Mert Özeren
Customer Success Specialist
Ankara
I'm a customer success specialist at Next Yazılım Teknoloji Anonim Şirketi, which builds several B2B SaaS products. I work actively on two of them, Popupsmart and LiveChatAI. I work from Ankara, and I've run the customer side of SaaS products since 2020.
I work with customers across different regions and sectors. I'm usually the person translating between the technical side of the work and the problem a user is describing.
Role
Customer experience, support, retention, and inbound sales are my responsibility. Every incoming request comes down to two questions: what is the user trying to do, and why is the product making it hard? The answer to the second one goes to the engineering side.
At Popupsmart, I work closely with customers to help them build high-converting popups and get the most out of the platform.
The role covers four areas:
- Handling support requests and tracking them through to resolution
- Handling incoming sales requests and working them through to a closed deal
- Collecting and ranking the feedback that reaches the product team
- Running retention and renewal conversations
Sales
Incoming requests are also where sales starts. When a request turns into a sales conversation, I take it from the first question through to a closed deal.
The brands I've closed deals with include Kaspersky, UNICEF, and Rakuten.
Writing
I write about content marketing and conversion optimization on the Popupsmart blog, drawing on the real questions and use cases I see from users every day.
Work History
Popupsmart and LiveChatAI are B2B SaaS products built by Next Yazılım Teknoloji Anonim Şirketi. Popupsmart is provided to customers by Popupsmart Inc.
Education
Certifications
- Customer Service Leadership (LinkedIn)
- Creating a Positive Customer Experience (LinkedIn)
Areas
- Customer Experience
- Customer Support
- Customer Success
- SaaS Sales
- Technical Support
- Content Marketing
- Conversion Optimization
Contact
You can reach me here.