Sarah Caples Email and Phone Number
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Throughout my career, I've been known as a diligent and customer-centric professional with demonstrated success in providing delightful experiences with a focus on customer success, happiness, and retention.I have an impeccable track record of driving product adoption, leading positive customer experience, defining/deploying new processes, and delivering complex solutions.I have proven expertise in facilitating customers in the adoption and utilization of new products and applications.I have a demonstrated history of managing multiple parallel projects, while leading and mentoring multifaceted teams to achieve desired results.I'm adept at cultivating and nurturing robust relationships with clients, stakeholders, vendors, interdepartmental teams, and senior leadership to realize strategic business goals.Employers recognize me for my excellent critical thinking, interpersonal relationships, problem solving, pressure handling, multitasking, leadership, and organizational skills.The personal and professional values I will contribute include determination, teamwork, commitment, communication, respect, and trust.Connect with me today to find out how I’ll make your mission my mission, to help bring ALL of your business objectives into focus!
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Customer Success ManagerGreen SecurityCalifornia, United States
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Sr. Customer Success Manager - TechnicalPanoply By Sqream Apr 2023 - Sep 2024San 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 Hubspot.• 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).• Resolved technical issues by troubleshooting SQL functions, API calls, and database logs, providing tailored solutions and ensuring customer satisfaction.• Partnered with product management to advocate for customer-driven feature development, aligning product roadmap with client needs and increasing product value.• Managed and triaged customer support requests via Intercom and Atlassian, contributing to knowledge base improvements and user education materials.Key Achievements:• Managed a portfolio of 136 SMB and 19 mid-market accounts, generating $1.47M in annual revenue.• Reduced customer churn by 48.7% through proactive engagement, relationship building, and tailoredtechnical support.• Identified and implemented efficiency initiatives, leading to cost savings of over $80,000.• Negotiated and upsold contracts, increasing revenue from existing accounts and contributing to long-term customer growth. -
Sr. Customer Success Manager - TechnicalScalero Sep 2022 - Feb 2023San 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.• Continuously developed technical skills (SQL, HTML) and stayed updated on email marketing best practices to maintain industry expertise.Key Achievements:• Increased client welcome series performance by an average of 20%, resulting in higher customer engagement across the portfolio.• Developed scalable processes and workflows for 45+ mid-market and enterprise companies, enablingefficient team growth.• Drove a minimum of $75K in revenue per promotional email by executing high-impact marketing campaigns for a leading beauty and wellness platform.• Managed and led 3 cross-functional team pods (4-5 members each), ensuring timely completion of tasks, goal achievement, and SLA compliance. -
Member Operations Director - Customer SuccessQuartz Network Aug 2021 - Apr 2022Manhattan 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.• Optimized workflows, policies, and procedures to streamline operations and increase productivity and quality outcomes.• Led and mentored teams, setting SOPs, providing training, sharing product knowledge, and conducting performance audits.• Managed high-level customer tickets, serving as an escalation point for critical issues and ensuring prompt resolution to maintain customer satisfaction.Key Achievements:• Spearheaded the development and deployment of a custom CRM for 25,000+ users via Quickbase, greatly improving user management and support.• Integrated key third-party platforms (Hubspot, Salesforce, Intercom, Zendesk, Zoom) into the CRM, enhancing system functionality and cross-departmental collaboration.• Enabled Customer Success teams to increase client outreach by 40% through process automation and efficiency improvements.• Supervised two Customer Success teams (24 employees), driving team performance to achieve high engagement and retention rates. -
Lead Technical Support AnalystPaymentcloud Jan 2020 - Aug 2021Encino, 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.• Developed and implemented workflows and SOPs with tools like Front, Zoho, and Google Suite to enhance productivity and streamline support operations.• Monitored team performance using KPIs, SLAs, and OKRs, continuously identifying improvements for elevated service delivery.• Collaborated with cross-functional teams to ensure alignment across product, sales, and support, delivering cohesive customer experiences.• Conducted financial analysis of client businesses to identify risks, prevent losses, and address operational issues, ensuring compliance and financial health.• Ensured adherence to bank guidelines and internal policies to mitigate risk and maintain regulatory compliance.Key Achievements:• Increased escalated ticket resolution by 75% through collaborative problem-solving and vendor management.• Managed a portfolio of over 10,000 SMB clients, ensuring consistent, high-quality service and satisfaction.• Developed technical solution guides and training materials from the ground up, enhancing onboarding and technical expertise across teams. -
Customer Success ManagerPaymentcloud Jan 2020 - Jun 2020Encino, Ca , Us
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Production ManagerElite Remodeling Group, Inc. Sep 2018 - Jan 2020
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Junior ParalegalCaples Law And Mediation May 2013 - Jul 2018
Sarah Caples Skills
Sarah Caples Education Details
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California State University Channel IslandsGeneral -
Diablo Valley CollegeAccounting And Finance
Frequently Asked Questions about Sarah Caples
What company does Sarah Caples work for?
Sarah Caples works for Green Security
What is Sarah Caples's role at the current company?
Sarah Caples's current role is Customer Success Manager.
What is Sarah Caples's email address?
Sarah Caples's email address is sc****@****ark.com
What is Sarah Caples's direct phone number?
Sarah Caples's direct phone number is (510) 924*****
What schools did Sarah Caples attend?
Sarah Caples attended California State University Channel Islands, Diablo Valley College.
What are some of Sarah Caples's interests?
Sarah Caples has interest in Children, Economic Empowerment, Environment, Poverty Alleviation, Science And Technology, Animal Welfare.
What skills is Sarah Caples known for?
Sarah Caples has skills like Creative Problem Solving, Hard Worker, Efficiency, Multi Tasking, Cash Handling, Customer Service.
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