Celeste Ruberti Email & Phone Number

Los Angeles, Ca

Launched the New Markets Customer Success team; created streamlined workflows and processes to onboard and support new accounts, drove expansion and renewal efforts. • Prevented churn by becoming a trusted partner to over 70 Enterprise accounts through regular strategy calls and check-ins, including account expansion and renewals• Created and refined Sales-CSM handoff processes for accelerating time to value, contributing to a 50% increase in customer engagement and early success metrics• Collaborated with Product, Engineering, and Marketing to align customer success initiatives with broader business objectives, enhancing overall service delivery and customer experience• Provided white-glove support to Enterprise customers during their ramp period and ensured maximum ROI during pilot periods• Facilitated training webinars to educate and engage enterprise customers on SparkPlug

Los Angeles Metropolitan Area

Here's what's missing in your customer experience journey: HEART.We're so focused on the metrics and KPIs that we've forgotten or haven't fully noticed who our customers are. If we're really listening and paying attention, they're letting us know what they want, the experience they want to have, and how we can solve their problems with SaaS products.I’m Celeste, your ultimate SaaS consultant for transforming customer experience, support, and success into a powerhouse for your startup or SMB. I’m here to help you make onboarding a breeze, tackle churn head-on, and get your customers hooked from day one.With a knack for crafting strategies that hit the sweet spot between your business goals and customer needs, I turn complex challenges into seamless solutions. My approach focuses on fine-tuning processes, boosting engagement, and making sure your customers not only stick around but rave about your brand.Think of me as your secret weapon for driving growth and elevating your customer experience game. Ready to kick your customer success into high gear? Let’s get to work and make some magic happen!

Boston, Massachusetts, United States

Enabled the customer lifecycle journey, including cross-sell and upsell sales strategies for Toast POS restaurant management products. Collaborated cross-functionally within a 4,000-headcount company to increase activation rates and prevent churn. Able to prioritize and multitask efficiently; planned and executed upon multiple projects simultaneously.・ Collaborated cross-functionally with Customer Success, Onboarding, Product and Marketing with agile methodologies・ Created educational experiences resulting in increased adoption and attach rates, downsell prevention and churn reduction・ Improved time to go-live through creation of a QR code-led, step-by-step mobile onboarding journey・ Analyzed qualitative and quantitative data leading to the creation of 8 product playbooks・ Acted as voice of the customer to surface onboarding knowledge gaps・ Presented data-driven readouts to executive leadership on business value and ROI from implementation of educational campaigns

Remote

Built strong relationships with enterprise, B2B, and C-level executives in a fast-paced startup environment. Facilitated white-glove onboarding experiences, trainings, and webinars. Created new email sequences, improving customer communications.• Ensured retention by mitigating risk through proactive engagement, maintaining a 92% engagement rate. • Top Q1 performer; exceeded engagement KPIs by 10% through data-driven outreach improvements. • Developed a best practices playbook to source new enterprise leads; sourced 25% of team’s target in Q2.• Supported pivot to self-serve channel by rapidly building an Airtable CRM workflow with Zapier to increase scalability.

Remote

Top advisor for Squarespace website B2B customers with complex implementations and API integrations for Scheduling platform. Assessed customer needs to provide solutions with speed and accuracy.• Won the Q2 Spotlight Award for continuously high CSAT scores and fast problem-solving response times.• Led and mentored new teammates on internal tools, HIPAA, SOC 2, GDPR, privacy, security, compliance, and billing.• Owned escalated support requests to resolution; tracked feedback against product roadmap, filed and updated issues.• Created, produced, and hosted a bi-weekly webinar series for B2B leads and new customers. • Analyzed technical support tickets in preparation for Zendesk Live Chat launch; collaborated with internal stakeholders to build out macros and train team on chat best practices.

San Francisco, California, United States

Developed strategy for direct-to-consumer (DTC), e-commerce personal care brand. Pioneered the creation and formulation of plant-based hair products through strong problem-solving skills, grit and determination.• Project managed scope of launch including product development, content marketing, packaging, manufacturing, and distribution.• Presented in-salon haircare product education leading to 30% increase in retail sales.• Hosted, edited, and published 50+ video social media tutorials to increase brand engagement and sales.

Certificate, British Film

Cosmetology

Bachelor'S Degree, Television And Film

Digital Marketing Nanodegree, Marketing