Alexandra Ruiz-Thomas Email & Phone Number

With 5+ years of experience in Customer Relationship Management, Project and Program Design, and Mentorship, I am energized about partnering with value-driven organizations to scale growth and elevate their customer-facing programs with innovative technologies. In the past three years as a Customer Success Strategist in eDiscovery, I've helped a diverse range of legal professionals—from solo lawyers to large enterprise-level firms—integrate new tech like AI and LLM tools, making adoption seamless and impactful.My approach to client success focuses on developing deep, trusted relationships with stakeholders, built on mutual understanding, to help them meaningfully maximize their technology investments for their personal and professional development. At Everlaw, I was a top performer on our 30+ CS team in 2023, achieving 191% NRR, 100% renewals, 93% engagement, and a 70 NPS across a 40-account portfolio ($261k MRR).As a team member and leader, I value open communication, shared ownership, democratic decision-making, and honest feedback. I thrive in startup settings, helping to scale our CS team from Series B to D, and leading hiring, onboarding, and a coaching program for 10+ teammates to drive customer growth. I've also collaborated on key cross-functional initiatives with leaders like the CCO, CRO, and VP of Sales and Customer Success to redesign the customer journey, implement essential CS tools, and rebuild critical customer segmentation strategies.Other Key Strengths:AI Enthusiast: Drove the adoption of AI tools across 40+ customer accounts, focusing on technology-assisted review and other LLM tools to optimize outcomes.Transforming Skepticism into Buy-In: Skilled at easing skeptical stakeholders into new tech with empathetic onboardings and flexible, tailored implementations.Scalable Solutions: Led initiatives to adopt key tools like Confluence, Outreach, Catalyst, and Gainsight, creating scalable processes for the CS team.Diversity & Mentorship: Co-founder of a global employee resource group, fostering belonging for 15+ employees. I strongly believe diversity sparks innovation and shapes my collaborative style.

• 

  University Of California, Berkeley

  Philosophy And Developmental Psychology