IEHSoftLabs Ltd. - Software Development

Driving innovation and excellence in food safety and regulatory compliance. Leading engineering teams to deliver cutting-edge lab services and expert consultation.

Principal Solutions Architect

IEEE

•	Conducted in-depth research in the fields of software engineering, control theory, automation, algorithm optimisation, and statistical mathematics.

•	Published research findings in reputable journals and presented at international conferences, contributing to the advancement of knowledge in the field.

•	Engaged in collaborative research projects with industry partners, leveraging academic expertise to solve real-world problems.

Researcher | Academy of Sciences and Arts of Bosnia and Herzegovina | IEEE Member 

Penzle

•	Spearheaded the launch of an innovative content management platform, increasing accessibility for users without formal technology education.

•	Achieved successful completion of an AI-based project sponsored by Microsoft, demonstrating proficiency in cutting-edge technology implementation and project management within a corporate-sponsored environment.

•	Facilitated seamless integration with multiple programming languages, cloud computing services, and applications, enhancing system flexibility and user reach.

•	Played a pivotal role in mediating technology strategy discussions between upper management and development teams, aligning product development with market demands.

Co-Founder and Chief Technology Officer (CTO)

Infinity Mesh

•	Directed the formulation of IT policies, setting new benchmarks for operational excellence and strategic planning.

•	Oversaw the delivery of comprehensive technical architecture plans, ensuring robust and scalable system infrastructures.

•	Contributed to management meetings, influencing decision-making processes with forward-thinking IT strategies.

Co-Founder and Global Chief Information Officer

•	Designed visionary technical solutions tackling complex business challenges, resulting in streamlined operations and enhanced service delivery.

•	Led the development and execution of architectural blueprints, fostering innovation in solution design and implementation.

•	Crafted comprehensive technical visions and solution designs to address complex business challenges, driving successful project outcomes.

•	Leveraged expertise in server architecture, ASP.NET, Entity Framework, .NET Core, and Microsoft Azure to develop robust and scalable solutions.

•	Managed solution design, description, and implementation, ensuring alignment with business goals and technical standards.

•	Played a pivotal role in enhancing product offerings, improving efficiency, and driving growth for clients across diverse industries.

Solutions Architect

Univerzitet u Zenici

•	Provided valuable support to students in understanding complex concepts and applying theoretical knowledge to practical projects.

•	Taught courses in control theory, automation, algorithm optimisation, and statistical mathematics, fostering a stimulating learning environment.

•	Assisted professors in curriculum development, exam preparation, and grading, ensuring academic rigor and quality.

Teaching Assistant

Live Tech Games

•	Led critical projects focusing on the development and implementation of enterprise software solutions, elevating customer service standards and optimizing data analysis processes.

Applicita Ltd

•	Documented technical specifications and ensured consistency throughout the production process, optimizing efficiency and quality.

•	Procured technological systems and oversaw their installation, providing technical guidance and support to production staff.

•	Instructed production staff on the use of new technology, facilitating smooth integration and operation within the organisation.

Director Of Technology Operations

•	Engineered server architecture modifications and .NET Core integrations, significantly boosting system reliability and performance.

Head Of Technology

Faculty of Information Technologies, University "Džemal Bijedić"​ in Mostar

In this role, I performed research across several Software Engineering topics including control theory, automation, optimization of algorithms, and statistical mathematics. I also had the opportunity to work on collaborative projects between industry and academia.

Senior Teaching Assistant

Cognisco Ltd

•	Led the design and development of innovative systems, leveraging Microsoft Azure Cloud to deliver scalable and reliable solutions.

•	Collaborated with cross-functional teams to define technical requirements, develop architectural designs, and implement solutions.

•	Played a key role in enhancing product offerings, improving efficiency, and driving growth for clients across diverse industries.

Technical Architect

•	Orchestrated the backend architecture overhaul for Roshambo Live, supporting its growth to over 500,000 concurrent players.

As an accomplished Solution Architect with over a decade of experience, I have consistently led high-impact software engineering projects from conceptualization to deployment. My expertise lies in designing scalable, efficient, and innovative solutions that not only meet technical requirements but also align closely with business objectives. Proficient in server architecture, ASP.NET, Entity Framework, .NET Core, and Microsoft Azure, I am dedicated to driving organizational excellence through the strategic application of technology. With a forward-thinking approach, I foster collaborative environments that encourage innovation and leverage cutting-edge technologies to achieve tangible results. 

Clients and colleagues know me for my exceptional problem-solving skills and ability to mediate between cross-functional teams. I am committed to maintaining open lines of communication and ensuring alignment on project scopes and deliverables. Recognized as a thought leader in the industry, sharing valuable knowledge and insights to foster community engagement and professional development. My passion for technology extends beyond project delivery; I actively contribute to the improvement of architectural standards, processes, and practices, while also mentoring engineering teams to help them reach their full potential. 

Throughout my career, I have achieved notable successes, including spearheading the design and implementation of high-performance systems with low latency, managing teams in the deployment of scalable data center infrastructures, and delivering next-generation software solutions that significantly improve operational efficiency. I am dedicated to ongoing learning and sharing my expertise with the community, contributing to the advancement of Microsoft technologies and best practices.

Admir Mujkić

Goldie Agency

Co-founded and lead one of the fastest-growing AI business communities alongside Julian Goldie, teaching practical AI automation to entrepreneurs and business owners.

Community Achievements: 
• Built community from 0 to 1,200+ active members 
• Conduct weekly live Q&A sessions addressing real business automation challenges 
• Created comprehensive masterclass curriculum on AI automation for business applications 
• Developed practical training modules covering business process automation and efficiency optimization 
• Maintain high engagement rates with consistent educational content delivery 
• Help members implement automation solutions that save time and increase operational efficiency

Key Responsibilities: 
→ Lead weekly Q&A sessions, providing hands-on guidance for automation implementation 
→ Create educational content including video masterclasses and step-by-step automation guides 
→ Mentor community members on selecting and implementing appropriate automation tools 
→ Collaborate with Julian Goldie on community strategy and content development 
→ Facilitate discussions on emerging AI tools and their practical business applications 
→ Provide consultation on automation project planning and execution

Focus Areas: 

Business process automation, client onboarding optimization, workflow efficiency, emerging AI tools evaluation, and practical automation strategy for small to medium businesses.

Impact: 

Helping hundreds of business owners implement practical AI automation solutions that measurably improve their operations, save time, and increase profitability.

Co-Founder of the AI Profit Boardroom

Leading comprehensive client success strategy while pioneering AI automation initiatives for this leading SEO and AI Automation agency. 

Client Success Achievements: 
• Reduced client churn from 20% to as low as 2.5% through strategic retention initiatives 
• Grew monthly recurring revenue from $180k to $435k during my tenure 
• Improved Net Promoter Score from 59 to 69 
• Launched new service offerings generating approximately $100,000 in additional MRR 
• Increased profit margins by nearly 11% through process optimization 
• Successfully lead 25-person operations team with daily strategic oversight and a 6-man Customer Success team 

Core Client Success Responsibilities: 
→ Develop and execute retention strategies tailored to SEO service delivery 
→ Lead operations team through daily check-ins on delivery speed, bottlenecks, and process improvements 
→ Design and implement client onboarding processes that set clients up for long-term success 
→ Create custom-tailored service packages to meet diverse client goals 
→ Analyze client satisfaction data and implement systematic improvements 
→ Bridge communication between client needs and internal delivery teams 

AI Automation Leadership: 
→ Facilitate AI automation projects for external clients, focusing on business process optimization 
→ Consult on automation needs assessment and implementation strategy 
→ Specialize in client onboarding automation and workflow optimization 
→ Lead discussions on automation platforms and emerging AI tools for business efficiency

Impact: 

My approach combines data-driven retention strategies with intelligent automation, resulting in measurable improvements in client satisfaction, retention, and company profitability while positioning clients for future growth through smart technology adoption.

Director of Client Success

Binkies 3D

As an Account Manager, my main responsibility is to build a relationship with our clients & ensure that all of their needs are met and/or surpassed. 

At Binkies, we strive for the best possible experience for our clients. Driven by 3D technology, we offer the best 3D models for Phones, Tablets and Smartwatches.

As part of my main responsibilities I take care of, but not limited to:

- Relationship management, building, and the main communication between our clients and Binkies
- Ensuring timely delivery of client queries and support with anything commercial
- Contract renewals, upsells as well as purchase order acquisition
- Commercial negotiations as well as ensuring the best possible experience for our clients
- New client onboarding
- CRM maintenance and upkeep
- Partake in new product discussions, testing, and exploration
- LinkedIn Marketing & video ad-creation
- Partake in several growthgoals related to both company growth and expansion


No team works better than one that has a strong internal cohesive force. The Binkies team is, for lack of a better term, a well-oiled machine.

To learn more about our product, feel free to visit binkies3d.com

Account Manager

Flowd

Being an Account Manager means developing and nurturing your client's relationship. Being on top of things is very helpful and meaningful to clients, and that's what I always aim for.

As for my main responsibilities, they are (but are not limited to) the following:

- Make sure all the necessary on-boarding material is covered before starting with the client
- Leading client kick-off calls
- Daily admin tasks for the clients
- Client reporting on multiple time-frames
- Monitoring of the client's CRM
- Weekly monitoring of clients' campaigns
- Team campaign A/B testing
- Leading monthly client reporting calls
- Helping the team wherever is necessary
- Making sure team morale is always high

As an AM, it's invaluable that you care for your clients and you make sure that you set them up for success. That way it's not just a transactional relationship, but instead, it becomes a mutual, personal relationship.

Pitch121

The main part of the job is to help my clients network grow, and with it also their business, by research and marketing, finding the right people from the right industries! Somewhat of a growth wizard!

Some of the main responsibilities are:

- Market research and identification of selling opportunities
- B2B orientated profile based marketing and outreach 
- Lead generation and lead nurture
- Planning and scheduling of day to day campaign activity
- Client email domain management (purchasing, testing and maintenance of the domain's deliverability)
- Writing process documents about new software or changes
- A/B testing
- Campaign monitoring, evaluating, research and testing
- Competitor analysis

Marketing Executive - SSE

Hotel Manastir - Berovo

As the finance manager of the hotel I was mostly in charge of invoices, both incoming and outgoing, doing daily funds reviews, payrolls etc.

- Incoming and outgoing invoices
- Excel spreadsheets for distributors
- Excel spreadsheets for customers
- Monthly and Yearly budget reviews
- Re-investment plans and reviews
- Monthly Payroll preparation

Finance Manager

Hotel Manastir Berovo

During my time as the Marketing Manager of Hotel Manastir I was in charge of building up the Facebook page as well as preparing online ad-materials for sharing etc.

- Facebook and Instagram Ads
- Boosted posts and campaigns
- E-mail campaigns through acquired leads by guests
- Cold outreach to tourist agencies and companies that host team-building and conference events
- Inbox management and communication
- Preparing offers (packages) for holidays and extended weekends
- Preparing offers for special events (New Years, etc.)

Marketing Manager

AIESEC LC Skopje

As the OCP - organizational committee president of the project Leading through Diversity my main tasks are planing, strategizing and leading the team responsible for this project.

The project is educational and it's a PBoX (project based on exchange). It involves students from 16-18 years and interns from the ages of 20-24.

Project Manager of Leading through Diversity

ICX Team Member

Account Manager @ Binkies 3D | Orchestrating your Sales Success through 3D Tech | Navigating Win-Win Scenarios by day, developing A+ Strategies by night

I drive measurable client success in the SEO industry while co-leading one of the fastest-growing AI business communities.

My Primary Role: As Director of Client Success at Goldie Agency, I've transformed client retention and revenue growth in the competitive SEO space. In my time here, I've delivered results that speak for themselves:

• Reduced client churn from 20% to as low as 2.5% 
• Grew MRR from $180k to $435k 
• Improved NPS score from 59 to 69 
• Launched new service offerings generating ~$100k additional MRR 
• Increased profit margins by nearly 11% 
• Lead a 25-person operations team through daily strategic oversight & a 6 member Customer Success team

SEO Client Success Expertise: 

• Client retention and churn management in digital marketing 
• Revenue growth strategies for service-based agencies 
• Process optimization for improved delivery and client satisfaction 
• Cross-functional team leadership in fast-paced environments 
• New service development and client experience design

AI Community Leadership: 

Alongside Julian Goldie, I co-founded and lead the AI Profit Boardroom - a 1,200+ member community where we teach business owners practical AI automation. 

Through weekly Q&As and masterclasses, we help businesses implement real automation solutions that save time and increase efficiency.

My Approach: 

I believe exceptional client success comes from combining data-driven strategy with genuine human connection. Whether it's using automation to streamline onboarding or analyzing churn patterns to prevent client loss, I focus on systems that enhance relationships rather than replace them.

Let's connect if you're interested in: 
→ SEO agency client success strategies 
→ Proven churn reduction techniques 
→ Revenue growth in service businesses
→ Practical AI automation for agencies 
→ Building scalable client success processes

I love connecting with fellow agency leaders and client success professionals who understand that great results come from great relationships.

Viktorijan Mucunski

The biggest misconception in Client Success is that retention depends on “great results.”

It doesn’t.

Clients don’t stay because of results.
👉 They stay because of confidence.

Confidence that
 • you understand their goals
 • you communicate clearly
 • you track progress
 • you see risks before they do
 • you make the next step obvious

When clients lose confidence, they start searching for alternatives even if you are delivering.
👉 When they feel confident, they stay even during slow periods.

Here are the signals that a client’s confidence is rising:
1. They respond faster and with more detail
2. They ask more strategic questions
3. They share context without being asked
4. They follow the roadmap more closely
5. They use words like “trust” and “clarity”

And here are the signals confidence is dropping:
* Short replies
* Longer gaps in communication
* Calls being pushed back
* Outcomes being questioned
* Repeating the same concerns

The real job of Client Success isn’t to “wow” the client.
It’s to maintain confidence through clear expectations, early wins, honest conversations, and predictable delivery.

Because confidence doesn’t just improve retention.
👉 It improves renewals, upsells, communication, and outcomes.

Retention is not built on results alone.
👉 Retention is built on trust + momentum + predictability.

Results are simply the byproduct.

Client Success Leader | Scaled Retention, Revenue, and CS Operations | Team Leadership, Onboarding Systems, and Churn Reduction Specialist | AI and Automation for CS Efficiency

Most teams don’t have a retention problem.
They have a blind spot problem.

They look at churn only when the client cancels, not when the early signals were already screaming.

These are the 5 Client Success mistakes that silently create churn months before it happens:

1. Treating onboarding as a checklist instead of a trust-building moment
➙ If you rush onboarding, you lose clarity.
➙ If you lose clarity, you lose engagement.

2. Over-focusing on deliverables instead of outcomes
➙ Clients don’t care how much work you did.
➙ They care about how confident they feel in the direction.

3. Waiting for clients to bring up problems
➙ If they tell you, it’s already late.
➙ Proactive beats reactive every time.

4. Avoiding hard conversations
➙ The truth is simple.
➙ The earlier you reset expectations, the easier the relationship becomes.

5. Tracking progress without measuring emotion
➙ You can hit the numbers and still lose the client.
➙ Emotion is a metric. Tone is a signal. Energy is data.

The crazy part
↳ Most of these mistakes are easy to fix once you learn to see them earlier.

Client Success isn’t about putting out fires at month 3.
It’s about preventing the sparks at week 3.

• Predictability.
• Momentum.
• Trust.
• Communication.

These are the real foundations of retention.

If you get these right, clients stay longer, expand more, and feel better every step of the way.

Most client relationships are decided in the first 30 days, not the first 12 months.

In every business I’ve worked with - agencies, SaaS, coaching, consulting - the pattern is always the same.

If a client feels clear, supported, and confident in the first 30 days
- they stay for months or years.

If they feel confused, worried, or underwhelmed in the first 30 days
- no amount of “great work” later will fix it.

This is The 30-Day Rule:

“How your client feels in the first month sets the emotional tone for the rest of the relationship.”

What happens in those 30 days?

• Expectations get set (or mis-set)
• Momentum gets built (or lost)
• Trust gets established (or weakened)
• The roadmap gets clear (or chaotic)
• Engagement becomes consistent (or disappears)

Here’s the simple truth
- Clients don’t churn because of what happens at Month 3.
- They churn because of how they felt in Week 3.

The goal of your first 30 days should be simple:

1. Give them clarity
2. Deliver one fast, meaningful win
3. Show them the path ahead
4. Keep communication tight
5. Make progress visible

Do that, and retention becomes easy.
Ignore it, and churn becomes inevitable.

The 30-Day Rule predicts retention better than any metric, dashboard, or survey.

Because at the end of the day (as weird as it sounds)
Retention runs on emotion first, results second.

After an incredible chapter at Goldie Agency and the AI Profit Boardroom, I have officially decided to step away and open the next chapter of my career.

I am deeply grateful for everything I was able to build with the team and for the trust placed in me while leading Client Success and helping grow one of the fastest-growing AI communities. Both Nikola & Loren were incredible teammates, super coachable, and very reliant. I couldn't have asked for a better team.

The experience shaped me both professionally and personally, and I could not have asked for a better group of people to work and grow with.

As for what comes next, I am currently exploring two paths in parallel.

On one side, I am open to new opportunities in Client Success leadership. Over the past few years, I have led CS and operations teams, scaled retention systems, improved NPS, launched new service lines, and built customer experience frameworks that helped companies grow. 

I enjoy solving complex customer challenges, improving onboarding, reducing churn, and creating the systems that allow teams to operate with clarity and speed.

At the same time, I am also evaluating the idea of launching my own Skool program focused exclusively on Client Success, retention, and operational excellence for agencies and service-based businesses. I have always enjoyed teaching and building communities, and I see a real need for practical, easy-to-apply customer success education.

I am giving myself space this month to explore both paths and speak with people who may be looking for someone with my background.

If you know a company that is looking for a Client Success Lead, Account Management Lead, Team Lead, Head of CS, or Director-level CS leader, I would appreciate an introduction. I am also more than happy to connect with founders, hiring managers, or anyone building strong customer-facing teams.

Thank you to Julian, Catherine & everyone who has supported me in this journey. 

I am excited for what comes next, and I am open to conversations with anyone who feels there might be a mutual fit.

Most teams think churn happens because of poor delivery.
It doesn’t.

Churn happens because the client journey was never engineered in the first place.

After working with agencies, SaaS companies, and consulting teams, I realized something:

Every breakdown in a client relationship can be traced to one specific stage in the journey.

Not ten things.
Not random chaos.
One stage.

Miss the handoff?
Confidence drops.

Miss the first win?
Momentum dies.

Miss early success habits?
Engagement slips.

Miss the renewal signals?
It’s already too late.

Client Success isn’t an art.
It’s a system.
And most teams only operate 20 percent of it.

For the past few months, I’ve been building a 7-stage framework that turns the entire client lifecycle into something predictable, measurable, and repairable.

It’s the clearest way I’ve ever seen to diagnose where client relationships break - and how to fix them before they become churn.

I’ll share more soon.

But here’s the simple takeaway
If your CS process depends on heroic effort instead of a clear structure, it will break under pressure.

Systems create retention.
Retention creates growth.

It's all about 𝘤𝘭𝘢𝘳𝘪𝘵𝘺. More to come.

#ClientSuccess #CustomerRetention

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Viktorijan Mucunski

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