Natalya Cherepanova is the founder of SuccessOptima e.U., an Austria-based professional practice focused on Customer Success management frameworks, training, and capability development.

With nearly two decades of experience in B2B technology, she has worked across service delivery, customer experience, and complex enterprise environments with international teams and global clients. Her work at the intersection of Customer Success and IT service management focuses on making post-sales practices more governed, measurable, consistent, and scalable.

Natalya holds an MBA and a degree in Linguistics and Cross-Cultural Communication. She has maintained ITIL certifications across several generations of the framework, participated in beta testing for new ITIL products, and serves as an ITIL Ambassador.