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Nina
Pokropińsk
Client Success Ops & Product Director
Mercer
Nina is an Executive MBA graduate with 20 years of experience across commercial and operations roles within a US-based, technology-driven global consulting firm. She has scaled marketing operations for a $180M product line with a focus on quality, consistency, and measurable impact. Throughout her career, Nina has built strong foundations for operational excellence by reinforcing strategy with metrics, business processes, best practices, budgeting, and reporting. A consistent driver of client satisfaction and process optimization, she brings sound decision-making and sustained business development through both revenue growth and cost efficiency. A strong believer in Lean as an organizational culture rather than a training exercise, she has a proven track record of building highly effective global teams that deliver best-in-class specialized support. Nina currently serves as Customer Success Ops & Product Director, Sr. Principal at Mercer.
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28 May 2026 14:30 - 15:00
The CS Ops advantage: Designing for retention, efficiency & scale
In this session, Nina Pokropińska, Customer Success Ops & Product Director, Sr. Principal at Mercer, shares how she built a role that bridges Product and Customer Success to solve one of the biggest challenges in CS today: retention at scale. Starting her career in Product before expanding into CS, Nina brings a unique perspective on how operational systems, data models, and cross-functional rituals can turn Customer Success from reactive firefighting into a predictable, measurable driver of retention. Drawing on Mercer’s approach, she’ll show why retention is increasingly an operations and product design problem, not just a CSM responsibility and how mature CS Ops functions create the structure, visibility, and efficiency needed for CS teams to scale their impact. Expect practical insight into the frameworks, workflows, and organisational thinking behind high-performing CS organisations.