Sarah Caples Email & Phone Number

California, United States

San Francisco, CA, US

• Spearheaded customer onboarding, facilitating seamless handoffs between sales and customer success teams, resulting in increased customer satisfaction. Utilized CRM tools such as Intercom, Outreach, Salesforce, and.
• Developed and implemented a Customer Health Dashboard using custom SQL queries within Trevor.io and native platforms, reducing churn risks and identifying upsell opportunities.
• Led strategic business reviews for key accounts, strengthening customer retention and advocacy through a consultative approach.
• Created and delivered customer education programs, enhancing platform adoption and understanding of industry best practices, contributing to higher usage rates.
• Built deep expertise in Panoply’s platform, including Google BigQuery and AWS Redshift, becoming a go-to resource for technical inquiries and strategic consulting.
• Negotiated contracts and successfully upsold subscription services, increasing overall account value and customer lifetime value (CLV).

San Francisco, CA, US

• Led end-to-end strategy development and execution of marketing initiatives for a diverse portfolio of clients, managing workflows and communication through Notion and Slack.
• Mastered the use of customer data platforms (CDPs) such as Braze, Customer.io, Iterable, and Klaviyo to optimize personalized marketing efforts and enhance customer engagement.
• Fluent in SQL, utilizing SimonData to create complex queries for database analysis and marketing insights.
• Designed and implemented data-driven lifecycle marketing strategies, driving growth, engagement, and retention for clients across multiple industries.
• Collaborated cross-functionally with Product, Development, Design, and Customer Solutions teams to deliver cohesive marketing campaigns aligned with client goals.
• Generated weekly, monthly, and quarterly reports using data visualization tools (Mode, Tableau) to measure campaign performance, identify trends, and showcase key results to stakeholders.

Manhattan Beach, CA, US

• Queried databases (PostgreSQL, AWS, Amazon Redshift) using advanced SQL and REST APIs to generate insights that support business operations and customer success.
• Developed scalable processes to achieve KPIs and SLAs, significantly enhancing team engagement and operational efficiency.
• Created detailed, actionable reports for senior leaders to guide strategic decisions and align departmental goals with business objectives.
• Utilized data visualization tools (Tableau, Metabase) to analyze performance and platform metrics, driving continuous improvement initiatives.
• Collaborated with cross-functional stakeholders to establish workflows, documentation, and playbooks, ensuring consistent processes across departments.
• Partnered with marketing and sales on customer outreach strategies, resulting in more effective campaigns and improved satisfaction.

Encino, CA, US

• Delivered expert-level technical support by diagnosing and resolving complex issues, boosting customer satisfaction through timely solutions.
• Served as the escalation point for advanced technical cases and onboarding, ensuring quick resolution of critical client issues.
• Acquired deep knowledge of payment gateways (Authorize.Net, NMi) and e-commerce platforms (Shopify, BigCommerce, WooCommerce) for effective troubleshooting and client guidance.
• Built and led a high-performing technical support team, overseeing recruitment, training, and coaching to uphold service excellence.
• Partnered with sales and marketing to drive renewals, uncover expansion opportunities, and reduce churn, securing long-term customer success.
• Established a comprehensive knowledge base, empowering stakeholders with self-service resources and improving operational efficiency.

Encino, CA, US

Bachelor Of Science - Bs, Business Administration And Management, General

Associate Of Science - As, Accounting And Finance