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 ✨

Agillitics

• Implement the change from Jira project management platform to Clickup.  Facilitate seamless adoption and operational integration.
• Establish the initial support and success department to improve customer service operations.
• Maintained SLAs for 24/7 support including well below the 30 minute first reply time for P1 issues. 
• Define and execute program requirements from inception to completion.
• Manage customer systems, processes, and policies to ensure consistent and efficient operations.
• Collaborate with cross-functional stakeholders to maintain effective communication and project alignment.
• Monitored and reported on key platform expenses, such as Snowflake, providing regular financial insights to leadership.
• Optimized client request queues to boost response efficiency and service throughput.
• Produced detailed monthly reports analyzing SaaS expenditures and highlighting significant trends.
• Concluded tenure following company-wide downsizing, impacting numerous positions.

Client Success Manager

Next Reason

• Drove a remarkable 75% team expansion to address organizational requirements and achieve optimal operational capabilities effectively.

• Streamlined operations and enhanced productivity - such as decreasing a weekly report time by 98%

• Collaboratively facilitated the transition to Milestone Based Billing with a Fortune 500 Client, resulting in a 200% quarterly revenue and enhanced financial predictability for both parties.

• Focused on Self-Serviceability and Scalability. 

• Decreased the time to Onboard Applications with process improvements & Self-Service Ability Options.

• Worked across team lines and became the Business Owner for Next Reason Adopt. 

• Naturally dug deeper when a customer presented a problem — working to understand the deeper root and underlying causes. Then focusing on ways to prevent the same question or issue from arriving in the future – with things including user education, product advances, and more.

• Translated broader business objectives into clear and achievable project milestones.

• Fostered and grew relationships across Product and Engineering functions for complex technical issue prioritization and resolution, knowledge building, incident engagement, new feature readiness, and product feedback.

• Oversaw Application Onboarding Pipeline, managed team capacity, monitored the Application Onboarding Process Quality and facilitated regular service reviews.

• Laid off due to company-wide financial restructuring affecting multiple employees; performance was not a factor.

Onboarding Manager

Hanso Home

• Enhanced customer satisfaction, doubling CSAT scores in a 9-month period through the introduction of effective customer success strategies.
• Successfully reduced refund rates to below 10% within a month, exceeding the target timeframe by over two months.
• Directed the transition to a new CRM system, ensuring seamless integration and provided comprehensive performance reports to executive leadership.
• Engagement ended upon contract fulfillment.

Head of Customer Experience

Springboard Benefits

• Lead internal initiatives to drive adoption/performance of new processes/strategies in order to reduce reply time and improve efficiency. 
• Advanced Customer Support programs, including omnichannel support, KPI reporting, knowledge base, etc. Improving Customer Experience, allowing them to self-serve, and gathering the data related to the improvements.
• Understood the customers, their use cases, jobs required in deployment, common pain points, and how business messaging/ user education can address customer needs. In order to improve the in-app experience, educate users, and create campaigns to best support them.
• Identified areas of potential improvement and led process change -both in processes and in-app. 
• Represented the customer in cross-departmental meetings to ensure the customer is considered in business decisions. 
• Coordinated across teams to confirm and successfully achieve communications for customer satisfaction and retention. 
• Developed relationships across the entire Customer Experience organization, the Sales, Customer Success, Product, and Engineering departments to advocate for the best customer experience possible.  
• Supported and shielded the Dev Team, digging into issues and researching the source in the backend. Freeing the dev team from investigating, keeping them aligned on the current sprint while working on a resolution for the client.
• Performed audits on data. Ensuring all data was accurate before being communicated with the client or carrier partner.
• Assisted with the internal / backend system changes with a new vendor.
• Participated and documented progress with our EDI File Feed conversion project. Ensuring we could generate files with accuracy.
• Worked closely with engineering to prioritize tasks and plan improvements to the platform. 


Skills:
• Working across team lines
• Leadership
• Project planning
• Non-coding platform build-outs
• Documentation
• Client and Account Success
• B2B SaaS

Director of Client Support | Project Management 

Pigeonhole Software

Overview:
• Coordinated across teams to confirm and successfully achieve communications for customer satisfaction and retention.
• Partnered closely with Product and Engineering teams to help shape our product direction on behalf of customers.
• Created and maintained the Knowledge Base.
• 1:1 Support for School Admins for demos, implementations, and follow-up questions.
• Oversaw the analysis, reporting and delivery of key program performance metrics of program to leadership, and cross functional stakeholders.
• Acted as a trusted advisor in addressing our customer's needs.
• Worked to track issues & project management with Azure and Trello.

Skills:
• Documentation build out and updates
• Customer Support and success
• Soft Sales with Demos for interested schools
• Implementation and project management
• Updating the CRM
• Outreach to potential clients
• Customer Feedback - bubbling up the feedback and being the voice of the customer 


Tools:
• Azure 
• Calendly
• Groove
• Close
• Loom

Customer Success Expert

First Class Flyer

Overview:
• Acted as the Voice of the Customer.
• Partnered closely with Product and Engineering teams to help shape our product direction on behalf of customers.
•Analyzed and synthesized data from multiple sources to understand customer support case drivers and the underlying causes.
•Utilized Full Story to proactively find pain points or areas of confusion for our clients.
• Anticipated and addressed customer pain points prior to feature launches.
• Identified areas of potential improvement and leading process change -both in processes and in-app.
• Represented the customer in cross-departmental meetings to ensure the customer is considered in business decisions.
• Achieved a high CSAT score averaging over 90%, while maintaining the 4-hour SLA during business hours.
• Modified the Dunning Campaign which decreased the time required by 75%.
• Created new training videos for new CS hires.
• Updated and created internal & external Help Desk articles – including internal SOPs, external FAQs, and more.
• Supported members via Zendesk. Averaging 107 tickets a week, with a 2.2 business hour median for first response.
• Created the process to gather reviews and implemented it on top of other daily responsibilities. Exceeded the goal of 100 reviews in the first month.
• Managed projects including but not limited to new features, new processes, and building marketing email funnels.
• Investigated technical issues and reported to the engineering team.
• Reported to C-suite metrics including but not limited to: KPIs, weekly ticket overview, project updates, CSAT, success stories, and more.
• Handled the full lifecycle of customers. Including onboarding, adoption, instructional training, renewals, upsells, churn, retention, and account management.



Skills:
• Project Management
• Working closely with Devs on Sprints

 



Tools:
• Asana
• WordPress and WordPress Admin
• Pingdom
• MailChimp
• ChargeDesk
• Recurrly 
• Stripe
• Zendesk
• RingCentral
• Active Campaign
• FullStory

Customer Support Manager

Genius Education (Formerly DDC)

Overview:
• SaaS Academic Account Manager for EdTech Company
• Documented existing and new features for schools and parents
• Worked closely with the product team to help improve the user experience -- including mobile UX
• Personalized platforms for individual schools, using SQL in the backend
• Project management and implementing Clients onto the software
• QA'ing new software builds before release
• Internal and external training





Skills:
• Documentation
• B2B SaaS
• B2C Saas
• Customizing SaaS
• Implementing Clients
• Project Management
• QA
• UX feedback - making things mobile friendly




Tools:
• Contentful
• Zendesk 
• Jira
• SQL Server 
• Figma
• Loom
• Zoom

Customer Support, Account Manager, & Documentation 

ClassDojo

Overview:
•	Established an average of 20+ tickets per hour when working in the inbox. Maintained a high CSAT score. Replied to questions in the Mentor's Facebook Group within an hour.
•	Triaged and resolved email requests from students, parents, teachers, Mentors, and School Leaders. Averaged over 500 tickets per week.
•	Assisted training new team members and assisted other team members with complex problems both internally and externally. 
•	Monitored and helped manage social media groups: Groups I supported included students, parents, 45,000+ teachers, 15,000+ Mentors, and 2,000+ school leaders. 
 


Skills:
• Learned SQL to work closer with the Dev team - digging into bugs to help speed resolution time
• Alerting relevant team members when there was site instability or the site was down
• Alerted the team about ticket themes so we could work to address the root cause
• Monitored Social Media to route user issues to the help desk
• Worked with the iOS and Android Beta groups
• Apple and Android customer reviews- replying from the company side




Tools:
• Zendesk
• Asana
• Trello
• Atlatissan
• Sendgrid

Tier 2 Customer Support

The Flex Company

Overview:
•	Maintained a high CSAT score of over 90% both on email and chat support.
•  Answered incoming calls, chats, and email tickets in Zendesk.
• Answered questions about the product, updating or canceling subscriptions.
• Followed FDA protocols related to inquiries.




Skills:
• Assisted with the transition from Intercom to Zendesk
• Empathy
• Tech skills
• Subscription Management
• Refunds 


Tools:
• Intercom
• Zendesk - Talk, Chat, Support
• Social Media - Facebook and Youtube 
• Stripe

Customer Support Specialist

 Natural Earth Laboratory

Overview:
• Handled the Amazon Seller Central messages - including but not limited to questions, refunds, returns, and more
• Worked on the international Amazon Platforms including .CA, .UK, and .Com
• Replied to Reviews left on the product pages
• Managed the social media platforms for the company

Skills:
• Refunds, Messages, and more on Amazon Seller Central
• Social Media Management

Tools:
• Amazon Seller Central
• Remote Desktop
• Facebook and Twitter

Social Media Manager & Amazon Customer Support

Holistic Customer Experience | Customer Success | Support | Self Service Ability & Scalability | Onboarding | SaaS & eCommerce | 🌟 People Connector | 🤓 Technical People Person | ♥️ Empathetic Manager | ENFJ

"Compelling relationship builder - who is an empathetic relator and committed multiculturalist. Collaborator and connector - who is committed to sparking team synergy. "

Instead of stuffy resume words - let's talk about who I am and what I love:

I'm Danielle. A geeky technical people person 🦄

🤓 I love to dig into the technical side of things - like when I learned SQL when I was working at ClassDojo. Since then, I have used SQL to customize SaaS platforms for customers, dig into errors customers were running into, and more! 

🗣 This people person is comfortable with talking to all levels inside & outside the company. I love connecting with customers, client stakeholders, C-suite internally, and more.

💥 One of my superpowers would be how I like to meet people where they are at. I can take complex ideas/processes and break them down in a way that is accessible to everyone. (Maybe this comes from the fact I went to college to be a teacher?)

💫 I have focused on the customer experience side throughout my 12+ years working remotely. This includes Customer Success, Support, Onboarding, and more. I like to proactively work to improve the customer experience and collaborate cross functionally.

🤝 Working at startups has allowed me to flex and learn so much! I love a good challenge & rise to the occasion. Focusing specifically at SaaS or eCommerce startups has been so much fun -- and I am looking to continue in this realm!

💻 I am a big advocate for #growthmindset! I love to learn & am always searching for something new to learn. Specifically, I love digging into other tech things. I have experience with a host of things like Databases, QA or Beta Groups, Data Management, Solutions Deployment, APIs, Datadog, Amazon Web Services (AWS), Intuit Mailchimp, WordPress, and more. ( 😂 I started my website as a fun project when Covid hit!)

🗯 I default to action & like to proactively improve the customer experience. I love using tools like FullStory to see what users are running into & identify areas we can improve. Collaborating with the Product Team is also one of my favorite things to do! Plus, getting ahead of any new features before they ship - so, working closely with engineering to test and document the in's & out's before the release.

🚨 Work smarter - not, harder. I am always on the lookout for a way to improve processes! I get such a thrill out of streamlining and making those types of improvements. 🕛 Remind me to tell you more about the time I took a 7+ hour weekly report down to a 15-minute process.

taplio

The Battle

Ashleigh Bergh Duggan ✨

Danielle Ansley

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