I am a Customer Success Manager with over 10 years of experience leading high-touch, high-growth client journeys across coaching, education, and service-based businesses. My approach combines deep relationship-building with systems thinking, supporting clients from onboarding through renewal while optimizing for retention, upsell, and long-term outcomes. I am passionate about leveraging AI, automation, and cross-functional collaboration to deliver scalable results in fast-moving environments. My core competencies include client onboarding and engagement, customer retention and re-engagement, and upsell and renewal conversations. I have a strong background in CRM and workflow systems, along with excellent cross-functional communication skills. I am committed to driving success for my clients and ensuring they achieve their desired outcomes.
Managed full client journey across sales, onboarding, engagement, and retention for high-ticket coaching programs & marketing agencies. Conducted daily 1:1 accountability check-ins via Zoom and Loom. Collaborated cross-functionally with sales and ops to align service delivery and client outcomes.
Maintained 99%+ accuracy on high-volume deliverables under tight deadlines. Collaborated across remote teams to ensure consistent, client-ready output.
Oversaw full client lifecycle, from acquisition through retention. Synthesized sales intelligence and managed back-end ops for growth and service excellence. Balanced high-touch communication with operational systems to support scale.
Delivered multilingual support across Tier-1 issues for global clients. Authored internal documentation and streamlined ticket resolution flows.
Provided Tier-1 and Tier-2 technical support for consumer internet clients. Developed SOPs for common escalations and earned multiple 'Employee of the Month' awards.
Managed vacation member journeys and improved repeat service metrics. Reduced issue recurrence through pattern spotting and cross-team collaboration.
Designed outcome-focused curriculum and student progress tracking. Used qualitative and quantitative feedback to personalize learning experiences. Created structured learning experiences with clear success metrics and continuous feedback loops.
Fundamentals & Advanced Concepts
Inbound Sales Certification
Foundations of Project Management
High School Diploma
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