San Francisco, California, United States
Nina is a strategic Customer Success leader with a proven track record of driving revenue growth and customer retention across global markets. With over 16 years of experience in SaaS and B2B environments, she has consistently transformed customer success operations, reducing churn from 26% to 5.8% and generating over $3M in annual expansion ARR. Throughout her career, Nina has built and scaled high-performing customer success teams across APAC, EMEA, LATAM, and the U.S. Her customer-centric approach has enabled consistent 18% month-over-month revenue growth and successful engagements with enterprise clients like Verizon, Capital One, and HelloFresh. A recognized industry leader, Nina was named a 2025 GTM10 Award winner for Customer Success and has been a First Round Fast Track Mentor since 2018. Prior to Apollo, she led customer success teams at Canary Technologies, Lob, and AspireIQ, consistently demonstrating her ability to drive strategic growth and customer satisfaction. She holds dual Bachelor of Arts degrees in Art History and African Studies from Smith College, and a Master of Liberal Arts in Museum Management from Harvard University.
ScaleUp CS partners with B2B SaaS founders to transform reactive customer success operations into strategic revenue engines through comprehensive services including team building, performance management, retention strategy, and technology implementation. We specialize in rapid deployment of proven frameworks that drive measurable improvements in customer lifetime value, reduce churn, and scale CS operations efficiently from startup to Series C growth stages.
Scaled the CS team from 1-16 CSMs. Reduced our churn from 26% to 5.8% in less than 2 years. Responsible for generating 52% of net new revenue from expansion opportunities. Owned GTM strategy and ICP development for MM and Enterprise segments. Managed 7-figure deals with C-Suite teams at our top customers: Verizon, Capital One, HelloFresh, Oscar Health Insurance et al. Built the renewals program and increased multi-year contracts by 300%+. Managed and grew the Support and Solutions Engineering teams from 3-7 people.
Proudly built the Customer Success team from 1 to 24 people, across 3 locations, in ~2 years. Grew recurring revenue for the team by 11x working with F500 and high growth start up companies such as Dyson, HelloFresh, L'Oreal, Quip, Heartland Food Products, Poshmark, Tuft & Needle et al. AspireIQ is leading the evolution of influencer marketing away from a legacy focus on fame and reach, towards scalable and authentic content creation. Our platform allows brands to build large-scale communities of influencers and creators to produce the massive amounts of image and video content needed to personalize every marketing channel: from digital advertising and social media, to website content, email marketing and more.