---
title: About Iliyana Stareva | Senior Executive Operator & Builder
description: Senior Executive Operator building post-sales operating systems powered by AI. Author, speaker, builder. ServiceNow, Cisco, HubSpot.
---
[**](https://www.facebook.com/iliyana.stareva) [**](https://twitter.com/iliyanastareva) [**](https://www.linkedin.com/in/iliyanastareva) [**](http://instagram.com/iliyanastareva) [**](http://www.pinterest.com/iliyanastareva/)
[BUY INBOUND PR NOW](https://www.amazon.com/Inbound-PR-Agencys-Transforming-Business/dp/1119462215/)
[Iliyana Stareva ](https://www-iliyanastareva-com.sandbox.hs-sites.com)
## About Iliyana
**If I think about my career, I've always built things that had never existed before.**
I build the machine first, then run it. Multiple people across different companies have called me exactly that — the machine.
The Customer Health Assurance program at ServiceNow, the first Chief of Staff office in EMEA, multiple new functions at HubSpot — I create the operating models, teams, and systems that organisations needed, but didn't have yet.
My real power is working in ambiguity, aligning executives, and actually getting things done — not just advising, not just strategising, but making it happen and delivering results you can measure.
**What I Do**
Currently, I lead Customer Health Assurance for EMEA at ServiceNow — a program I built from scratch for the region. In 2025: $15M in protected revenue, $6M+ in expansion, 17x ROI on a $1.5M budget. The program was expanded to $12M for 2026.
Before that, I was Chief of Staff to the EMEA President where I built the CoS office in EMEA from scratch, led a dedicated team, and created the execution engine that helped scale the region toward $3B in revenue. The operating model I built — the 5-Star Strategy — was later adopted globally by the Chief Commercial Officer as the standard for the entire GTM organisation.
Before ServiceNow, I spent two and a half years at Cisco building Customer Experience programs and PMO frameworks from scratch. Before that, five years at HubSpot — starting as a Channel Consultant and becoming Global Partner Program Manager, building programs that didn't exist and earning President's Club twice.
**What I Write and Talk About**
I write about AI, Customer Health, and the future of post-sales operating models at this blog — specifically the idea that CS stops being a reactive cost centre the moment you design it properly.
I speak at events across Europe and beyond on AI in Customer Success, leadership, and building operating systems that scale.
**A Bit More**
Bulgarian by origin. I left at 19 and have lived and worked in Germany, the UK, Ireland, the Netherlands, and now Spain. I speak five languages. I published [*Inbound PR*](https://www.amazon.co.uk/Inbound-PR-Agencys-Transforming-Business/dp/1119462215/) with Wiley at 28 — BookAuthority Best New PR Books Winner.
Six countries. Five languages. Always building what didn't exist yet.
[](https://cta-redirect.hubspot.com/cta/redirect/462269/6896ae4c-bfe3-4d1a-80ac-a0c47b7088cb)
-
-
-
-
- [mailto:mailto:iliyana.stareva@gmail.com](mailto:mailto:iliyana.stareva@gmail.com)
## Read Iliyana's Blog
Check out my blog where I share my knowledge, experiences and opinions about AI, Customer Success, Customer Health and SaaS.
[View the Blog](https://www.iliyanastareva.com/blog)
## The Latest Posts from Iliyana's Blog
### [What Six Countries Taught Me About Life, Leadership, and People](https://www.iliyanastareva.com/blog/what-six-countries-taught-me-about-life-leadership-and-people)
People often ask me, how have you managed to live in so many countries? Didn't you get tired? I left Bulgaria when I was 19 to find a better future by doing my BA abroad. I had two suitcases and no real plan beyond the next semester. I didn't...
[Read more](https://www.iliyanastareva.com/blog/what-six-countries-taught-me-about-life-leadership-and-people)
### [CS in the AI Era — my new newsletter for Customer Success leaders (and why I'm moving my CS content there)](https://www.iliyanastareva.com/blog/cs-in-the-ai-era-my-new-newsletter-for-customer-success-leaders-and-why-im-moving-my-cs-content-there)
If you've followed this blog for a while, you know I've written about Customer Success alongside Inbound PR, channel programs, leadership, career, and life across six countries. It's been a mix — deliberately so. This space has always reflected who...
[Read more](https://www.iliyanastareva.com/blog/cs-in-the-ai-era-my-new-newsletter-for-customer-success-leaders-and-why-im-moving-my-cs-content-there)
### [CS as a Predictable Revenue Driver — What It Actually Takes](https://www.iliyanastareva.com/blog/cs-as-a-predictable-revenue-driver-what-it-actually-takes)
I started my SaaS career in Customer Success. Not the version of CS that exists in most companies today. The version where you were responsible for the full customer relationship — adoption, outcomes, retention, and growth. Where upsell and...
[Read more](https://www.iliyanastareva.com/blog/cs-as-a-predictable-revenue-driver-what-it-actually-takes)
## Want to talk?
[**](https://www.facebook.com/iliyana.stareva) [**](https://twitter.com/iliyanastareva) [**](https://www.linkedin.com/in/iliyanastareva) [**](http://instagram.com/iliyanastareva) [**](http://www.pinterest.com/iliyanastareva/)
I'm always happy to chat about how we can work together. Get in touch with me and start the conversation. I'd love to hear from you.
[](https://cta-redirect.hubspot.com/cta/redirect/462269/a2852f9d-e407-4f12-b0de-8f0cc49d36e3)
[**](https://www.iliyanastareva.com/about#)
Iliyana Stareva