Anna Tkalitch
About Anna Tkalitch
Anna Tkalitch is a Senior Manager of Customer Success with extensive experience in managing customer relationships and driving revenue growth. She has worked at notable companies such as SurveyMonkey and Clearbit, and holds a certificate in Disruptive Strategy from Harvard Business School Online.
Work at Backlight
Anna Tkalitch currently holds the position of Senior Manager, Customer Success at Backlight, a role she has occupied since 2023. In this capacity, she manages a diverse portfolio of customer accounts, focusing on enhancing customer satisfaction and retention. Her responsibilities include developing strategies to improve customer lifecycle journeys and ensuring that clients receive the support they need to maximize their use of Backlight's services.
Previous Experience at SurveyMonkey
Anna Tkalitch has extensive experience at SurveyMonkey, where she worked in various roles from 2015 to 2022. Initially, she served as an Implementation Specialist for two years, followed by a three-year tenure as Manager, Customer Success. During her time at SurveyMonkey, she successfully managed a portfolio of 700 to 1000 accounts annually, contributing to significant revenue generation and achieving a retention rate exceeding 100% across multiple quarters.
Experience at Clearbit
In 2022, Anna Tkalitch worked at Clearbit as Manager, Customer Success for a duration of seven months. In this role, she applied her skills in customer success management to enhance client relationships and drive customer satisfaction. Her experience at Clearbit further solidified her expertise in managing customer accounts and implementing effective retention strategies.
Education and Expertise
Anna Tkalitch studied at Harvard Business School Online, where she completed a Certificate in Disruptive Strategy in 2023. Prior to that, she earned an Honours Bachelor of Arts (HBA) in English and Philosophy from the University of Ottawa, graduating in 2014. Her educational background complements her professional experience, particularly in creating customer personas for B2B SaaS customers and utilizing market research tactics to inform customer lifecycle strategies.
Achievements in Customer Success
Throughout her career, Anna Tkalitch has demonstrated a strong ability to improve customer retention and satisfaction. She achieved a consistent retention rate of over 100% and improved retention forecasting accuracy to within 2% deviation from the start to the end of each quarter. Additionally, she received an average score of 4.8 out of 5 on team feedback surveys, indicating effective leadership and high team satisfaction.