Practical CSM Team

Behind the camera, there exists a passionate team

Get to know us

Practical Customer Success Management border

Our hardworking team of highly skilled experts is here to help you! Our team comprises everything from administrators, support specialists, and project managers to coders, content writers, and sales executives, and of course includes our resident globally recognized subject matter expert in Customer Success Management, Rick Adams. Our team is dynamic and growing rapidly. ​

We come from a wide variety of social, economic, cultural, and geographic backgrounds, and we are proud of this diversity, believing that it is one of our core strengths that helps us combine together in a way that makes the whole even greater than the mere sum of its parts.​​

Our team is very much a virtual one, yet we still honor and respect traditional values of close collaboration and cooperation between individuals and teams, whilst maintaining a relaxed and informal culture that reflects modern-day working attitudes and values.  We are all lifelong learners at Practical CSM and each day we always learn something – either from each other or from our many customers, with whom we aim to have fantastic, strong relationships that build value for both parties.​

Marek Malinowski

CEO of PracticalCSM

Practical Customer Success Management border

Marek Malinowski comes from an IT background. He has successfully run an IT support company in Ireland since 2007. His company slowly progressed into the digital world and, since 2013, focused solely on providing digital consulting, web development, and scaling eCommerce online. The website produced by Marek’s company has had multiple award nominations and won the 2019 Independent Retailers Award. Marek Malinowski turned over €10mln in advertising budget since 2007.

In 2019 Marek & his team had dedicated themselves to developing Practical CSM training materials and online presence.

Privately Marek is a very technologically driven person. His interest ranges from new emerging technologies to digital marketing trends.

Rick Adams

Founder & Executive Director of PracticalCSM

Author of our Customer Success Certification program

Practical Customer Success Management border

Rick Adams is an independent author, trainer, and consultant specializing in helping technology companies deliver measurable business value for their customers. Adams has over 25 years experience of working in the IT industry, including owning his startup software-as-a-service business, which he sold in 2012 to focus on writing, training, and consulting. Having delivered training and consultancy to hundreds of companies and thousands of technology professionals in over thirty countries across four continents, Adams is now based on the rural west coast of Ireland, where he lives with his two dogs, Zeus and Terri.

Adams’ recent work includes developing and delivering a global certification program on customer success management for Cisco Systems Inc. His book titled ‘Practical Customer Success Management: A best practice framework for managers and professionals’ was recently published by Routledge and is available from Amazon and all other book retailers. His current interests include helping individuals and companies develop best practices in customer success management and business outcomes-focused selling.

Douglas Bryntse

Chief Development Officer

Practical Customer Success Management border

Been a web developer at PracticalCSM for nearly two years now, it’s quite a journey to build and watch the platform evolve over time. And because I’m currently a student myself, working on my bachelor’s in mathematics, it’s felt great to work on and try to deliver a great learning experience to other fellow students. When I’m not in the middle of work or studies I prefer to spend most of my time in nature, and sometimes you’ll find me in front of a chess board.

Michael O’Sullivan Senior Instructor in Practical CSM

Michael O’Sullivan

Senior Instructor

Practical Customer Success Management border

Michael’s career has included working as a currency and investment advisor to major banks and investment houses and running the UK division of an Israeli educational technology company. Working as a consultant for a UK university he ran commercial activities, concentrating on professional development for broadcast engineers and media practitioners, wrote two undergraduate degrees and ran a successful Apple Approved Training Center for the university’s commercial arm.

Michael’s current focus is on consulting with technology companies to understand their learning and development needs and developing, designing and delivering both classroom-based and asynchronous (online self-study) training courses for customer-facing professionals.

Ula Chłus

Marketing Design Manager

Practical Customer Success Management border

I have worked at Practical CSM since the very beginning of the company. I am passionate about creating, and I love learning new things and constantly having new challenges to overcome. In 2020 I obtained a Master of Arts degree at Vistula University in Warsaw. After work, I volunteer at a shelter for rabbits, and at home, I have three rescue bunnies – Henry, Freya and Bona.

Gerald Gonzales

Operations Manager

Practical Customer Success Management border

I have worked for ten years working in multiple industries. Four years and a half in manufacturing company for computer parts as Inventory Personnel, almost four years in Customer Service Industry in technical support and almost 2 years as a Virtual Assistant for Home and Furniture company as an Assistant Buyer. Familiar with customer service and technical support where I became a Subject Matter Expert or SME. Travelled to China for additional training as an Assistant Buyer to be familiar with the product and where it is being manufactured.

Alexander Marend

Web Developer

Practical Customer Success Management border

I started to work at PracticalCSM as a web developer in October 2023. I have always enjoyed learning something new and problem solving has always been intriguing to me. I have obtained a bachelor’s degree in Japanese at Stockholm University, where I also have studied computer science. In my spare time I work on side projects, play video games or occasionally play the guitar.

Jovic Rodriguez

Junior Trainer

Practical Customer Success Management border

Certified Customer Success Manager trained by industry expert Rick Adams. Eleven years of experience as a customer-facing professional working in the Technology Industry. My business outcomes focus enables me to maximize the value realized by my customers’ key stakeholders. I have successfully demonstrated the ability to provide end-to-end learning and development that has enabled customer outcome attainment, with delivery times being reduced by up to fifty percent, while simultaneously improving output quality by up to eighty percent.