Dedication to Your Success is My Mission

Empowering Businesses Toward Excellence

About Me
I'm a father, fitness enthusiast and I appreciate  crafting a good Espresso shot!

Why Customer Success

Why Customer Success is My Passion

Empowering Others

Being able to help others achieve their goals and solve their problems brings me the most satisfaction.

Building Bridges

I get to establish strong connections with my customers and partners, and to be able to help them succeed.

Constant self-improvement

There's always an opportunity to learn something new. I get to expand my knowledge through interactions with my customers and partner teams.

Sense of purpose

The work I do gives me a sense of direction, knowing that my efforts are making a difference in the lives of others.

My Philosophy

I strive to provide practical solutions for customers that deliver 
immediate value, by identifying and prioritizing 'quick wins' that align with their goals. 
I have established strong relationships with my customers, not only benefiting their businesses, but also supporting their personal 
successes. 

For instance, it brings an added level of satisfaction when a customer is recognized for their accomplishments while using ​the selected platform.
While providing assistance is important, the ultimate goal of customer service is to empower the customer to fully utilize, master, and promote the product or tool in the long-term

Success Stories

Customer #1 - Building Mutual Trust

Customer #1 - Building Mutual Trust

Multi-National E-Commerce Retailer with $14B Annual Revenue showing eroded trust of software platform and lack of measurable success.

Learn More
Customer #2 Harnessing rapid growth while saving costs

Customer #2 Harnessing rapid growth while saving costs

Leading Global Plastic Manufacturer with $20B annual revenue requiring multi-site expansion as operating costs increase

Learn More

By the numbers

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Recommendations

What my colleagues say...

Current Manager

"Ed always does what is right for the customer and the company, leading every engagement with integrity and building trust across teams. He is also keen on helping people work together and feel welcome. Ed is always asking for feedback and tips for improving. Even in the fields where he is already doing a good job, he continues to search for opportunities to go to the next level."

     

CSM Peer

"Edward helped me start my career journey as a CSM by providing insight into relationship management, organization and product knowledge. I recommend Edward to any company who is looking for a self starting, and customer focused individual."

     

Online Resume

EDWARD PULGA

edwardpulga@gmail.com  /  https://www.linkedin.com/in/edward-pulga-5110961a / Toronto ON, CANADA

SUMMARY     Experienced Customer Success Manager with a proven track record of effectively managing high-value accounts and exceeding retention targets. Demonstrating ability to drive revenue growth through; strategic account management, project management, contract negotiation, business reviews and long-term customer relationship building. Experience with GEN AI technologies and offerings


WORK EXPERIENCE     

ENTERPRISE CUSTOMER SUCCESS MANAGER                 

MAR 2022 – PRESENT

Fiix Software by Rockwell Automation / Toronto     

  • Currently managing $1.5 to $1.8 Million ARR across 35 Accounts
  • Attained overall retention target of 94% in 2023
  • In Q4 2023, became top performer of CSM team with $174 ARR add and 0$ churn
  • Project managed several integration initiatives for customers resulting in multi-year commitments 
  • Delivered frequent business reviews to showcase value to leading executives 
  • Responsible for presenting and demonstration of new AI features to customers


MID MARKET CUSTOMER SUCCESS MANAGER                  

MAR 2020 – MAR 2022

Fiix Software by Rockwell Automation / Toronto     

  • Managed $1 to $1.5 Million ARR across 85-110 Accounts (80% Mid-Market, 20% Enterprise)
  • Overall retention target of 86% from 2020 to 2022
  • Acted as SME for Gainsight CRM for CSM team 
  • Trained and mentored new hires on Mid Market CSM Team


CUSTOMER SUCCESS MANAGER                                 

SEPT 2018 – MAR 2020

Maropost / Toronto     

  • Responsible for $170,400 ARR across 28 accounts 
  • Attained 93% retention target from 2018 to 2022
  • Acted as Customer Advisor in establishing email marketing best practices 
  • Managed NPS system and coordinated feedback to stakeholders


ACCOUNT MANAGER                                                    

MAR 2018 - AUG 2018

SiriusDecisions / Toronto

  • Responsible for Strategic nurture and growth for 20 accounts at $250k ARR
  • Prospected to new accounts by developing value-based sales
  • Developed and reviewed proposals to C-level executives
  • Trained and onboarded new client success managers


CLIENT SUCCESS MANAGER / SALES ASSOCIATE           

NOV 2016 - MAR 2018

SiriusDecisions / Toronto

  • Introduced SiriusDecisions services and events to B2B organizations
  • Main point of contact for clients; Scheduling with SMEs, content requests and support
  • Researched and verified leads through social media platforms and Salesforce
  • Enabled to drive portal usage through effective regular demonstrations to clients 


EDUCATION     UNIVERSITY OF SASKATCHEWAN     

Bachelor of Arts & Science: International Studies - Cooperation & Conflict     

Saskatoon, SK


ADDITIONAL SKILLS     

  • Proficiency with CRM; Gainsight & Salesforce, BI Systems and Analytics; Looker & Power BI, Product & Sales software; JIRA/Confluence & Linkedin Sales Navigator
  • Extensive use of Learning Management Systems; Learn Upon 
  • Presentation and demonstration of GEN AI technology features - Fiix Foresight


Contact

  • Toronto, ON, Canada