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Nino Iremadze
Customer Success Manager

Nino Iremadze — Customer Success Manager

I'm Nino Iremadze — a Customer Success Manager with a decade of building the systems, relationships, and rituals that keep high-value clients renewing, even when the project gets hard.

Portrait of Nino Iremadze
100%
Net Retention Rate
24 consecutive months
95%
Gross Retention
across 1,035-unit portfolio
48h
Escalation SLA
complex client resolution
30%
Reporting Time Cut
via unified workflows
01 — About

10+ years across real estate and hospitality — translating operational chaos into measurable retention, predictable handoffs, and clients who stay.

I've held 100% occupancy for 24 consecutive months, retained 95% of at-risk clients during high-stakes project delays, and resolved complex escalations within 24–48 hours. My work sits at the intersection of process design, relationship management, and quiet, persistent advocacy for the customer.

02 — Experience

A decade of compounding client trust.

Apr 2025 — Nov 2025
Grand Towers Batumi

Customer Success & Operations Manager

  • —Achieved 95% Gross Retention across a 1,035-unit portfolio through proactive at-risk mitigation.
  • —Architected standardized CRM workflows in ClickUp, mentoring a team of 5 to 100% data integrity.
  • —Cut cross-functional bottlenecks as primary liaison between international clients and internal teams.
Nov 2019 — Mar 2025
Metro Atlas Georgia

Senior Customer Success & Operations Manager

  • —Maintained 100% Net Retention and Zero Churn through proactive tenant relationships.
  • —Resolved 100% of complex escalations within a 48-hour SLA via root-cause diagnosis.
  • —Improved cash flow accuracy 20% by resolving long-standing payment discrepancies.
  • —Directed lifecycle management for 250+ accounts from onboarding to renewal.
Apr 2017 — Oct 2019
Metro Atlas Georgia

Operations & Client Relations Manager

  • —Established SOPs for a team of 5, driving 100% accountability with data-driven delegation.
  • —Modernized the success stack — manual to digital filing — accelerating service delivery.
Apr 2015 — Mar 2017
Metro Atlas Georgia

Account Manager — Sales & After-Sales

  • —Directed full-cycle customer journey for 250+ units from onboarding to post-sale support.
  • —Architected international partnerships with agencies and retail brands across EMEA.
03 — Toolkit

Built for scale, fluent in five.

CRM & Operations
ClickUpNotionCRM G+SlackMS TeamsGoogle WorkspaceMicrosoft 365GAMMA
Core Competencies
Customer SuccessClient RetentionConflict ResolutionOnboardingLifecycle ManagementCross-functional CollaborationLease NegotiationFinancial Coordination
Languages
Georgian — NativeEnglish — Full ProfessionalRussian — Full ProfessionalTurkish — ProfessionalUkrainian — Elementary
Education
  • MBA, Business Administration & Management — Batumi State University, 2020
  • B.A., English Philology — Batumi State University, 2013
  • B.A., Tourism & Hospitality Management — Batumi State University, 2013
Ready when you are

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