Lauren Denault Email & Phone Number

Oakland, Ca, Us

Oakland, Ca, Us

Austin, Texas, Us

As VP of CS at Luxury Presence, I oversaw all of our post-sale teams, including Website Development/Implementation, Customer Support, Account Management, Retention, and our in-house Agency team of SEO Specialists, Content Writers, Social Media Creators, and Paid Advertising Managers. Upon arrival, I was responsible for creating clear structure between teams, rapidly hiring, and building out a management and Director level across a CS org that grew to over 150 individuals within the year. I partnered with HR in creating compensation models for each group, building career paths, and setting clear KPI's for success. During my tenure, our Client Success org saw 94% CSAT for the initial website build, and 95% CSAT across over 2000 interactions with our teams post-launch per month.

San Francisco, California, Us

As an early member of the team, I built and was responsible for the Technical Integration, Customer Support, Customer Success, Learning & Development, and Business Applications/Operations teams. I developed all roles and responsibilities, and was accountable for all metrics and KPI's for the post-sale customer teams. During my time at Skupos we grew from an early concept to over 15,000 clients. I oversaw both our Retail (SMB) and CPG (Enterprise) customer segments that ranged from small independently owned businesses to some of the largest CPG companies in the world. As part of my work in building the CPG (Enterprise) side of the business, I helped to bring in our largest client, and negotiated our first partner reseller program.

San Francisco, California, Us

Responsible for retention, health, and product adoption across 25,000 small business accounts through one-to-many interactions with a CSM as well as automated marketing based on usage and health metrics. Created a team that surged to 65 employees to increase billable retention by 6% and Net Promoter by 22 points. Developed a new Customer Onboarding program responsible for a 5% lift in trial retention. Fully implemented Gainsight for an SMB customer base, allowing for further efficiency on our Customer Success team, and the ability for our Customer Support team to become partially proactive with clients.

San Francisco, California, Us

Took over management of existing Billing team with 2 team leads responsible for all refunds and credits to customer base of over 25,000 small businesses. Analyzed processes and created comprehensive plan for improving billing experience within product as well as internal processes. Within first month implemented invoices in product resulting in an 80% decrease in billing inquiry cases.

San Francisco, California, Us

Asked to improve communication and hand-off between Sales and Support. Staffed a team to handle issues while process was being designed. Developed and implemented Salesforce workflow processes for internal case submissions. Created an escalation path for Sales leaders and strategic partners to ensure timely response to high priority issues, and automated the process to live within Support moving forward.

San Francisco, California, Us

Led team of small business consultants. Responsible for running bi-weekly webinar training for over 25,000 customers. Directed and produced Demandforce Whiteboard video series to educate customers on product and industry best practices at scale. Analyzed product, and attended monthly engineering/product meetings to improve ease of use.

San Francisco, California, Us

Provided paid consulting to small business customers around online marketing and social media strategies. Designed and delivered one-to-many webinars to reach customers at scale. Led training for all other customer facing departments on marketing strategy to help improve demo and support experiences.

Recruited to join the team and control all Marketing efforts including website design and maintenance, social media, and advertising. Completed full overhaul of store layout to maximize revenue based on buyer psychology and behavior. Responsible for monitoring trends in inventory to drive product buying decisions.

Executive Women'S Leadership Program

Bachelor’S Degree

International Marketing, Spanish