Ena Mandic

Head of Customer Experience @lempire

👉🏼Sales, as my first love and a part of my DNA.
👉🏼Joined lempire early days to handle support and sales.
👉🏼Built full support processes and documentation from scratch for lemlist and lempod.
👉🏼Handled all tickets, demos and sales on my own for initial 2 years. 
👉🏼Built several CS teams, as we acquired more companies and released products. 
👉🏼Consistently maintained a Customer Satisfaction (CSAT) score above 97% annually.
👉🏼Managed and scaled the customer support team from myself to 12 members.
👉🏼Ensured high-quality support through comprehensive training and robust documentation.

What You'll Get by Following Me:

🏆 Tips on how to incorporate AI to assist you and not customers directly.
🚀 Actionable tips for building and scaling customer support teams
🔥 Strategies to enhance customer satisfaction and loyalty
💼 Insights into support processes and documentation best practices

Let’s connect and grow together! 🌟

Head of Customer Excellence 

Head of Customer Success @lemlist, lemwarm, Taplio, Tweethunter

Teodora Suvačarević

lemlist

Content Manager at lemlist.
Turning complex product workflows into clean, intuitive content that drives adoption, clarity and user growth.
Building product education, shaping onboarding flows and creating content systems that scale.
Focused on storytelling, structure and making every feature easier to understand and easier to use.

Content Manager

International customer experience manager

lempire

International customer success expert

Crafty Panda, LLC

Video Editor

Irig moj grad

Marketing And Public Relations Specialist

Upwork

Video editor, motion graphic designer, audio editor, content creator, graphic designer etc.

Professional Freelancer

Radio Signal

I don't like the radio. I love it!
Almost 3 years passed since I started working @ radio Signal, the most listened radio station in Novi Sad, and I've learned a lot.
Audio production, photo and video production, program managing... About everything the program producer needs to know. 
I don't think this is my job, I think it's a way of life.

Program Producer

Video editor, content creator, and customer success manager. All that you need in one person. 🔥😎

Teodora Martić

Big news: today I step into my new role as Content Manager at Lemlist. 🔥 

This is a huge step for me. Working directly under Guillaume is a fantastic opportunity, and I’m ready to dive in.

I’ll be teaming up with Julien in the CX knowledge team, just the two of us, but trust me, we’re a powerhouse. Our combined skills and passion are going to make a real difference.

Excited isn’t the half of it. Here’s to new challenges, to growth, and to making an impact.

And if you’re wondering what helped get me here, I believe it was that one video I shared when I applied. Sometimes, being authentic and showing who you are can open doors you never expected. 

Let’s go. 🚀

CX Content Manager @lemlist | turning complexity into clarity

🎯 Plot twist: Started my new role as CX Content Manager this week and I'm genuinely confused... why didn't I do this sooner?!

Here's the thing: I've been working incredibly hard, diving deep into processes, learning systems, meetings... but it doesn't FEEL like work. You know that feeling when you're so absorbed in something meaningful that time just flies? That's been my entire week.

It's like being a kid who finally got that toy they'd been dreaming about, except better, because this "toy" lets me impact real users every single day.

Here's what I'm learning already: Having a dedicated CX knowledge team isn't just "nice to have", it's transformative. When you nail knowledge management, magic happens: 

✨ Users find answers faster 
✨ CX teams become superheroes 
✨ Satisfaction scores start climbing

We're already seeing results (and we've barely scratched the surface!). The road ahead is LONG and filled with challenges, content audits, process optimization, knowledge gaps to fill...

But here's my confession: I can't wait for Monday. Every single Monday.

Grateful doesn't even begin to cover how I feel about this opportunity. To my new team: thank you for the warm welcome. To everyone who's been part of my journey here: you know who you are. 💙

Fellow CX enthusiasts, what was your "why didn't I do this sooner" career moment? Would love to hear your stories!

As CX Content Manager at lemlist, I see what users really struggle with

It’s not just “how to write emails”
It’s “when to send them”

Every day in support I hear:
- Why no replies?
- Am I reaching out too early?
- How do I know they’re interested?
- Should I follow up again?

The answer used to be: “Test and iterate”

But now?

It’s different.

Intent signals have changed everything about how I write help docs:

OLD: “Follow up every 3-4 days”
NEW: “Follow up when they visit your pricing page”

OLD: “Personalise with their company news”
NEW: “Reach out the day they announce funding”

OLD: “Research your prospects”
NEW: “Get alerted when they’re in buying mode”

Now, we catch real signals:
- Prospect hires 10 SDRs → They’re scaling outbound
- Visited your site 3 times this week → Active evaluation
- New VP of Sales starts → Rebuilding their stack
- Engaged with your competitor’s content → Comparing options

What’s wild?

I’m no longer writing “how-to” guides.
I’m writing “when-to” guides.

Because perfect timing beats perfect copy every time.

And seeing our users go from “why no replies?” to “wow, perfect timing” in support tickets?

That’s the win I live for.

Try lemlist’s Intent Signals for free 👉 lemlist.com/intent-signals

Who else thinks timing is the most underrated part of outbound?

After my year-end review, I'm reflecting on how CX expertise naturally evolves into content strategy.

When you've spent years understanding where users struggle, you develop an instinct for information architecture. You know exactly which knowledge gaps create tickets, which documentation failures compound confusion, and what clarity actually looks like to someone using your product at 3 am.

My favourite review moment: "You turned the Product Update program into something nobody wants to miss." The secret? When you've explained the same feature 500 times, you get exceptionally good at making complex things simple.

The transition from CX to Content Manager isn't a career pivot, it's utilising deep operational intelligence to build better systems. Every ticket pattern becomes a content opportunity. Every confused user question shapes an information hierarchy.

My manager and I spent less time reviewing the past and more time discussing how this frontline intelligence will reshape our knowledge infrastructure. That's when you know you're in the right role.

For those considering similar transitions: Your operational expertise is strategic gold. We know what actually breaks, not what theoretically might.

Looking forward to building documentation that makes my former CX self proud. 🚀

taplio

The Battle

Ena Mandic

Teodora Martić

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taplio

The Battle

Ena Mandic

Teodora Martić

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Teodora Martić's LinkedIn Performance

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