Zaneta Nedza

Customer Success and Adoption Specialist with 4+ years of experience driving product adoption, customer retention, and long-term value across complex systems environments. Proven track record of managing end-to-end customer lifecycle activities, from onboarding and implementation through to optimisation and renewal support.

Experienced in partnering with stakeholders to increase product usage, reduce churn risk, and deliver measurable business outcomes through data-driven insights, training, and strategic advisory. Strong background in SaaS-like environments with exposure to usage metrics, customer health tracking, and cross-functional collaboration with product, technical, and commercial teams.

Customer Success / Adoption Lead (Deputy Business Development Manager)

Apr 2024 – Present

• Own end-to-end lifecycle management of key systems, from implementation through to long-term optimisation, ensuring sustained user adoption and value realisation
• Drive product adoption and engagement across multiple user groups, increasing usage and reducing dependency on support functions
• Develop and execute onboarding and adoption strategies (30/60/90 day frameworks), improving time-to-value for users
• Act as a trusted advisor to stakeholders, providing guidance on best practices to improve performance, reporting, and operational outcomes
• Monitor customer health indicators (usage, engagement, performance), proactively identifying churn risks and opportunities for growth
• Support contract renewals and retention by ensuring customers realise ongoing value from systems and services
• Deliver training, workshops, and enablement programmes to increase product adoption and user confidence
• Collaborate cross-functionally with technical and product teams to resolve issues, improve user experience, and enhance system performance
• Analyse system and user data to drive continuous improvement and inform strategic decisions

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University of Bristol, UK

Systems Officer (Customer Success & Implementation Focus)

Sep 2021 – Apr 2024

• Managed implementation, optimisation, and ongoing performance of business-critical systems, ensuring high reliability and strong user adoption
• Led onboarding and post-implementation support, improving long-term engagement and effective system usage
• Owned user acceptance testing (UAT) and validation processes, ensuring successful releases and minimising post-deployment issues impacting user experience
• Identified, logged, and resolved system issues in collaboration with technical teams and third-party vendors
• Delivered training and documentation to support consistent usage and reduce support demand
• Partnered with stakeholders to gather requirements, identify inefficiencies, and implement process improvements
• Analysed usage data and user feedback to improve system performance, usability, and customer satisfaction

MSc Applied Sport & Exercise Nutrition – Oxford Brookes University

BSc Physical Education – University of Physical Education, Krakow