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 ✨

Recruiting Leader @ Zapier | Former Educator | Advocate for job seekers, humanizing recruiting, and making the workplace more equitable for everyone!!

WARNING: There are scam accounts using my name. The only domains I use are "zapier.com" and "bonniedilber.com". If the email comes from any other domain, it's a fraudulent account, please report to your email provider, and to the FTC. https://reportfraud.ftc.gov/
If you receive comments referencing me on your posts, these are bots as part of a scam, please report and block those accounts! 

A bit about me: I'm a former educator and dog/toddler mom who is passionate about equity in the workplace. I love to be outdoors except when it's super hot, I'm a foodie who hates cheese, and I like cooking, politics, and travel. I have a full time job managing the GTM/Ops recruiting team at Zapier, and also love creating content on recruiting, workplace culture and trends, and career development. There's a lot of misinformation and I try to combat it as much as I can! 

My goal is to educate and bring transparency to recruiting and hiring processes - I hope my content helps you understand why things play out the way they do. That doesn't mean I always like or agree with the realities of being a part of the working world in 2025, but I think we're all better off when we understand the rules of the game we're playing. 

All opinions are my own and do not reflect those of my employer! If you'd like to work at Zapier, please apply directly on our jobs page. 

I do not have the capacity to respond to DMs or answer one-off questions but DO answer reader questions and offer free 1:1 chats via my newsletter on beehiiv - your best bet is to submit it there!
You can access all of my resources here: https://linktr.ee/bonniedilber

Bonnie Dilber

Well y'all, for the first time in over 3 years, I'm HIRING for two Sr. Recruiters to join my team at Zapier!

One role MUST be a seasoned sales recruiter with experience hiring Account Executives for SaaS companies, the other can be more of a generalist across GTM/Ops roles.

I've detailed what we're looking for and what to expect in the interview process on the job posting, but I'll highlight a few tips:
- I care a lot about the application questions - an imperfect resume with thoughtful responses will go further than the perfect resume who skips those questions. 
- Builders and "figure it out" people do really well at Zapier in general, and certainly on our recruiting team. Our recruiting team has built our enterprise sales team from the ground up in the last year, we've built AI workflows that other companies have adopted, we test out new systems all the time - if you enjoy that kind of thing, you'll be a great fit. 
- The values on Zapier's website show up in how we operate more than any other place I've worked - if you lean towards transparency, authenticity, and are comfortable giving feedback in all directions, then you'll do well here. 
- Candidates who are leveraging AI in their work thoughtfully (which includes knowing where to use AI and where not to) will have an advantage as AI fluency is an expectation at Zapier. 

If this seems like a good fit for you, I hope you'll apply! I'll drop the app below. :)

Recruiting Leader @ Zapier | Former Educator | Advocate for job seekers, demystifying recruiting, and making the workplace more equitable for everyone!!

Someone on LinkedIn told me they couldn't take me seriously because I was a teacher more than a decade ago after I requested some data to back up their claims (something that happens far too little on social media). 

That's not an unusual sentiment from those working in just about any other field outside of education - I heard it when I told people I was joining Teach For America out of college.

The reality is our society doesn't respect or value teachers. They place much of the blame for the state of education in this country on teachers rather than where it belongs (poverty, income inequality, etc). It's been normalized so it doesn't surprise me that someone would jump to "you're just a teacher" to attack someone's credibility. 

And I don't personally take offense at the "attack" - I'm proud of my time in the classroom and in education. It's still on my resume, I talk about it in every interview even though it's not altogether relevant. But I think it signals something about my character, values, and skills:

As a teacher:
- At 22, I taught kids to read 
- At 23, I wrote my first grant to build a community garden
- At 24, I raised over $70k to take my kids from TX to Disney World
- At 25, I became a grade level chair
- At 26, I ran an entire summer school as part of Teach For America's training institute

There's no world in which I could have learned and grown that much sitting in an office for 4 years. 

I clearly have a lot of confidence (why else would I regularly subject you all to my thoughts?) and my time in the classroom taught me that people lash out when they are feeling bad about themselves so I don't take this "critique" personally. 

But I wonder how someone currently teaching might feel seeing their profession used as a critique of someone's achievement, skill, or worthiness?

People are leaving the classroom in droves in large part because of the challenge of the work coupled with the lack of value society places on that work resulting in low pay and a lack of support. 

But I'll leave you with this: in a talent strategy conversation a few months back, our CEO said, "I love hiring people with teaching backgrounds, you all know how to find creative solutions, you work hard, you appreciate what we're building here. We need more people like that here." 

I work in a workplace that values my background as an educator, and I have lots of colleagues who share that background. 

And while there are those people out there who see educating our children as an inferior career path, there are plenty of people who recognize and value what educators do and know that the future of our country depends upon teachers.  

If you made it this far, I hope you will:
- support and advocate for the teachers around you
- fill your companies with the kinds of people who value and respect educators instead of those who look down on them
- hire more people with education backgrounds

In full transparency, I:
- do not answer calls from numbers I don't know
- will not give our personal information on a call with a person whose identity I have not verified (on the rare occasions I accidentally answer)
- do not engage with job opportunities where I don't have basic details like title and compensation 

I share this because I see a lot of recruiters out there criticizing applicants for not answering their calls or engaging with their outreach. And personally, I don't think this is a realistic expectation in 2026 when we're inundated with spam, and when scams are rampant. 

My suggestion to my fellow recruiting professionals:
1. Always emails from a professional domain. 
2. Let people know when they can expect to hear from you, or better yet, schedule a call at this convenience.
3. Provide information about the opportunity you're contacting them about, or be open to providing that info before requesting someone spend their time on a call with you. 

And if you're on the market or hearing from recruiters, please know that the above are both reasonable and protective measures you can take in this market where sadly anyone can be a target.

The bar for AI fluency has risen significantly in the last year and as someone who is theoretically going to be hiring for her team in the next few weeks 👀 , AI fluency will be top of mind. 

A year ago, "I've been using ChatGPT to plan my next vacation" or "Claude helps me speed up emails to customers" met the bar. 

Today, that's table stakes, and companies are looking for things like: 

"I built a workflow where an agent identifies inbound emails that could be potential customers, adds them to my CRM, enriches the profile and routes them to the right AE based on company size and location."

"I automated our weekly reporting by connecting ChatGPT to our CRM and data warehouse, cutting a 3-hour manual process down to 5 minutes."

“I created a custom prompt library and evaluation framework so our team gets consistent, on-brand outputs instead of generic AI responses.”

“I fine-tuned an internal GPT to answer questions using our SOPs, product docs, and past tickets — and tracked deflection rates to measure impact.”

“I built a hiring intake assistant that turns messy stakeholder notes into structured job requirements and scorecards.”

If you've done this kind of stuff, be ready to talk about it in interviews. If you haven't, then pick one of those ideas or come up with one of your own and start building!

P.S. I'd be lying if I said I can do this on my own; I use Zapier's copilot heavily to drive the process and then make a few tweaks from there so if this is overwhelming, start there. :) 
P.P.S. I'm going to drop some of the resources we're shared around AI fluency and AI in the hiring process in case you're considering applying at Zapier!

I keep seeing suggestions that people use AI to create resumes that match the job posting, lie about their experiences, etc. so they can "beat the ATS". 

And while I often try to educate on how ATSs work, today, I'm going to just embrace that and say, "OK sure, the ATS only moves forward people who perfectly match the job description." 

Even if that were true (which it's not, but if it was), eventually, you will have to talk to a recruiter or a hiring manager, and at that point, your lack of relevant experience, or your misrepresentation of your experience will come out and be disqualifying...and likely will disqualify you from future employment at that company as well because most companies aren't going to give a second chance to people who submit fraudulent applications.  

So it simply makes no sense to try to game the system. 🤷‍♀️

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The Battle

Ashleigh Bergh Duggan ✨

Bonnie Dilber

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taplio

The Battle

Ashleigh Bergh Duggan ✨

Bonnie Dilber

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);}Bonnie Dilber's LinkedIn Performance

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