SIMONA BAGNATO
Cambridge
Summary
Results-driven Senior Enterprise Customer Success Manager with 12+ years of experience driving SaaS adoption, customer retention, strategic growth, and digital transformation across EMEA. Trusted advisor to C-level executives and IT decision-makers, managing enterprise accounts valued at $75K–$550K+ ARR. Proven expertise in strategic implementations, value realisation, renewals, and expansion, leveraging Gainsight, Salesforce, and adoption analytics to deliver measurable business outcomes. Fluent in English, Spanish, and Italian, with international experience across Europe and Mexico. Champions AI-driven innovation, developing practical workflows to improve customer engagement, identify churn risks, and accelerate productivity. Combines commercial acumen, technical expertise, and cross-functional leadership to strengthen executive relationships and drive long-term customer success.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Customer Success Manager II, EMEA Enterprise
SMARTSHEET
London
11.2025 - 10.2026
- Own strategic EMEA enterprise SaaS accounts with individual ARR ranging from $75K to $550K+, supporting adoption, retention, renewals and expansion.
- Lead executive business reviews and success planning in Italian, Spanish and English; use Salesforce, Gainsight, Tableau and Amplitude to identify adoption gaps and customer risk.
- Achieved quota within first six months; ranked 3rd company-wide for Gainsight usage and executed targeted customer plays that increased engagement.
- Coordinated Sales, Support, Security, and Finance on complex escalations, including a CISO-level security issue, ensuring smooth renewal outcomes and maintaining customer trust.
- Facilitated AI-native and MCP adoption to enhance customer workflows and user experience across managed accounts through customer education and practical workflow discussions, driving greater satisfaction.
- Facilitated five customer user groups in 11 months, conducted six onsite customer visits across Italy and Spain, and organised an enterprise Lunch & Learn for 180+ attendees to foster community and share best practices.
Co-Founder
FORKIEST.COM
04.2026 - 10.2026
- Co-founded consumer food-tech platform that enabled households to utilise pantry ingredients, discover recipes, plan meals, and organise shopping; provided customer insights, refined product positioning, and developed user education materials.
- Developed comprehensive business plans to guide company operations, marketing strategies, and revenue generation.
- Recruited, trained, and coached staff to fulfil capacity requirements and support expansion goals.
- Monitored operations to ensure alignment with targets and forecasts.
Senior Customer Implementation Manager, EMEA
MINDBODY
07.2018 - 10.2025
- Led strategic and mid-market SaaS customer implementations across EMEA, managing discovery, configuration, training, enablement, and go-live phases to ensure successful customer transitions.
- Aligned onboarding plans with customer goals, ensuring effective transitions and promoting product adoption for sustained relationships.
- Served as senior escalation point and mentor, recognised as EMEA Coach of the Year (2023) and awarded CEO Certificate of Appreciation for impactful contributions.
Senior Foreign Language Onboarding Specialist, EMEA
MINDBODY
04.2015 - 07.2018
- Developed and implemented multilingual onboarding and training programmes for international customers, enhancing product adoption and building customer confidence.
- Collaborated with global colleagues to design and produce reusable multilingual enablement resources across EMEA, streamlining onboarding processes.
- Facilitated onboarding of new employees through training coordination, addressing queries, and managing paperwork.
- Integrated up-to-date knowledge of employment laws and regulations into onboarding procedures to ensure compliance.
- Structured and organised employee files to ensure accurate and reliable record-keeping.
Sales assistant and supervisor
The Bread Shop
St.Albans
09.2012 - 03.2015
- Assisted customers in selecting products, providing tailored advice to enhance their shopping experience.
- Handled customer enquiries, delivering timely and accurate information about products and services.
- Organised shelves through effective visual merchandising, creating an inviting shopping environment.
Primary School Teacher
International Italian School "Leonardo da Vinci"
Cairo, Egypt
08.2010 - 03.2011
- Fostered positive, inclusive classroom environment that addressed individual educational needs and abilities, enhancing student engagement and participation.
- Organised classrooms and created displays that promoted positive learning environments, facilitating student collaboration and creativity.
- Set examinations and assignments, marked and graded work, and recorded results to track student performance and inform future lesson planning.
Intern, Economic and Trade Office
Embassy of Italy, Mexico City
Mexico City, Mexico
01.2009 - 08.2009
- Collaborated with management and team members on end-to-end project needs, organising materials, facilitating communication and proofreading work.
- Participated in brainstorming sessions, offering innovative ideas for project improvements and problem-solving.
- Organised and updated file systems for staff accessibility.
- Observed daily office activities to learn about work processes.
Private tutor
Private
06.2007 - 10.2026
- Tutored students in one-to-one and small group sessions to progress learning ( Italian, Spanish )
- Established a welcoming classroom atmosphere that encouraged student participation and inquiry.
- Assessed students' work, offering constructive criticism and encouragement to promote learning opportunities.
- Directed students in completing assignments and projects related to subject material.
Primary School Teacher
Istituto Comprensivo"Ai Nostri Caduti"
Trezzo sull'Adda- Milan, Italy
09.2007 - 01.2009
- Fostered positive, inclusive classroom environment, tailoring support to individual educational needs and abilities.
- Managed classroom behaviour, utilising positive reinforcement and conflict resolution strategies to maintain focus and engagement.
- Collaborated with colleagues to plan and coordinate school events, enriching educational experiences for students.
- Organised classrooms and created displays to encourage positive learning environments.
Cultural Mediator
Comune di Reggio Calabria
Reggio Calabria, Italy
07.2005 - 08.2007
- Provided accurate translation services for Arabic, Spanish, and Italian, enhancing understanding between parties.
- Facilitated effective communication by translating conversations and documents between parties in professional settings.
- Developed support networks for clients, linking them with relevant peer groups and essential services.
Internship Cultural Coordinator
Ayuntamiento de A Coruña
A Coruña, Spain
01.2005 - 06.2025
- Organised arts and crafts sessions to enhance creativity and self-expression among participants., sports, and physical education for healthy living.
- Supported confidence building by leading engaging activity sessions and games for participants. through enjoyable activity sessions and games.
- Coordinated activities tailored to client-specific needs to maximise engagement and satisfaction.
- Designed innovative activity programmes to stimulate cognitive function and foster social interaction among elderly residents.
Education
Master's - Methodologies and Strategies in Primary School Teaching
Dante Alighieri University
Italy01-2009
Master's - Educational Use of Narrative and Metaphor in Teaching
University of Salento
Italy01-2009
Degree - Foreign Languages for International Communication
University of Naples L'Orientale
Italy01-2008
Additional diplomas - Modern Standard Arabic
Institut Bourguiba
Tunisia01-2005
Degree - Cultural Linguistic Mediation
University of Messina
Italy01-2004
Additional diplomas - Spanish
UIMP
Spain01-2002
Skills
- Enterprise Customer success management
- Customer SaaS Implementation & Onboarding
- Renewal & Retention Strategy
- Expansion Identification
- Customer health management
- Business reviews
- AI-Native & MCP Adoption
- Account expansion
- Platforms: Gainsight, Salesforce, Clari, Tableau, Amplitude, Smartsheet, Claude, Google Workspace, Slack, Zoom
- Product lifecycle management
- Business strategies
Certification
- AI Certification for CE — Smartsheet (2026); Claude AI Learning Path (2026);
- Strategic Value Selling — Smartsheet (2026)
- Technical Mentorship Programme: Control Center, Data Shuttle & Dynamic View — Smartsheet (2026)
- Smartsheet Builder Core; Bridge, DataMesh, Automation & Reporting modules (2025–2026)
- Agile Foundations; Train the Trainer; Designing & Delivering Training Programmes (2024)
- Professional events attended: PMI, Info-Tech and Sales Kickoff (SKO)
RECOGNITION
Awards: EMEA Coach of the Year (2023); CEO Certificate of Appreciation (2019); North Star, Rock and Superhero Awards — Mindbody.
TECHNOLOGY
Gainsight, Salesforce, Clari, Tableau, Amplitude, Smartsheet (advanced), Mindbody,Google Workspace, Slack, Zoom, Claude, Chat GPT, Canva, Eleven Labs, CapCut, Gemini,Co-Pilot.
LANGUAGES
- Italian: Native
- English: Professional Proficiency
- Spanish: Professional Proficiency
- Arabic: Basic Proficiency
WEBSITES
www.linkedin.com/in/simona-bagnato/
www.forkiest.com
Timeline
Co-Founder
FORKIEST.COM
04.2026 - 10.2026
Customer Success Manager II, EMEA Enterprise
SMARTSHEET
11.2025 - 10.2026
Senior Customer Implementation Manager, EMEA
MINDBODY
07.2018 - 10.2025
Senior Foreign Language Onboarding Specialist, EMEA
MINDBODY
04.2015 - 07.2018
Sales assistant and supervisor
The Bread Shop
09.2012 - 03.2015
Primary School Teacher
International Italian School "Leonardo da Vinci"
08.2010 - 03.2011
Intern, Economic and Trade Office
Embassy of Italy, Mexico City
01.2009 - 08.2009
Primary School Teacher
Istituto Comprensivo"Ai Nostri Caduti"
09.2007 - 01.2009
Private tutor
Private
06.2007 - 10.2026
Cultural Mediator
Comune di Reggio Calabria
07.2005 - 08.2007
Internship Cultural Coordinator
Ayuntamiento de A Coruña
01.2005 - 06.2025
Master's - Methodologies and Strategies in Primary School Teaching
Dante Alighieri University
Master's - Educational Use of Narrative and Metaphor in Teaching
University of Salento
Degree - Foreign Languages for International Communication
University of Naples L'Orientale
Additional diplomas - Modern Standard Arabic
Institut Bourguiba
Degree - Cultural Linguistic Mediation
University of Messina
Additional diplomas - Spanish
UIMP