Customer Success Lead

I own the post-sale customer journey for ConnectBooks, leading onboarding, product walkthroughs, and early adoption activities for new accounts. I help customers realize value from the platform quickly and establish a strong foundation for long-term engagement.

I proactively monitor accounts to reduce churn and intervene when customers are at risk. I identify cross-sell and upsell opportunities aligned with customer goals, expand net revenue retention, and run product demos to support sales evaluations and conversions.

I ran outbound prospecting through cold calls, email, and LinkedIn outreach for SaaS e-commerce accounts. I qualified opportunities with estimated annual recurring revenue potential of $350K to $400K and built a consistent pipeline for Account Executives.

I booked 15 to 20 discovery calls and product demos each month and generated approximately $100K in qualified pipeline per quarter. My outbound campaigns achieved 9 to 11% reply rates, while targeted segmentation and messaging converted 40 to 60% of positive replies into booked meetings.

I managed a team of five Customer Success Associates, overseeing onboarding, training, and performance to maintain strong service standards. I led structured onboarding calls and product walkthroughs, configuring platforms to meet individual e-commerce seller requirements.

I reduced churn by 30% through proactive retention strategies, recurring stakeholder engagement, and early value demonstration ahead of renewals. I also identified expansion opportunities, partnered with sales on net revenue retention, and shared customer feedback with product, engineering, marketing, and sales teams.

I onboarded and supported e-commerce businesses using the Threecolts platform, helping customers implement products successfully and achieve measurable value. I supported customers throughout their early adoption and ongoing usage journeys.

I analyzed customer usage patterns to identify upsell opportunities, reduce churn risk, and uncover process improvements. These insights helped improve team efficiency while supporting stronger customer outcomes and account growth.

I have completed more than 275 freelance projects for SaaS and e-commerce brands, maintaining a 100% job success score and earning Top Rated Plus recognition. My work includes technical blogs, landing pages, user guides, API documentation, and conversion-focused product messaging.

I translate complex product features into clear, accessible content that supports user adoption and business growth. I also produce email marketing, SEO-focused content, and technical documentation for digital products and e-commerce businesses.

Bachelor of Science in Information Technology.