AI Customer Success | Implementation & Delivery | Solutions
I connect customers, product and engineering: 6+ years of customer success and delivery at OpSec Security – and hands-on experience building LLM applications with AI agents.
Customer Success and delivery professional with hands-on software and AI engineering skills.
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Customer Success
6+ years at OpSec Security: onboarding, training, escalations and the B2B SaaS subscription service Pricing Radar for enterprise clients such as Samsung, Philips and Nikon.
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AI in practice
Builds LLM applications and works daily with AI agents – Cursor cloud agents, ChatGPT, GitHub Copilot, Gemini and Grok Bot.
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Implementation & Delivery
Bridges customers, product and engineering for AI adoption and implementation. Since 09/2025 freelance software developer.
Experience
Long-term commitment: more than 11 years with OpSec Security (external and internal).
09/2025 – present
Freelance Software Developer
Self-employed
Software development for small clients, including a hotel property management system (PMS) with Java, Spring Boot, React, TypeScript and SQL.
AI-assisted engineering workflow: Cursor cloud agents implement tickets as pull requests, ChatGPT reviews them, CI gates every merge; specification and approval remain manual.
04/2019 – 08/2025
Customer Success Manager (previously Test Purchase Manager)
OpSec Security GmbH, Munich
Led Pricing Radar, a B2B subscription service (platform access plus research services) for brand owners, and the test-purchase centre; supported enterprise clients such as Samsung, Philips and Nikon.
Coordinated international customer requests, a global partner-agency network and internal teams; onboarding and training, master data and access setup, first-level support and escalations.
Improved data fields, templates and quality processes; contributed to approx. 50% fewer client complaints in FY2023 vs. FY2022.
Prepared monthly invoicing and partner payments with Finance.
04/2014 – 03/2019
Freelance Data Analyst / Operations Coordination
OpSec Security GmbH
Analysed operational and customer data, prepared reporting, coordinated external partners and improved documentation and quality controls.
09/2010 – 12/2024
Self-employed Web Designer / Software Developer
DTsvetkov.de
Web and software projects for small businesses, from requirements to implementation and support (part-time).
10/2010 – 05/2014
Online Marketing Manager
Seokratie GmbH
Client-facing SEO and digital marketing projects, reporting and optimisation.
03/2008 – 06/2010
Project Management Assistant
Nokia Siemens Networks / nomiko e.V.
Technical and commercial coordination, documentation and follow-up for mobile-network infrastructure projects.
AI Projects
Own projects, built with AI agents. Honest status: prototypes and work in progress, source code in private repositories.
Prototype · 10/2026 – present
Salon Termin – AI Booking Assistant for Hair Salons
AI booking assistant for hair salons: bookings 24/7 with real free slots from the calendar – via chat or a direct form, each with confirmation. Services and prices, staff calendar, reminders, and changing or cancelling a booking. The page is multilingual (BG/EN/DE).
Under the hood: guarded tool calls – a database booking engine, not the LLM, decides availability; personal data and one-time codes stay out of the model context. Offline evaluation suite with 100+ test scenarios and versioned prompts. Built with Cursor agents.
Cloud hotel property management system (PMS) for small and mid-size hotels: reservations, guests, housekeeping, folio/billing and payments – multilingual (BG/EN/DE). Restaurant/POS and warehouse modules are in development and will also be available standalone.
Developed with Cursor cloud agents in a ticket/pull-request workflow: I specify tickets and acceptance criteria, ChatGPT reviews the pull requests, CI test gates run before every merge, and I approve each merge.
