Successfully built and scaled the Customer Success function from the ground up in early stages of a startup. Developed customer success plans and playbooks and closely monitored customer health metrics. Advocated for customers and clients, representing their feedback in product development and on the engineering roadmap. Managed and led Customer Success and Support teams, tracking key performance indicators and OKRs.

Develop and drive customer success/project coordination team to deliver growth, conversion, and retention rates. Coach and train a team of Customer Success Managers to maximize performance and productivity. Help scale from $5M ARR to $50M ARR by analyzing team capacity, updating staffing models, and identifying needs for process efficiencies. Create and implement Standard Operating Procedures across multiple departments. Collaborate with software development team to improve both internal and external user experience.

Independently managed an average of $2 million in annual revenue across 10 service territories. Served as the single point of contact for customers, vendor partners, and internal teams to ensure timely and high-quality service delivery for repairs and renovations. Actively managed a pipeline of ongoing repair and renovation jobs, while understanding the needs of each client, including effective escalation management and timely completion of work orders. Provided exceptional customer service, responsiveness, new solution recommendations, and project management oversight.

Developed a comprehensive marketing strategy to attract new business, support market trends, and ensure company-wide growth. Conducted prospect interviews and sales presentations, lead follow ups and tracking, and market research.

Managed a client portfolio averaging 150 properties, conducted property evaluations, coordinated home repairs, and processed security deposits. Communicated effectively with homeowner clients, tenants, and real estate agents to ensure timely tenant turnover, maximum rent return, and overall customer satisfaction.

Managed social media accounts, marketing outlets, and event planning for three multifamily communities. Identified market trends based on demographics and economic factors. Created cross-marketing opportunities with local businesses for advertising through consistent contact and exposure. Generated leads and traffic in anticipation for the slower seasons to maintain occupancy numbers.

Performed administrative duties regarding prospective residents, preparing apartments for move in, processing applications, scheduling vendors, collecting rent payments, lease renewals, and weekly reports. Consistently published to all social media and marketing outlets, and planned regular community events.

Operated studio cameras for live newscasts. Assisted directors, producers, and production team with writing, editing, and distributing scripts. Cross-trained with web staff, producers, photographers, editors, and the production team.