Joined as the functional lead for Customer Success Operations. Acted as a strategic partner to the CS organization, driving the optimization of processes, tools, and data to empower the team in delivering exceptional customer experiences. In this role, I owned key metrics, designed streamlined workflows, and implemented technology solutions to improve retention, drive growth, and enhance operational efficiency.
Within two years, promoted to a people management role, where I hired and led the companyβs first Customer Success Analyst, expanding the teamβs capacity and impact.
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β’ Developed CSM Operations annual roadmap and quarterly project prioritization
β’ Owned customer journey alignment between customer-facing team including Account Management, Professional Services, and Technical Support
β’ Conducted in-depth analyses on key metrics such as Net Growth, Churn, and Expansion
β’ Designed and implemented key dashboards, enhancing visibility and data-based decisions across the company
β’ Built, optimized, and managed the Customer Success technology stack to streamline internal workflows and enhance customer journey engagement
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β’ Spearheaded the evaluation, selection, and deployment of Catalyst as the new Customer Success Platform, replacing Gainsight, resulting in improved efficiency and reducing costs ~30%
β’ Revamped the customer risk escalation process contributing to a record high 81% retention rate
β’ Boosted NPS response rates 2.3x (+8%) + CSAT responses 14x by redesigning the survey user flow based on user research, prototyping, A/B testing, and strategic automation
β’ Promoted to leadership role where hired and managed Customer Success Analyst to expand analytics capacity within the CSM operations organization
