Manage team of 7-10 Customer Success (CS) resources supporting behavior therapy clinicians and educators serving the autism and IDD (intellectual or developmental disabilities) community. Implement new systems, processes, and procedures to improve customer engagement, boost retention, and expand growth. Track performance data, implementing in-house training and collaborating with cross-functional leaders to optimize customer outcomes. Take charge of special projects in conjunction with VP of Customer Operations.Achievements: - Interviewed, hired, and coached staff, setting specific, measurable, achievable, realistic, and timely (SMART) goals; prepared bi-annual reviews to discuss performance and professional development.- Created comprehensive standard operating procedures (revising team production goals and adding tiered CSM levels to motivate staff and encourage laddered growth, yielding improvements in employee retention.- Launched comprehensive NPS program impacting 28 CS resources, directing company-wide staff to create action plans. - Assembled CSM task force, gathering feedback for new hire onboarding; eliminated need for four software tools, partnering with Education department to include updated training content within Learning Management System.

Managed customers' success as a top-performing individual contributor supporting nearly $2M in ARR. Collaborated with sales, implementation, and support staff. Generated onboarding and offboarding resources, audit template, and software release documentation, hosting webinars and after-hour sessions. Maintained communication with therapy practices and educators via regularly scheduled remote meetings and emails. Served as SME for clinical components of end-to-end product offering Informed clients of updates and new features driving product adoption and retention.Achievements: - Interviewed for promotion earning advancement opportunity to become Manager, Customer Success; selected based on history of consistent top performance & solid interpersonal skills. - Tracked activities inside of Salesforce monitoring key metrics related to implementation status, open support cases, and last contact; promptly entered data allowing colleagues to follow up on actionable items.- Strived to continuously deepen knowledge of product offerings, taking initiative as a self-motivated CSM to obtain certifications, participate in training opportunities, and connect with senior subject matter experts.

Supported the company president to manage the influx of foreign and US-based visitors seeking to enjoy a unique recreational experience. Identified ways to enhance the customer experience, creating email templates and playbooks to streamline the reservation process. Generated new marketing materials to rebrand accommodations and boost word-of-mouth referrals. Improved turnaround time for greater property availability via methods such as developing a checklist that expedited routine unit cleaning, ordering new linens, and outsourcing laundry.