Tomas Vykydal

He has been at Kentico since 2015, and his progression through the organization tells the story more clearly than any job title can. He joined as Customer Care Manager, expanded into consulting services oversight, and has led the Customer Success division since 2020, a decade-long arc built entirely around understanding what customers need, where they get stuck, and what it takes to turn a platform relationship into a long-term partnership. That internal progression matters in a customer success role specifically because the most effective customer leaders are the ones who have seen the full range of how clients engage with a product: the onboarding friction, the mid-contract plateau, the moments where strategic guidance makes the difference between a renewal and a churn. Tomáš has seen all of those stages from the inside, across nearly a decade of building the function that manages them. His background in quality management and training gives the operation a disciplined foundation, ensuring that what the Customer Success team delivers is consistent, measurable, and genuinely oriented around client outcomes rather than support ticket metrics.

Areas of expertise: Customer success strategy, customer experience, support leadership, consulting services, proactive customer engagement, quality management, training, digital transformation, SaaS customer retention

Background: VP of Customer Success, Customer Care Manager (Kentico, 2015 to present) | Background in quality management, customer service, and training