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 ✨

Senior Copywriter at Teal | Champion of ADHD professionals

A list of skills won't tell you how someone actually works. So here's a little something that will:

I'm a Content Director who gets to clarity fast—by asking smart questions, cutting what's not working, and making sure brands say what they actually mean.

I started as a freelance writer juggling clients, formats, and industries—figuring it out as I went. That scrappy energy stuck. So did the habit of building from scratch, tightening loose threads, and shipping work that does its job. All of that? It led to my love of startups.

These days, I work across teams to:

– Translate the mess – turning scattered inputs into messaging that actually makes sense. I've built ICP frameworks and editorial guides that help teams stay aligned and stop spinning.

– Protect the voice – writing and editing across 150+ pieces of content, making sure everything published sounds like one brand—not five teams.

– Drive results – pairing creative content with performance data. My writing regularly converts around 5%, not because it's loud, but because it's clear.

I believe good content starts with empathy and research, gets better with feedback, and ends with a clear next step. And I believe just as strongly in relentless testing and ruthless prioritization.

Also: I've got a v. spicy brain, three kids, too many tabs open (in every sense), and a habit of using AI as a thought partner (and the occasional therapist) when my brain is juggling more than it should. 

If you're into smart content systems, startup vibes, AI, or just want to talk about why the first line of copy matters so much (and why, yes, it probably needs to be rewritten or cut… again)—let's connect!

Kayte Yerga Grady

Remote work has a way of moving into places it doesn't belong. Nights. Weekends. That "just checking this one thing." (Feel attacked yet?)

This week, I'm sharing 5 realistic goals for 2026, but for professionals with ADHD who still want to do great work without fighting themselves all day.

💫 Goal #3: Take Slack off your phone. 💫

(Did you cringe and shake your head? Then this is for you for sure.) 

The Slack app has a sneaky way of eroding any semblance of boundaries between work and home. It turns your bed into an office and after hours into low-key lurking and emoji reactions.

Here's the problem: When work can reach you anywhere, it teaches you to be on everywhere.

When I left my last role, I deleted Slack from my phone. I assumed I'd cave and reinstall it within a week because I'm historically work-obsessed. (I'm def. the cringer I mentioned above.)

I didn't.

It hasn't been easy (habits are hard, y'all), but the difference is real. Ironically, it makes me better at my actual job because I truly reset.

TL;DR: Boundaries aren't a lack of commitment. You can still be work-obsessed. They're just how they make your work sustainable.

Tomorrow: Goal #4.

P.S. If keeping Slack off your phone during the week is unrealistic, try a SlackDeleteLite™️ à la Trish Seidel Startsman 🧩: remove it for the weekend. You can always reinstall it Monday morning.

Content Director @ BlueConic | ADHD realist. AI content gen convert. Outcome-obsessed.

Ever look at your step count at 5 PM and feel personally attacked? Because, same. 

This week, I’m sharing 5 realistic goals for 2026, but for professionals with ADHD who still want to do great work without fighting themselves all day.

💫 Goal #2: Move. Touch grass. Whatever. 💫

You know the drill: You get so deeply focused, and then it’s 5:00, and your watch is like, “Congrats on your 370 steps today.” Um, cool, thanks?

This isn’t about fitness or your rings, though. It's about mindset. Walking away from your work creates mental space for things like...

🪐 Clarity
🪐 Silence (Or insanely loud music that obliterates thoughts. Whatever.)
🪐 Your nervous system to stand down
🪐 Better ideas
🪐 Finishing a thought

It creates literal space between you and what you're doing, so you can be better at it. This can actually be where the best ideas show up (Like this one!) because you stopped forcing it.

Seriously. A few times a day, step away. (And use the timer from Goal #1 if it’s hard.)

Tomorrow: Goal #3

This is your mid-month/Q4/Q1 (oops) reminder to document your work wins. Yes, today. Yes, it’s annoying. Yes, even if you’re “definitely going to remember this later.” (You won’t.)

Take 10 minutes and put all you can remember into a master resume / brag doc (Teal is great for this!) with everything you did last quarter and everything you’ve done so far in this one:

🚢 projects you shipped
📈 any metrics up and to the right
🤔 problems you solved
🫟 things that were messy but worked
🕵🏻‍♀️ work you did that no one noticed (but mattered)

Future you will be so grateful when it’s time for performance reviews, combating imposter syndrome, promotion convos,  job searches, or literally just reminding yourself you’re actually good at your job.

Tip: Set a recurring calendar reminder if you’re feeling real on top of it.

Anyway. That’s the post. Go be mildly responsible for 10 minutes.

I make friends at work. And here's why I think that’s a boundary worth breaking at any level of leadership.⤵

You spend a *huge* portion of your life with your collegues. Pretending connection doesn’t matter actually limits you and what can be accomplished with a solid, close-knit team. Work is far more than tasks and meetings; it almost always ends up being life showing up mid-sprint.

For a long time, I believed the opposite. “Be friendly, not friends.” “Keep it professional.” It sounded mature, crisp, and clear. But honestly, it just didn’t reflect reality or my personality.

And when you’re doing real, cross-functional work, you’re not just shipping things. You’re building trust under pressure. That requires actual relationships.

Work friends become the people you stay connected to long after titles change. 
They're the people who remember context. The people who make collaboration easier because they actually know you. They're the brunch on a Sunday when someone is in town, the 10-minute voice note catchups, and the emojis you shared over Slack that still hit just right years later.

No, work friends shouldn’t be your only friends. No, they don’t need every intimite detail of your life. But they should know enough to work with you well. And you should give them enough of yourself to make that a reality.

If productivity/resolution advice has ever made you feel super broken, it wasn’t written for your brain. Mine included.

This week, I’m sharing 5 realistic goals for 2026, but for professionals with ADHD who want to do great work without fighting themselves all day.

💫  Goal #1: Use a prodromal timer. 💫

This sounds small. It isn’t. I promise. Focus improves dramatically when it’s constrained by time and task. (Heeeeyy, dopamine!)

A task with no time limit easily turns into 15 side quests and at least one hyperfocus spiral. You know... "Let me just checking something in GA4 real quick."

A timer changes that relationship entirely. That added constraint gives your brain a container and a deadline, which is exactly where we thrive.

You don’t have to finish the work. You just have to show up until the timer ends and do the one thing.

Tomorrow: Goal #2.

If your brain feels tired before the work even starts, it’s probably not just the work. It’s the hundreds of daily decisions. 

This week, I’ve been sharing 5 realistic goals for 2026, but built for professionals with ADHD who want to do great work without fighting themselves all day.

💫 Goal #5: Take decisions off your plate. 💫

Hundreds of tiny decisions stack up every day. Anything from what to work on next to what to eat for dinner. So instead of trying to “make better decisions,” the goal is to make less of them. 

Get smarter. Outsource. Protect your energy.

A few ways to do that:
📝 Decide once, then document it. 
If you keep revisiting the same choices, write the decision down instead of paying a tax on ones that never fully loop to close.

🍽️ Trade tasks instead of stacking them.
If your plate is full and something new comes your way, something else has to come off, or it will spill over. This is literally how a plate works. Eventually, shit falls off. This forces prioritization before major overwhelm kicks in.

❌ Remove optional decisions.
Standardize what you can. Clothes. Lunch. Meeting formats. Not everything deserves fresh thought every day.

→ Push things to the right owner.
If you’re deciding things other people should own, that’s load-bearing, not good leadership. Outsource to the correct person (or your fave AI tool). This is a hard muscle to build. (It's also an unlock as a leader.)

🔮 Use AI to decide the low-risk stuff for you:
– task order for the day
– what can wait
– which emails actually need a response (and a first-draft reply)
– dinners for the week
– what to wear when you don’t have the bandwidth to decide

And that’s a wrap on my first series. How’d I do? (And be honest, I can handle it. Probably. Kind of.)

Have you let professional development slip because work is busy? So much same. 😬 So... what are we going to do about it?!

This week, I'm sharing 5 realistic goals for 2026, but for professionals with ADHD who still want to do great work without fighting themselves all day.

💫 Goal #4: Take charge of your con ed/PD in snippets 💫 

Here’s the reality: (Repeat after me.) Your company is not responsible for your professional growth.

This one has really slipped for me over the past few months. And kind of because I assumed the work I’m doing would cover it. But when you outsource development entirely to your job or company, you end up learning in a vacuum.

Career growth comes from other perspectives, operators, patterns you probably don’t see in your own org., and even from industries entirely.

Here are 6 ways to take charge in easy-to-digest snippets (rather than opting for a course or 163-chapter novel):
📧 Newsletters from people actually doing the work (esp. as AI moves so, so fast)
🎙️Podcasts at 1.5x speed
🔽 Saving good LinkedIn posts and revisiting for inspo instead of just “liking” them
👯 Group chats/communities with folks you can learn from (and contribute to!)
📢 Following people on LinkedIn who actually have something real to say
🏗️ Get your hands dirty and build something new

Do you have a favorite way to manage your development? Would love to hear some other ideas! 

Tomorrow: Goal #5.

I don’t really trust content strategies that only work under perfect conditions. Here are the three things I’ve learned (the hard way) to focus on. ⤵

🧱 First: Real foundational work.

Not like “we know our ICP,” but a deep understanding of how they talk, what they care about, and how they actually search, skim, compare, and decide. (Listen to those sales calls, babes.)

This also shows up as clear positioning, a real POV, and intentional site structure like internal linking and content designed to work together.
It’s super unsexy work, sometimes even boring, but it’s also the reason anything is sticky.

❓Second: Don’t bet everything on a single point of discovery/channel.

If you went all in on SEO, you already know. If you’re going all in on AEO right now… same warning.

Platforms change the rules, and they give zero cares about your optimization tactics when they do.

Depth and breadth matter (but in the places your ICP actually spends time). Pick the channels you know matter and show up there consistently and deeply.

⧓ Third: they don’t assume a linear buyer journey.

People aren’t linear beings or decision-makers; this means buyers aren’t linear either (so profound, I know). They show up mid-thought, skip steps, come back with ifs, ands, and buts. They ask friends, ask AI, they leave it in the cart for 10 days because they’re not sure (hi, it’s me).

Resilient content covers those gaps across (yes, across) the funnel, not just a happy path.

And because we don't learn in a vacuum, that leaves me here: What parts of a content system get your focus?

taplio

The Battle

Ashleigh Bergh Duggan ✨

Kayte Yerga Grady

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taplio

The Battle

Ashleigh Bergh Duggan ✨

Kayte Yerga Grady

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);}Kayte Yerga Grady's LinkedIn Performance

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