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 ✨

RevSure AI

Solutions Engineer

Metadata

► Successfully supported customer post-sales working across marketing, marketing ops, and sales departments
► Grew PLG motion by 10x with guided demos and development of content training libraries

Solutions Architect

► Overhauled the onboarding program, slashing customer go-live dates from 90 days to 30 days by identifying gaps within technical implementation, automating processes, and implementing targeted improvements 
► Managed onboarding for~15-30 customers quarterly, ensuring seamless integration and satisfaction
► Consistently recognized as a top performer quarter over quarter, demonstrating excellence in onboarding enterprise customers across various departments

Customer Onboarding Consultant

Drift

► Collaborate with account managers to identify upsell opportunities, increase user adoption, and reduce time to value
► Attained 106% of individual goals and consistently over-delivered on QBRs. Top performer evidenced by consistent membership in “101 Club”
► Optimized Drift’s post-sales customer lifecycle by creating and implementing best practices for revenue acceleration
► Provide strategic and proactive guidance for customer success through building out playbooks, tech stack implementation, and user training
► Maintained excellent customer standards with an overall CSAT of 98% across thousands of customer interactions
► Spearheaded Drift’s community website and continuously contributed to it via the creation of knowledge articles
► Led employee onboarding sessions to train new hires on value proposition, product functionality, and issue troubleshooting
► Chosen for Drift’s founding People Leadership cohort designed to give people the resources and tools to effectively be a manager and lead teams.
► Featured on the American Dream Podcast talking about my Latinx heritage
► Written more than 300 pieces of help documentation based on facilitating customer use cases

Customer Advocate

BeniComp

As a Digital Operations and Marketing professional at BeniComp, I provide the team with the marketing and operational support they need to provide innovative health insurance products to prospective clients.

Digital Operations & Marketing

Lumina Analytics

Led the development of the marketing department and communications initiatives. My scope encompassed masterminding our social media marketing strategy, analyzing metrics for our marketing campaigns in order to optimize, improving brand management to maximize appeal to our target audience, and creating print and online customer-facing marketing collateral. Additionally, I managed our relationship with the external marketing agency regarding website redesign, inbound lead optimization, and technical elements of the marketing strategy. This role involved heavy cross-functional team collaboration, working with sales, marketing, communications, and operations departments. I previously held the title of Intern. 

► Created inbound leads and qualified leads which represented 40% of the sales pipeline for a startup tech company, by collecting and analyzing quantitative and qualitative data to shape marketing, branding, and messaging.
► Partnered with the sales team to increase sales pipeline by 40% within 60 days through social media, Salesforce and HubSpot.
► Built content for every stage of marketing and sales cycle to position core SaaS product for launch. Conducted research to gauge market viability, competitive environment, and target customer needs and pain points.
►Formulated 2 financial models to identify total addressable market for SaaS product in 2 verticals. Each model captured current and future expenditures and projected market share gains year-over-year. Results influenced vertical prioritization, pricing strategy, and product development.
► Created foundation of business development and marketing plan, by researching market trends in the financial, higher education, K-12 education, and utilities industries, gaining insights impacting value proposition, product positioning, and segmentation strategy.

Marketing Analyst » Market Research Project Management | Social Media Marketing Strategy

University of Tampa

As a graduate assistant in the MBA program, I supported faculty and staff by collecting data, analyzing surveys, and generating detailed reports regarding the first-year student baccalaureate experience. I contributed to this culture of high-performing professionals, and facilitated team building and leadership.
► Captured record 20% attendance increase at 1st-year Financial Literacy Speaker Series, by executing strategic promotions.
► Instrumentally contributed to administering student mentor program, by identifying vacancies in the student mentor system, conducting interviews, and monitoring program progress.

Graduate Assistant, Baccalaureate Office » Data Analysis | Marketing Strategy

The PMD Foundation

Led the development of the foundation’s strategic initiatives, liaising between stakeholders to facilitate project flow. I also served as ambassador, guiding marketing strategy and fundraising initiatives to build awareness.
► Contributed monthly column to the newsletter which saw 10% increase in readership through strategic promotion.

Executive Secretary and Board of Directors Member

Francisco Oller, Motivational Speaker

Built a full speaking schedule, delivering presentations on diversity and inclusion, performance management, leadership mindset, and successful teams, for audiences ranging from 50-400+ attendees. I encouraged the audiences to seize their individual talents to become their personal best.

► Increased attendance 20% year over year, conducting 7 speeches annually to widespread acclaim, fostering strong brand identity, and building a reputation as a sought-after speaker. 
► Cultivated loyal audience and performed repeat engagements including Providence College, University of Rhode Island, Resident Assistant Leadership Conference, Junior Leadership Conference, Rotary Club of San Juan, Puerto Rico, Academic Services Tutor Orientation, and Commonwealth High School.
► Captured coveted featured speaker position on National Public Radio, Telemundo, and WPRI 12 Eyewitness News.

Founder

Puerto Rico Importing and Stevedoring

In this summer role, I was responsible for regulating client accounts and compiling statistical data to produce in-depth reports for the analytics and sales teams. Other tasks I completed in this role include: maintaining our customer database to streamline sales operations and expedite turnaround times, assisting the sales team with business development efforts (marketing and communications), and identifying more effective strategies for targeting potential customers.

Customer Service/Billing Summer Intern

Providence College

Perform all duties of the President in the latter’s absence;
Succeed the Presidency if it is vacant;
Act as President of the Freshman class until the Freshman elections are held;
Serve as the Chairperson of the Committee on Campus Relations;
Serve as a representative member of the Board of Programmers and the Board of Multicultural Student Affairs.

Executive Vice President of the Student Congress

Present Providence College to prospective students and families by sharing experiences and impressions of the Providence College community through tours and information sessions.

Admissions Ambassador

Collaborate with the administration to better the experience of students by providing and making program suggestions.
Meet weekly with an administrator in student affairs (Student Multicultural Activities) to better the relationship between students and administrators.
Worked as an usher for Midnight Madness 2013.

Student Congress Committee

Helping B2B marketers drive more revenue without manual work | Facilitating Experiences That Accelerate Revenue

I've seen the struggles of marketing teams—manual tasks and fragmented data making it hard to build a clear pipeline and revenue narrative. That’s what drives my passion at RevSure.

At RevSure, we're revolutionizing how B2B marketing teams achieve their pipeline and ROI goals. Our enterprise-grade AI solution, designed for complex GTM motions, empowers marketers to hit ROI targets, accelerate pipeline growth, and make confident, data-driven decisions.

What We Do:
- Pipeline Acceleration: Predict and improve pipeline health with actionable insights.
- ROI Maximization: Identify top campaigns to boost ROI and speed up your pipeline.
- Predictive Analytics: Track, attribute, and refine strategies with precision.

🚀 Ready to elevate your attribution game? Let’s connect and explore how RevSure can help you reach your goals.

taplio

The Battle

Ashleigh Bergh Duggan ✨

⚡️⚡️⚡️⚡️Francisco Oller Garcia, MBA

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