CRM.• Build customer advocacy through references, case studies, and reviews.• Standardise CS operations with playbooks, runbooks, and reporting cadences.• Drive customer education via webinars, office hours, and enablement assets.• Report on leading indicators like adoption, health, and executive engagement.• Champion Serve First CX values—proactive service, clear outcomes, long-term partnerships.