Aliya Churakova — Customer Success | Revenue Operations Leader

001 / Who I Am

A business leader who speaks both
numbers and people.

With over 10 years across retail, consulting, marketing, and IT — I bring a rare combination of deep analytical thinking and human-centered leadership to every challenge.

Analytical

SQL queries, budgets & P&Ls, financial and operational models, dashboards, and key business metrics calculation.

Client Relations

"Sell without selling." Conflict resolution, long-term partnerships, and the psychology of building trust with diverse stakeholders.

Management

Hiring the right people, building balanced teams, establishing processes out of chaos, coaching, and developing strategic frameworks.

Education

International Relations, Economics Specialization

Moscow State University

Top 3 Russian Universities, QS #75

International Relations

Humboldt University, Berlin

Exchange scholarship

Counselling Psychology & Psychotherapy

Institute of Practical Psychology, Moscow

Applied to leadership & client relations

002 / How I Help

My Approach

A systematic approach to transform your business operations — from identifying friction to building the team and processes that drive sustainable growth.

Full Process Audit

Conduct a comprehensive audit of customer interaction processes and touchpoints across all channels.

Outcome

Clear map of your customer journey

Friction Identification

Identify problem areas where the business loses clients across all stages of the funnel.

Outcome

Prioritized list of revenue leaks

Growth Strategy

Develop a strategy to increase conversion rates, LTV, and average order value with a clear implementation plan.

Outcome

Actionable roadmap with KPIs

Team Architecture

Build a strong team and align people's strengths with business goals through hiring, coaching, and structure.

Outcome

High-performing, balanced team

Cross-Team Processes

Establish transparent cross-team processes to eliminate bottlenecks and improve collaboration.

Outcome

Seamless operational flow

Analytics Cleanup

Audit your analytics, keep only essential reports for each team and leadership, introduce missing insights.

Outcome

Decisions backed by clean data

003 / Impact

Real results, real impact.

Real results from real businesses. Each case demonstrates measurable transformation through systematic intervention.

Company Turnaround to Profitability

Post-crisis recovery

Back to Profit

⌄

The Problem

A company in crisis needed to regain profitability after significant losses. Customer processes were broken, team expertise was declining, and there was no systematic approach to upselling or retention.

The Intervention

Together with the CEO and Commercial Director: implemented clear customer processes, strengthened team expertise through training and new grade systems, supported sales efforts, and introduced upsell systems and retention initiatives.

The Outcome

The company returned to profitability with sustainable growth through systematized customer management and a motivated, expert team.

Retention & NPS Transformation

From negative reviews to excellence

>85% Retention · NPS >9

⌄

The Problem

A company suffering from negative reviews caused by poor support quality and critically low client retention. The existing team lacked structure, processes, and training to deliver quality service.

The Intervention

Rebuilt the entire team structure. Introduced new onboarding and training processes for support staff. Restructured team roles and responsibilities. Created clear escalation paths and quality standards.

The Outcome

Achieved client retention above 85% and NPS score above 9. Negative reviews were replaced by client advocacy and long-term partnerships.

Enterprise Conversion Optimization

Trial to paid customers

+20% Conversion

⌄

The Problem

Enterprise clients were dropping off during the trial-to-paid conversion process. There was no structured approach to enterprise onboarding, and the sales team lacked the processes to nurture high-value prospects.

The Intervention

Built end-to-end processes for working with enterprise clients — from initial contact through trial management to paid conversion. Aligned team capabilities with enterprise client expectations.

The Outcome

Increased conversion from trial to paid customers by approximately 20% through systematic enterprise client management.

005 / Insights

Sharing experience.

Perspectives on revenue leadership, customer success, and building organisations that last.

B2B Sales↗

Leads Aren't Converting: Is It Marketing or Sales?

Marketing blames sales for poor follow-through. Sales fires back that the leads are low quality. Both redirect blame toward the product. The cycle is complete — and conversion rates go nowhere.

May 2026 · 6 min read

Operations↗

Structure or Flexibility? The Balance That Determines a Company's Fate

How much order is enough, and how much freedom is too much? The answer determines whether a company stays alive or turns rigid, whether it can grow or collapse under its own weight.

April 2026 · 5 min read

Team Design↗

Building Dream Teams: Why One Person Can't Be the Wheel

The perfect professional doesn't exist — and that's not a flaw, it's a profile. The goal isn't to find someone who has everything. It's to build a team where profiles complement each other.

March 2026 · 6 min read

006 / Connect