Ena Mandic

Customer Success, Partnerships & Support Executive From startup pioneer to scaling powerhouse, I've built Customer Support and Customer Success teams, processes, and growth initiatives from the ground up, helping businesses evolve from early-stage startups into industry-leading SaaS companies. I was fortunate to be part of lempire (lemlist) from day one, where I witnessed and contributed to the company's incredible growth journey. As Head of Customer Support & Retention, I played a pivotal role in scaling our Customer Support department from just myself to a company of over 90 people, while consistently maintaining a 97%+ CSAT year after year. Along the way, I built support processes, documentation, product knowledge bases, and operational frameworks that supported both lempire's flagship products and newly acquired companies. Afterwards, as Head of Customer Success at Expandi, my role extends beyond Customer Success. I lead strategic customer initiatives focused on retention, expansion, partnerships, agency and white-label programs, promotional campaigns, customer education, and operational excellence. I work closely with Sales, Marketing, Product, and Leadership to ensure Customer Success becomes a true revenue-driving function rather than simply a support department. Beyond my in-house leadership experience, I also consult startups and SaaS companies on Customer Success strategy, Customer Support operations, team management, partnerships, process optimization, and scaling customer-facing organizations for sustainable growth. Key achievements: ✅ Built and optimized Customer Support and Customer Success processes, documentation, and operational playbooks for multiple SaaS products. ✅ Scaled Customer Support from a one-person function into a high-performing organization while maintaining an industry-leading **97%+ CSAT**. ✅ Built Customer Success frameworks covering onboarding, customer education, renewals, expansion, customer health, and churn prevention. ✅ Closed gaps in MRR by supporting proactive retention and expansion initiatives that helped recover revenue and strengthen customer relationships. ✅ Built Customer Success strategies that align Product, Sales, Marketing, and Support around the customer journey. ✅ Spearheaded strategic initiatives including customer education programs, agency partnerships, promotional campaigns, executive customer relationships, and white-label growth programs. ✅ Built structured communication frameworks, SOPs, reporting systems, and operational documentation that improved team efficiency and customer experience. ✅ Hired, coached, and mentored high-performing customer-facing teams while establishing measurable KPIs and performance standards. ✅ Advised startups and SaaS founders on Customer Success, Customer Support, partnerships, team management, and operational scaling.

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  Building a team

  Built few customer support teams. From picking the right tools and setting OKR's to creating full processes and documentation from scratch. I’ve hired and mentored top talent and built high-performing teams that scale with the company’s growth.

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  Career guidance

  Successfully transitioned from sales to support, afterwards shaping position for myself that actually covers both. Built my expertise from the ground up, and grew into a leadership role in the saas industry. As a woman in IT, I’ve navigated challenges, learned to stand out, and continuously developing my skills to shape my career on my own terms.

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  Copywriting

  From my role, I’ve seen thousands of emails perform in real time, which helped me revise campaigns and make them into emails and messages that grab attention and drive action.

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  Customer success

  Head of Customer Support @lemlist @lemwarm @lemcal @taplio @tweethunter, building CS teams from scratch and scaling them to match the needs as growth progresses, as well as client base.

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  Email marketing

  Working at lemlist, a platform built for email outreach, I’ve seen firsthand what works and what doesn’t. Over the years, I’ve not only helped numerous clients improve their results but also indirectly shaped lemlist itself—through feedback, strategy insights, and hands-on support.

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  Remote work

  Created and managed a global customer support team at lempire, scaling from 6 to 90+ people while keeping efficiency and culture strong. I’ve optimized processes and maintained top performance - all while working remotely myself.

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  Lemlist

  9 years of experience

  Personally helped over 30,000 businesses to build successful outreach strategies with lempire products, as I was the only point of contact for first few years in lempire. Helped build the product for years as well, hence quite familiar with it of course.

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  Loom

  7 years of experience

  Over Loom, I’ve created countless video tutorials, customer support guides, and internal training materials to streamline communication and make complex topics easy to understand. It’s a key tool in how I educate, onboard, and support both my team and customers.

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  Udemy

  6 years of experience

  Choosing the right courses and valuable, per best price. Unfortunately not an expert in offering courses, I usually find courses for my team and myself.

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  Hubspot

  4 years of experience

  Extensive hands-on experience using HubSpot as the operational backbone of Customer Success. Built automated workflows, reporting dashboards, renewal and expansion pipelines, churn management processes, and executive reporting. Leveraged HubSpot together with n8n to automate business processes, improve operational efficiency, and create scalable Customer Success operations.

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  Intercom

  6 years of experience

  Used it for several years, starting with one CS team, to 3 existing at the moment. Experienced in integrating it with other tools, as well as mastering AI use on it.

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  LinkedIn

  6 years of experience

  Our product Taplio is about making a brand of yourself on Linkedin and building your network. In the past we also owned lempod, which was successfully sold, after buying and building sever other products. I have been there since day one to help shape both products, use them and build CS for them.

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  Notion

  7 years of experience

  Love - hate relationship, as every Notion user. I use Notion daily to organize workflows, track projects, and optimize team collaboration, making it a core part of my team.

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  Stripe

  8 years of experience

  Managing Stripe accounts in lempire for several products and dealing with all payment issues and processes, including wire transfers for quite a while. I can help you pull reports that can boost your sales and decrease churn.

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  SugarCRM

  10 years of experience

  On my position as Head of Sales, it was as a regional manager of Sugar CRM sales, that I was certified for. Quite familiar with CRM tactics and building Sugar CRM per specific needs.

• https://www.lemlist.com/academy/
• https://academy.expandi.io/