Director of Customer Success

Owned and managed the full customer pre-sales process, including customization of product demos to align with customer pain points. Leveraging deep understanding of e-commerce dynamics, customer behavior, and platform capabilities to implement optimal product usage and value.

Transitioned to an executive-level role with the primary focus of leading the team and company to asset acquisition. Coordinated short- and long-term planning, strategic decision-making, and resource allocation to properly control costs.

Owned managing customer success and support team in a fast-paced environment. Coached and supervised the team, serving as customers’ voice to drive adoption and long-term growth for new and existing customers. Owned all customer escalations.

Oversaw customer success operations and implementations with a team of three top-performing onboarding specialists responsible for end-to-end ownership of 200+ new accounts. Partnered with the Marketing team to completely overhaul and improve the company’s customer training program, Emma 101, designing and launching an automated onboarding email workflow to nurture lower-tier accounts.