Sydney, NSW  ·  APAC Customer Success Leader

Eli Levi

13+ years building customer relationships, growing revenue, and leading teams in B2B SaaS. Now advising Australian scaleups — and looking for my next long-term home.

Work with me Get in touch

About

Built for the long game

I spent 13+ years at Kaltura — growing from Customer Support Engineer to Senior Director of Customer Success. That kind of depth is rare. It gave me cross-functional fluency across Support, Product, Sales Engineering, and the CRO's office, and a track record that compounded over time.

In 2025 I took a career break for family travel around Australia, then moved into freelance consulting — advising B2B SaaS founders and CS leaders across Sydney on retention strategy, health scoring, and team structure.

I'm equally comfortable as a people leader coaching a team of 12, or as a senior IC carrying my own enterprise portfolio. I pick opportunities based on where I can make the biggest measurable impact.

I'm an Australian citizen, recognised as Global Talent by the Australian Government, and based in Paddington, NSW.

13+
Years in B2B SaaS Customer Success
$6M
USD ACV portfolio managed at Kaltura
105%
NRR sustained over 4 consecutive years
12+
CSMs and AMs personally coached

Experience

Where I've been

Aug 2025 – Present
Freelance GTM & Customer Success Consultant
Advising 7 Australian B2B SaaS scaleups on CS strategy, renewals, and team structure. Influenced A$4.2M of retained ARR. Designed a health-scoring framework that lifted one client's NRR from 92% to 108% in 6 months. Coached 12 individual CSMs and 3 Heads of CS.
May 2025 – Aug 2025
Career break — family travel across Australia
A deliberate pause to travel, reset, and reconnect after 13 years of full-throttle SaaS.
Mar 2021 – May 2025  ·  Kaltura
Director, Customer Success
Led APAC retention and expansion across a $6M USD ACV portfolio of Enterprise, Higher-Ed, and Government accounts. Delivered 130% of Sales target and 105% NRR. Built an OKR-incentive framework that achieved 130% team success rate. Sustained 100%+ renewal achievement for 4 consecutive years. Coached 5+ Account Managers and partnered directly with GM and CRO on forecasting.
May 2017 – Mar 2021  ·  Kaltura
Customer Success Manager
Owned a multi-million-dollar book of 30+ Higher-Ed and Enterprise accounts. Hit 100%+ of Customer Success Plan milestones. Sustained 90%+ logo retention through proactive risk management and executive sponsor alignment. Lifted product adoption 25% on average across managed accounts.
Jan 2014 – May 2017  ·  Kaltura
Customer Support Team Leader
Led a team of 6 to 100% of SLA targets. Implemented a Salesforce-based Customer Care Portal that delivered a 15% lift in CSAT. Cut repeat escalations by 25% through a tiered escalation model.
Nov 2012 – Jan 2014  ·  Kaltura
Customer Support Engineer
Technical support for Enterprise and Education customers. 95% CSAT. Partnered with Product and R&D on root-cause analysis, reducing recurring tickets by 20%.

Consulting

How I work with scaleups

I work with Australian B2B SaaS companies — typically 5–50 people — who are ready to get serious about retention, expansion, and CS structure. No playbook-dumping; I get into the details with your team.

📊
CS Strategy & NRR
Build or rebuild your retention and expansion motion. Health scoring, risk segmentation, renewal playbooks, and the metrics that actually matter.
🗺️
Onboarding & Adoption
Cut time-to-first-value and reduce early churn. I redesign onboarding journeys and adoption frameworks grounded in real customer behaviour.
👥
CS Team Building
Hire, structure, and coach a CS team that performs. OKR frameworks, career ladders, and hands-on mentoring for CSMs and Heads of CS.
🤝
Executive Relationships
Build the C-suite relationships that protect your largest accounts. QBR design, CAB structure, executive sponsor mapping, and escalation management.
🔁
Renewals & Expansion
Build a renewals engine that doesn't rely on heroics. Pipeline visibility, forecast accuracy, and commercial conversation frameworks for CS teams.
🤖
AI-Enhanced CS Tools
I build lightweight AI tools that augment CS workflows — customer health dashboards, churn-signal detectors, and QBR prep assistants. Ask me about them.

By the numbers

Outcomes, not activity

130%
Sales target achievement at Kaltura
A$4.2M
ARR influenced across consulting clients
92→108%
NRR improvement at a Sydney fintech in 6 months
95%
CSAT sustained across enterprise portfolio

Contact

Let's talk

Whether you're hiring for a senior CS role, looking for a consulting engagement, or just want to swap notes on retention strategy — I'd like to hear from you.

✉️ elilevi0907@gmail.com 💼 linkedin.com/in/eli-levi-27681b41 📞 0450 692 931

Open to full-time roles: I'm looking for my next long-term home — a senior IC or Director-level CS/AM role in B2B SaaS, based in Sydney (hybrid). Enterprise, Higher-Ed, Government, and APAC scope are my sweet spots.

Open to consulting: Short or long engagements welcome. I work with a small number of companies at a time so I can go deep rather than broad.

Sydney, NSW · Australian Citizen · Recognised Global Talent