• Coach, motivate, and empower a team of 4 CSMs and 1 CSM Lead to meet and exceed monthly and quarterly targets by providing ongoing support, tools, and performance feedback• Responsible for departmental retention of 100-120 logos, maximizing renewals and ARR retention, achieving 93% GRR in first quarter as team manager• Design and implement comprehensive hybrid engagement flow, including onboarding course creation, partnership with Customer Marketing and Sales team for communication, and training of Customer Success team on transition from high-touch to hybrid engagement model, resulting in a significant increase in team productivity and strategic engagement• Design and implement digital onboarding course, resulting in increased TTV and 50% reduction in manual onboarding time for CSMs• Build and stand up Customer Community in less than 60 days, including content calendar, resource library, and events, with membership at 15% of Customer logo base within two weeks of launch• Led effort to create and launch Knowledge Base, supporting hybrid engagement model and ability for Customers to self-serve• Partner with Content and Marketing teams to align on optimal Customer Marketing sequences• Using data, review, analyze, and iterate on internal processes to improve efficiencies, allowing the Customer Success team to do their best work daily• Empower team members in regular 1:1s with a focus on personal and professional development while managing business needs• Work cross functionally to identify and implement initiatives to help improve communication, customer results, and scale the business

• Maintain and grow a $700K ARR book of business with 20-25 clients• Onboard new customers and conduct discovery to identify goals, align expectations, drive implementation and integration, and deliver seamless user experience with initial onboarding NPS scores of 9+• Build strong relationships with client stakeholders through proactive and regular 1:1 communication, strategy sessions, thought leadership, and quarterly business reviews• Lead and own all efforts to build customer marketing and education program via content creation and facilitation of webinars, collaborative office hours, customer community, and email nurturing for multiple customer segments• Monitor and analyze engagement, performance, and success metrics to identify trends and areas for improvement, reporting to clients• Carry out ongoing in-depth discovery to understand specific goals of each customer, continually tailoring services to meet those needs, resulting in increased retention and renewals• Deliver continuous training, product support, and strategic guidance, ensuring both new and existing clients maximize the value of Schola products and solutions• Own full-cycle account operations, contract renewals, revenue, and cross-functional team communication• Spearheaded and project managed the creation of internal Customer Success resource center, documenting all existing and new team processes to streamline CS operations and efficient onboarding• Co-led stand-up of customer-facing help center, including writing and editing articles, designing user experience, and ongoing updates

-Maintain and grow a $4.8M ARR book of business with key accounts in Fortune 1000 enterprise tech and healthcare, including Tableau/Salesforce, Cisco, SAP Concur, Intel, and Providence Health & Services-Exceeded 2022 revenue goals by 34%-Manage a portfolio of 25+ projects from Statement of Work through Project Closure-Consistently exceed quarterly sales goals by 20% through consultative, strategic approach and effective negotiation-Manage one direct report Client Success Associate, supporting their growth and development on the path to CSM-Establish and maintain trusted relationships with clients and consultants via planned and ad hoc communication, including quarterly business reviews and escalation management, maintaining 90%+ NPS/CSAT score-Continuously monitor and identify upsell and cross-sell -opportunities, resulting in 15% account growth-Own account operations, contract renewals, revenue, project margin, and cross-functional team communication.-Propose and secure SOW budget values within margin thresholds by negotiating between client and consultant, pulling levers of scope and timeline.-Research and map account organizations to drive pathways of net new revenue and upsell opportunities within accounts.-Conduct Quarterly Business Reviews with leadership on account strategy as well as planning and revenue projections.

-Led a global team of 5 direct reports and served as enterprise-wide SME on internal process and product-Conducted consultations with 20+ SMB customers per week to help design, launch, and scale their communities, working with 50-100 customers at a time on an ongoing basis-Supported customer onboarding and migrations from other platforms, including external payment providers, based on goals identified in discovery-Provided ongoing product support and strategy for new and existing clients to outline engagement goals and ensure objectives were met, resulting in increased retention and renewals-Delivered seamless user experience, maintaining 90%+ customer satisfaction score-Advocated for feature improvements internally based on real-time customer feedback, influencing product roadmap-Created, socialized, project managed, and implemented a new data-driven call process to provide success at scale-Facilitated 1-1 and 1-many customer education, including in a public-facing community of 53K members and live course-Developed and presented data insights and recommendations to leadership-Drove data-driven decisions through data acquisition and analysis to map operational trends-Developed, socialized, and implemented new call process and scripts, and managed schedules for all team members to ensure coverage across global time zones-Improved operational efficiency through cross-functional communication and prompt bug reporting to developers-Ensured timely client communication and resolution of queries via Zendesk and Intercom.-Increased team engagement and boosted morale by facilitating a series of workshops and starting a wellness Slack channel leveraging past industry experience-Investigated, devised, developed, and deployed a survey process for collecting NPS scores within existing integrations; facilitated the introduction of best practices and applications for live calls utilizing that data

-Established and grew an online coaching business from 0 clients to 100+ high-touch clients with 90%+ retention rate.-Developed and maintained 85%+ sales conversion rates by generating a history of SEO via creating long-form blog content including weekly emails for 8+ years-Developed content strategy, content calendar, email content, social copy, and graphics for social media account with 5000+ followers and an email list of 500+ subscribers with average weekly open rates of 40-50%.-Created original fitness and personal development programs with multiple delivery components: in-person, online, 1-1 individual coaching, and 1:many group coaching.-Engaged in 12+ speaking events per year, delivering speeches to audiences of up to 300 audience members for National Strength & Conditioning Association Personal Trainers Conference, American College of Sports Medicine Annual Health & Fitness Summit.-Contributed to Women's Health, Runner's World, Self, US News, World Report, and other national/global publications with renowned journalists, leveraging expertise in topics such as women's strength training and endurance running.-Served as personal coach to 100+ clients taking them through a self-discovery process to enable transformations resulting in increased self-confidence, self-compassion, alignment, and more positive body image.-Conducted business development and new client acquisition through referrals, word-of-mouth, social media, email and in-person networking events.-Designed and implemented all back end business process and operations including marketing operations, accounting, and rhythm of business.

I'm the one who puts the personal in personal trainer. My philosophy is one of whole-person wellness: movement and mindset coaching for women using a comprehensive approach to overall health, well-being, and success – on their terms.

Happy's Running Club is a social running/drinking club that meets each week for a casual 5k and a beer or two. Any runner is welcome, from beginners to serious racers, dogs and strollers included. We meet at a neighborhood bar on Tuesdays at 6pm.I sold this business to another passionate running enthusiast upon relocating to another state.

Gained a distinctive class audience following in just a few months, leading to the opportunity to teach a new specialized, limited-run endurance-focused class.

Learned an entirely new trade on the job, growing from one client to accommodate a full-time schedule of clients in less than a year.

In addition to my recruiting responsibilities, I worked directly with the sales team to identify top accounts, target skill sets, key market segments, and to assess client staffing requirements; assisted as needed with client company relationships. As a result, was promoted to Account Recruiting Manager after only two months of employment, responsible for two large national accounts in the local market.

I was responsible for all marketing and leasing activities for over 400 units in 2 local neighborhoods, and served as the point of contact for all inbound inquiries throughout entire leasing process, from introduction to move-in and early tenancy. I successfully leased 34 apartments in only 3 months, considered to be slow season for leasing.

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