iorad

Customer Success Manager

the old girls club

Member

Lavender 💜

Senior Customer Success Manager

Promoted into the Customer Success Manager, Scaled role, I was responsible for creating the company's first roadmap for scaling existing customers.

I increased ARR by ~$20k in < 3 months by identifying upsell opps based on customer usage data, proactively noting cost-saving measures for customers through early renewals.

I also created a 365 day success plan for all customers, setting expectations and deliverables for first 30 days, 60 days, and quarterly check-ins.

Customer Success Manager, Scaled

As a team of one in User Success, I was responsible for the day-to-day management and resolution of any inquiries or troubleshooting requests from our users. Using Intercom as our primary communication tool for support, I was able to:

- Increase CSAT to 96% by resolving ~20 inbound support tickets per day
- Create 75+ custom responses for the AI chat agent, answering ~90% of customer questions, and resulting in ~50% resolution without teammate involvement, increasing support bandwidth
- Save the company approx. $32k in operating costs by reducing median resolution time by an average of 30 minutes
- Manage audit of Knowledge Base articles, editing 80+ existing articles, and creating 10+ new articles

User Success

NationBuilder

As the account manager for 50 Enterprise customers, I was committed to their success, satisfaction, and retention. Using my relationship-building skills and empathy for the common challenges faced by my customers, I guided them in leveraging the platform effectively, translating their goals into achievable milestones.

I drove adoption by providing technical troubleshooting and strategic coaching on a daily basis, while actively contributing ideas to enhance the effectiveness of the global team. I identified and addressed potential risks to customer retention, and advocated for customers by representing their needs to the Product and Engineering teams.

Highlights include:
⇢ Exceeded growth and revenue retention targets (203% and 132% averages) through strategic identification of customer growth areas.
⇢ Generated $850k in renewals revenue by providing strategic solutions, generating customer ROI, showcasing lifetime value, and ensuring optimal product performance to minimize churn.
⇢ Developed and implemented a first-ever custom online learning course, encompassing 15+ modules, 75+ topic lessons, 100+ content pieces, and 200+ edits.
⇢ Expanded product adoption by creating 150+ materials of use case-focused documentation, webinars, and blogs, enhancing customer education and marketing efforts.
⇢ Collaborated on post-sales implementation deliverables for 20 customers, translating technical concepts for non-technical audiences.
⇢ Partnered with Revenue Operations to close 100% of new bundled upsell opportunities and deliver ROI-driven add-ons to maximize customer satisfaction and product adoption.
⇢ Administered and analyzed 100+ pieces of user feedback, providing revenue-driven recommendations for product enhancements, including API offerings.
⇢ Skills: Google Suite (Gmail, Drive, Docs, Sheets, Slides) | Slack | Coda | Trello | Jira | Intercom | Asana | Any.do | Canva | Adobe | Dropbox | 1Password | 15Five | Zoom | Loom | Tango | Scribe | Coassemble | Notion

Customer Success Manager (Enterprise Account Manager)

Habitat for Humanity of Wake County

Highlights include:

⇢ Developed strategic roadmap to grow 50+ enterprise account investments, managing $1.45M+ in annual revenue and leading programmatic engagement.

⇢ Identified engagement and adoption gaps across 30+ opportunities. Utilized cost-benefit analysis to iterate and enhance strategic plans for FY20 and FY21.

⇢ Successfully lead the transition from in-person events to virtual format in March 2020. Adapted, produced, and hosted the organization's inaugural Virtual Women's Build program through live events featuring community stakeholders, key accounts, and partners.

⇢ Created compelling communications to grow activation from funders, stakeholders, and internal audiences while promoting the organization's brand and core principles.

Skills: Google Suite (Gmail, Drive, Docs, Sheets, Slides) | Microsoft Office (Word, Excel, Powerpoint) | Blackbaud (Raiser's Edge) | Classy | Constant Contact | VolunteerHub | Canva | Adobe

Director of Partnerships (Corporate Relations)

The V Foundation

Working with the V Foundation under a Contract Consultant role, I oversaw all aspects and strategies of community engagement and outreach for The Victory Ride to Cure Cancer annual fundraiser. The 2019 fundraising goal is over $400K and the event has trended evenly YOY from 2018.

The V Foundation and The Victory Ride to Cure Cancer are advancing and bolstering community awareness, engagement and activation through the strategic development of grassroots outreach plans. My highest focus was on cultivating and mobilizing corporate and community partnerships to create multiple fundraising sources. Our reach goal was to boost team participation to a minimum of 20 teams combining a minimum of 740 participants.

Consultant - Community Engagement and Outreach, The Victory Ride

Lahey Health

With Lahey Health I was an integral part of the team that directed fundraising and stewardship activities through affinity programs. I engaged nearly 15,000 constituents that supported philanthropy of the Lahey Health system.

Highlights include:
•	Grew annual recurring revenue by $350K+ in under 6 months through acquiring, activating, and managing 15K+ clients across engagement programs.OY. 
•	Developed and executed onboarding material and training on SaaS platform, translating technical elements by creating 10+ bespoke manuals and evergreen how-to guides for internal and external partner use.

Skills: Google Suite | Raiser's Edge | Teamraiser | Luminate | Blackbaud | Adobe Suite

Associate Director, Philanthropy Programs (Affinity)

Phillips Academy

With Phillips Academy I returned to an Alumni Engagement role, overseeing a larger territory. I managed 10 accounts of active alumni volunteer committees, comprised of 15+ members, and engaged constituencies in the three largest regions: NYC, Northern California, & Southern California.

I executed 60+ unique events to drive customer engagement and new revenue generation opportunities that impacted over 6,000 constituents and achieved a benchmark 10% increase in unique engagement through the execution of bespoke, complex programs and targeted outreach through digital and social media communications.

The highlight of this experience was the opportunity to develop and complete multiple regional Head of School events each year, engaging the alumni community around the Academy’s leadership. When the Academy launched a new $400M capital campaign my team and I developed and executed 3 campaign launch events in a single quarter. These events hosted the Head of School as the guest speaker to promote the new campaign.

Skills: Microsoft Office Suite | Datatel | EverTrue | Graduway | EventFarm | Cvent

Assistant Director, Alumni Engagement

Greater Haverhill Chamber of Commerce

Familial obligations required my return to MA. I was connected to the Greater Haverhill Chamber of Commerce, who needed a part-time Membership Coordinator. This role was mutually beneficial as I was able to help boost their revenue while fine-tuning my sales and networking skills and exposing myself to the local business community.

In my tenure, I personally closed 80% of new memberships, boosted retention and performed membership-to-benefit analysis; increased revenue for Chamber, and brand awareness and value for clientele.

Requiring full-time work, I accepted a role in the education industry again and remained a volunteer with GHCC.

Membership Coordinator

Occidental College

Seeking a different application for engagement, I moved to LA and accepted a role with Occidental College as the Assistant Director of Alumni and Parent Engagement. The goal for this role was to create and maintain involvement and a sense of ownership among Alumni and student-body parents of the College. 

We developed and implemented nationwide, strategic engagement plans for more than 22,000 constituents from 10 regional alumni chapters and 12 alumni affinity groups. This required the recruitment, training and management of a team of over 20 volunteer leaders who, in turn, executed engagement events. A point of pride for me was the creation of 10 identity-based groups to support on-campus collaboration and scholarship fundraising efforts. These groups were vital to increase visibility, awareness, and engagement among the diverse alumni body and offering more opportunities for inclusion.

Skills: Google Suite (Gmail, Drive, Docs, Sheets) | Microsoft Office (Word, Excel, Powerpoint) | Smartsheet | iModules | WebEx | Cvent | Perfect Venue | Adobe Suite

Assistant Director of Alumni And Parent Engagement

With 15+ years of diverse experience in non-profit, education, SaaS, and media, I bring a ton of valuable insights and diverse viewpoints to customer success, advocacy, and enablement. I'm a pro at communicating across different platforms and connecting with people wherever they are. In conversations, I always bring empathy into the mix. It's not just about explaining what's important, but also why it's crucial for both the customer *and* the company.

My boundless curiosity has made me an exceptional relationship builder, a colleague who cares deeply for others, and an enthusiastic collaborator who is obsessed with all things Customer Experience.

Whether I’m talking to a customer or collaborating on a project, my mission is to:
⇢ Quickly understand the end goal
⇢ Uncover the pain points
⇢ Get creative on strategic solutions
⇢ Empower others

I was the first non-cheerleader in my high school history to be named “Most Spirited” in the yearbook superlatives.

(I can’t point to any records specifically, but there aren’t any records refuting it either, so…)

I guess you could say my enthusiasm for customer success and advocacy is just a part of my DNA. (But I’ll also bring the pom-poms to meetings, just in case.)

If you’re looking for someone who can communicate value, translate customer feedback into actionable insights, loves strategizing on how to make the most of a product, and isn’t afraid to ask lots of questions - let's connect!

--

Some recent achievements:
⇢ Exceeding growth and retention targets (203% and 132% averages) for a portfolio of 40+ B2B and B2B2C global enterprise customers
⇢ Building and managing 15+ learning modules and 75+ topic lessons; writing 100+ pieces of content; and executing 200+ edits for an enterprise customer's custom online learning course.
⇢ Increasing global product adoption by creating 150+ pieces of segment-focused documentation, customized workflows, and onboarding training decks for both technical and non-technical audiences.

Other highlights:
⇢ Give-first mentality
⇢ Epic trivia teammate
⇢ If Googling things was a professional sport, I’d be Serena Williams
⇢ High EQ - I *can* read vibes through Slack messages and Zoom calls

✨Opinions/views are my own✨

Ashleigh Bergh Duggan ✨

Culture Enthusiast at Universal 🌎 Digital Strategy Leader 💫 OUT Steering Committee 🌈 Connector 🔗 40 Under 40 Orlando Business Journal Honoree 🍊

CliftonStrengths Top 5: Woo 👥, Maximizer ➕, Positivity 🤩, Arranger 🧱, Communication 📣

Every post, thought and insight shared here is from me ~ crafted with purpose, passion & a commitment to fostering meaningful connections. Whether celebrating milestones, sharing lessons learned, or spotlighting incredible people and projects, my goal is to inspire and uplift. If you see it on my profile, know that it comes from me, and does not represent the views of any other person, organization or my company.

Adam Swiatek

I am in need of some good vibes today. I didn’t sleep last night. And, my anxiety is at an all-time high.

Today is my Annual Performance Evaluation, and if I’m being honest, I dread this day every year. Recently, people have asked me, "Are you okay?" I say "I’m fine," but the truth is... I’m really not.

I’ve spent the last few days spiraling over the "what ifs." What will I learn? Will I be surprised?

We talk a lot about mental health & wellbeing in the workplace, but we often overlook how much the "Big Bang" style of annual reviews hurts it. In my opinion, you should go into your review knowing exactly where you stand.

A performance review should be... a celebration of accomplishments, a roadmap for future growth, a collaborative check-in.

It shouldn't be a time to hunt for flaws or deliver any surprises, good or bad.

I think I worry so much because I care so much. I care about my teammates, the quality of my work, and the Guest experiences I help create every day. I’m always looking to "sharpen the saw," but there has to be a better way to know where we stand & how we're doing.

Sending good vibes to anyone else who's got their Annual Performance Evaluation this week. We’ve got this. 🫶


#MentalHealth #WorkCulture #PerformanceReviews #AnnualReview #PerformanceEvaluation #Leadership #Transparency

Innovation & Culture Leader at Universal 🌎 LinkedIn Top Digital Strategy Voice 📣 Universal Excellence in Leadership 🌟 OUT Steering Committee 🏳️‍🌈 Connector 🔗 40 Under 40 Orlando Business Journal 🍊

I’m at Universal before the sun comes up… which can only mean one thing… Universal Orlando Team Member Appreciation kicks off this morning! 🌎☀️

It’ll be an amazing week celebrating the people who make everyday epic! 🎉



Universal Orlando Resort 
#UOTMLife

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Every day, my goal is to make a positive impact on the people around me. Truly, I try my best to go above and beyond for others. 

That's the real hallmark of me, Adam Swiatek, and my own brand. My brand is greater than where I work or where I went to school or where I am from. My brand has the highest level of integrity.

I want to be known as a trusted human being who is positive, cheerful, upbeat, creative, warm, empowering, loyal, trusted, helpful, respectful, brave and determined. When someone says that I am not one of these qualities, it rocks me to my core... in a big way. And, gives me so much to think about.


#AdamSwiatek #Swiatek #TheSwiateks

🌟 Team Member Spotlight: Christian Spencer 🌟

This week across Universal Orlando Resort, we are celebrating Team Member Appreciation Week, a time to recognize the incredible people who bring vibrancy & color to our amazing destination. As part of the celebration, I’m spotlighting the Team Members I’m personally thankful for... the individuals who play a role in this Universal story! 🌎

I couldn't think of a better person to start with than Christian Spencer! 🙌 

If you’ve spent any time on Universal's parade routes or at marquee events, you’ve likely seen Christian... usually because he’s the one standing tall above the crowd on his stilts. But his contribution goes so much deeper than his height. As a Performance Coordinator with our Entertainment crew, Christian pours his heart into the Guest experience every single day.

Christian is an inspiration. He is so passionate about his craft and our Guest experience! I am constantly impressed by Christian’s drive and the way he elevates every moment for our Guests. He has a unique way of making those in his orbit feel special! I feel incredibly lucky to not only be on the same team as him but to also be a mentor to him!

Thank you, Christian, for your energy, your heart & for making every day truly spectacular! 🤩 


Universal Destinations & Experiences
#UOTMLIfe #TeamMemberAppreciationWeek #UniversalOrlandoResort #UnviersalOrlando

I present to you... Adam’s Internship Application ⚡ Hot Tips ⚡

Applications for Fall 2026 internship roles at Universal Orlando Resort & Universal Creative officially opened this past Friday! As a hiring manager, I know the internship search & application process can be stressful! 🫠 

If you’re a college or graduate student looking to join our Universe, I’ve put my own "Hot Tips" to help you stand out as you craft your resume & submit your applications:

1. Quality Over Quantity 🎯
Only apply to roles you are qualified for. Read the job descriptions carefully & think about if you can truly see yourself in that specific role. Authenticity starts with finding the right fit for your skills.

2. Focus Your Energy ✨
Don’t apply for every single opening. Choose the top 2–4 roles you are most passionate about. For the ones that really speak to you, give them your absolute all!

3. Tailor Your Story 📝
Customize your resume for each role. Avoid using a generic, one-size-fits-all document. Highlight unique experiences or specific projects that make you the ideal candidate for that particular position.

4. Lean Into Your Involvement 🎓
"I don’t have much work experience... What should I put on my resume?" I get it! Your campus activities, clubs & volunteer work carry so much weight. Showcase your leadership & involvement; it tells a lot about your drive & potential.

5. The Early Bird Advantage ⏰
Apply early! While the official deadline for Universal Internships is March 13, you'll want your applications in way before then. Recruiters often begin reviewing resumes pretty quickly, and you'll want them to see your enthusiasm!

6. Make a Connection 🤝
Try to reach out to someone in the field or area you’re applying for. Use LinkedIn to your advantage (like you already are!). An informational chat can go a long way in understanding the culture.

7. Be AI-Smart 🤖
Be careful with AI. I love tools like Gemini & Copilot as much as the next person! Use them as a tool to help you refine and craft your resume, but ensure your resume sounds like you! If you are proficient in using AI tools, list them! Love to see it!

To all the college & graduate students applying for Fall 2026 Internships: I wish you the very best of luck! I can’t wait to see the remarkable talent & passion you’ll bring this fall! 🌎



Universal Destinations & Experiences
#UOTMLife #UniversalOrlando #UniversalOrlandoResort #InternAtUniversal #UniversalInternship #UniversalCreative #EarlyCareers #AdamSwiatek #HotTips

🌎 Epic Careers Await... Right Here! 💫

College & graduate students, looking for you! You need to get in this picture!

Our crews are looking for students to join us for Fall 2026 Internships at our destination in Orlando, Florida. A Universal internship isn't just a line on your resume... this is basically your chance to be part of something truly remarkable. 🤩

Whether you’re an undergrad looking for your first big break in themed entertainment, travel, or hospitality, or a grad student, an epic experience awaits at Universal Orlando Resort & Universal Creative!

⏳ 1 WEEK LEFT TO APPLY!
The clock is officially ticking. We'd be thrilled to see you here with us this fall, bringing your unique energy to our Universe. But, don't delay!
The Deadline: Friday, March 13 at 11:55 PM ET
The Location: Orlando, Florida

At Universal Orlando Resort, dive into technology, analytics, marketing & theme park operations to help deliver seamless, world-class Guest experiences. Or, at Universal Creative, join the visionaries & engineers who dream up, design & build our groundbreaking attractions & themed lands.

Be part of a team that celebrates your voice & gives you a platform to truly shine. Come be part of something epic! 
(And yes, maybe you'll even get to visit Epic, too! 🙌 )

🔗 How to Apply
Don’t wait until the final hour! Check the links in the comments to browse all open roles & submit your application today.



#UOTMLife #UniversalOrlandoResort #UniversalInternships #UniversalCreative #CollegeInterns #GradStudents #EarlyCareers #InternAtUniversal #ThatUniversalFeeling

I love that idea! How about some backstage passes? 🎸
C'mon! Make it happen! 🤘

Make it a stretch ~ In fact, make it a super stretch. 🚕

I am sad there won't be any more backstage passes for the concert... Or, FastPass+ reservations! 😃


#RockNRollerCasterStarringAerosmith
Disney Experiences
Walt Disney World

One connection worth making. 🤝

I recently met Dominic Brocco through mutual friends & after running into him at several events lately, I’ve had the chance to really dig into the work he’s doing.

Dominic is a connection many in my network genuinely need to know. 🤩

As a career coach for mid-to-senior tech and marketing professionals, he specializes in a very specific gap: helping high-performers who are brilliant at their roles but struggle to navigate the modern hiring machine.

He bridges the divide between "being great at your job" & "being great at getting hired."

If you are currently #OpenToWork & feel your search doesn’t reflect your true value, Dominic is the person to talk to! 🙌

Give him a follow to see how he’s making the job search process more remarkable! 🎉

Universal isn't just a place... it’s a feeling brought to life by the Team Members who work here. 🌎 

This week, across our Universe, we’re celebrating Team Member Appreciation Week! While our attractions may be epic, our Team Members are the true heart of the experience. They are the ones who transform a visit or vacation into something extraordinary, adding an exciting vibrancy to every corner of our parks & hotels.

Every day, Team Members bring our Universe to life with a blend of wonder & genuine excitement. Whether they are turning a quick Guest interaction into a lifelong core memory or providing the warmth & hospitality that makes everyone feel at home, their impact is tremendous. From first-time Guests to Annual Passholders who know... just who needs a cup of coffee... our Guests return because of the human connection they find here. 🫶 

It takes an incredible team of 34,000 Team Members in Orlando to make everyday epic. They are the vibrancy that brings our Universe to life, and their dedication is the reason Universal is a favorite global destination for so many! 

This week, I’m turning the spotlight on Team Members I’ve encountered who are making a massive impact. Follow along as I share their stories & show you why this is such a special place to work & visit. 👏 



Universal Destinations & Experiences
Universal Orlando Resort
#UOTMLife #UniversalOrlandoResort #TMAW #UniversalOrlando #TeamMemberAppreciation #EmployerOfChoice #DestinationOfChoice #ThatUniversalFeeling

Raise your mugs! 🍻 Butterbeer Season is back at Universal Orlando Resort!

Through May 31, The Wizarding World of Harry Potter is celebrating everyone’s favorite wizarding treat! 😍 Celebrate Butterbeer Season across Diagon Alley, Hogsmeade, and... for the first time... the Ministry of Magic at Universal Epic Universe! There are so many limited-time Butterbeer treats at the parks ~ We can't wait to try them all!

There’s truly nothing like walking through the streets of the Wizarding World with a cold, frozen, or hot Butterbeer in hand. If you’re planning a trip to Universal this spring... add "Butterbeer Mustache" to your touring plans! 🍯🍺

This year's celebration also marks the 25th Anniversary of the very first Harry Potter film! ✨

Cheers! 🍻



#UOTMLife #UniversalOrlando #UniversalOrlandoResort #WizardingWorld #ButterbeerSeason #HarryPotter #ThemeParks #UniversalEpicUniverse #EpicUniverse

🌟 Team Member Spotlight: Debi Lake 🌟

This week, as part of Universal Orlando Team Member Appreciation Week, I’m spotlighting the Team Members I’m personally thankful for... the individuals who play a role in my own Unforgettable Universal story! 🌎

If you've been to a Team Member Experiences Event, you've seen the work of Debi Lake! 🙌 

As a leader for our Team Member Experiences across all campuses, Debi is the definition of "remarkable." Whether she’s planning a massive destination-wide event or a smaller campus gathering, she executes every single detail with flawless precision.

But what truly sets Debi apart isn't just her logistics... it’s her heart. She takes the time to truly know our Team Members, ensuring that everyone in our Universe feels seen, heard, and appreciated. Her cheerfulness is infectious, and her positivity lights up every room (and event!) she’s in. 💗

Thank you, Debi, for elevating the Team Member experience for every Team Member, every day! You truly make every event, every moment, so spectacular & so vibrant! 🤩 


Universal Destinations & Experiences
#UOTMLIfe #TeamMemberAppreciationWeek #UniversalOrlandoResort #UnviersalOrlando

Happy National Peanut Butter Lover’s Day from me & my Peanut Butter Sundae! 🥜😍

With this sundae, there’s no Sunday scaries here! 🤩



#AdamSwiatek #TheSwiateks #NationalPeanutButterLoversDay

taplio

The Battle

Ashleigh Bergh Duggan ✨

Adam Swiatek

Followers

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Performance ScoreAdam Swiatek's LinkedIn Performance

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taplio

The Battle

Ashleigh Bergh Duggan ✨

Adam Swiatek

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Adam Swiatek's LinkedIn Performance

Ready to grow your LinkedIn presence?

Performance ScoreAdam Swiatek's LinkedIn Performance