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!

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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

If I were looking for a job in 2026, I'd:
- build an agent on Zapier that understands my skills, values, and goals and delivers 10 newly posted roles that are a good match to my inbox every day.
- use Anthropic Claude to review those job descriptions and pull additional company insights to help me shape my application, networking strategy, and interview prep.
- use Lovable to build a portfolio website that shows (not tells, but SHOWS) my achievements, results, testimonials from former colleagues, or even individualized landing pages to make my case for why I'm the right fit for a specific role. 
- use Gamma to build executive-friendly slides for presentation stages.
- use Cursor to prototype a tool that shows my approach to solving problems. 

And there are two reasons I'd do this:

1. I think it would make my job search easier and more efficient then scrolling through 20 job boards every day trying to figure out what to apply for.

2. It would show actual AI fluency - something a lot of companies (at least in tech!) want - in a far more meaningful way than things like: 
- an AI-generated resume 
- copy-pasting AI-generated copy into an application
- reading from an AI assistant in interviews
- saying, "I use chatGPT for everything" in interviews with no meaningful evidence of impact

The bar for AI fluency for non-technical folks like me is evolving.
In 2023, it was, "I have a ChatGPT account."
In 2024, it was, "I use an AI assistant to think through problems. 
In 2025, it was, "I'm using a variety of AI tools in my work." 
And in 2026, it's, "I'm using AI to build solutions that help me deliver stronger results by making me better, faster, and more strategic."

Recruiting Leader @ Zapier | Former Educator | I’m a fan of transparency in recruiting, leveraging AI to make work more efficient and human, and workplaces that work for everyone.

Just some quick reminders that in the US:

1. Employers shouldn't be asking you for your current salary. 

It's illegal in some states. And  even where it's not illegal, it's wrong.
Your previous earnings are irrelevant to your future earnings, and companies should be setting your compensation based on their salary ranges and compensation philosophy, not on what you've earned in the past.

If asked, you could respond with something like, "My current salary isn't relevant, I'm currently interviewing for roles in the $200-230k range, but ultimately I'll consider the total package when making my decision here." 

2. Employers shouldn't ask you to do an unpaid work trial. 

A small project in the interview process or even a few hours of co-working as part of the interview process is fine.

But being asked to do a week long unpaid work trial violates FLSA protections. 
If this is asked of you, you could note, "I'm happy to demonstrate my skills through the interview process, but a week-long unpaid trial isn't something I'm able to commit to. I'd love to find another way to show you what I can do." or even, "Extended unpaid work trials aren't compliant with FLSA protections. I'd be glad to do a paid trial or a shorter skills assessment instead."

3. Required onboarding and training should be compensated.

The FLSA also clearly notes that any sort of training that's mandated for your job should be compensated. 

Of course, this doesn't apply to things that you seek out and choose to attend for your own development. Your employer does not need to pay you if you attend a conference that they did not ask you to attend.  but anything at their request or encouragement should be compensated.

If you're asked to do onboarding before your start date, you could say, "I'm happy to work on this, should we adjust my start date accordingly?" or "I won't have the capacity to work on this until my official start date, but look forward to prioritizing it on day one." 

I genuinely believe that most employers want to do right by their employees  and if they are making these sorts of requests, it probably has more to do with not understanding the policies than it does intentionally causing harm. 

Often these sorts of things happen as a result of an eager but uninformed manager or recruiter vs a company policy to take advantage of workers. So I think you should feel perfectly confident speaking up when there's misalignment - most people will appreciate the redirection.

It doesn't matter if the real reason companies are laying off thousands of people at a time is because AI is increasing productivity or because they over hired or because their shareholders need a short-term win even if it means a long-term loss or because they're about to be acquired or because they simply aren't making enough money to pay everyone.

What matters is that thousands more people find themselves unemployed today.

Here's some advice I will share:
1. Take a beat to be angry and scared and bitter and relieved and whatever other emotions you're feeling.
You have no obligation to write a post thanking your former employer today (or ever), and it's also perfectly great if you want to do so because you had a great run and your last day doesn't erase that, or because you want to play the game as you navigate an unexpected job search.
There is no right or wrong way to respond to traumatic experiences.

2. Don't let the negativity on social media get you down.
There are a small number of loud voices that get disproportionate attention with narratives of doom and gloom.
Often, their poor outcomes are often a result applying for jobs they simply aren't competitive for, submitting high numbers of low quality applications, unrealistic expectations for remote work, etc. 
People who apply for jobs they are extremely well-qualified for, leverage their networks effectively, and manage their expectations around things like location and industry are for the most part doing OK out there. 
I promise - lots of great companies are still hiring great talent every day - Zapier is one of them!!

3. Use this time to upskill with AI.
Y'all the bar is rising rapidly and an advantage those who are currently unemployed have the opportunity to invest in building these skills rapidly. 
Challenge yourself to build real solutions - things you could use you in your role, or that accelerate your job search. 
And share these online. I promise, if you're applying to AI-forward companies, this will be a huge competitive advantage. 

4. Build something on the side.
I firmly believe everyone should have a side business in 2026. 
Job searches often take 6+ months these days, so this gives you a source of income, expands your network, and gives you a way to keep your skills current. 
We're increasingly seeing that employers are no longer loyal to their workforce, and you can be cut loose at any time so we need things to fall back on. 
Those who talk about the future of work are increasingly talking about how workplaces will consist of fewer full-time employees with a rotating group of experts that bring in niche skills as needed. That means more of us need to build the skill of jumping in and quickly adding value, and contract work does that. 
And sometimes, those side businesses or short-term contracts can pave the way to a long-term opportunity. 

Hopefully this helps someone out there, and I'll drop some resources in comments!

There are a wide range of people who can do a job, but often we default to the "usual suspects" - people who enter a field and have a natural upward trajectory. 

Last year, we had a conversation with our sales leadership team around broadening our candidate pool beyond "the usual suspects" - those who had grown up in tech sales. One profile that came up was consultants with strong technical backgrounds. 

The issue is that this is a really hard profile to attract since many of these folks aren't necessarily looking for sales roles. 

So we made a post about this profile as one that could be a great match for sales. And within a few minutes Adrian Obleton saw my post and applied (using my referral link which you'll find in comments cause no gatekeeping over here!)

What stood out: Adrian has several years of consulting experience with exposure to GTM across many companies, he's a founder himself which suggested he'd be comfortable with our current stage where we're still in building mode, and he even studied computer science in undergrad which gave us confidence he could talk the talk with technical buyers. It was clear from our first conversation he could easily build the selling skills as he had everything else we'd want in a strong seller.

Adrian is currently doing a series of blog posts on his transition from consulting into sales (gonna drop that below too!) 

One thing Adrian talks about in his post is how consulting trains you to diagnose problems before jumping to solutions which translates well to discovery in sales, and they typically have strong business acumen since they're navigating complex organizations. But check out his post for more of the transferable skills between consulting and sales!

Couple of takeaways I hope y'all will have from this post:
1. If you're currently hiring, think about other experiences that may have built the skills you need on your team to help you expand your profile. 
2. If you're open to those unique profiles, just put it out in the world with a post like I did - you may just get the perfect applicant!
3. And most importantly, if you're someone who sees some of yourself in Adrian's journey, then check it out and apply for an AE role at Zapier!

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The Battle

Ashleigh Bergh Duggan ✨

Bonnie Dilber

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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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Performance ScoreBonnie Dilber's LinkedIn Performance