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Customer Success Leader with over 10 years of experience and a proven track record in establishing successful Customer Success departments at two companies. An expert at driving growth, enhancing customer satisfaction, and fostering lasting client relationships through innovative strategies and collaborative teamwork.
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Founding Customer Success ManagerSybill Apr 2024 - PresentMountain View, California, UsSybill, your AI call partner, is designed to humanize video conferencing, allowing you to focus on achieving your professional goals. Sybill analyzes your conversations, takes notes, autofills your CRM, and generates precise call summaries alongside follow-up emails. Sybill saves you time so you can focus on building stronger relationships.Check out our wall of love: https://www.sybill.ai/wall-of-love -
Director Of Customer SuccessNivati Jun 2022 - Apr 2024South Jordan, Ut, UsThe future of employee wellness is accessible, equitable, comprehensive, and focused on improving the whole employee.- Achieved an average of 105% in NRR performance across 85 client accounts, consistently surpassing targets- Championed a successful customer feedback loop, driving significant UX improvements and process enhancements leading to a 910% year-over-year growth in workshop usage- Created and spearheaded various innovative programs, including Customer Advisory Board, NPS, and Online Review Campaigns, driving customer engagement and loyalty- Introduced effective account-based health metrics, leading to a 1% churn reduction and 10% contribution to company ARR upsells- Innovated a managerial training product, capturing immediate adoption from 9% of the customer base and creating a new revenue stream- Led a substantial 136% year-over-year increase in monthly active users by implementing effective client communication strategies and utilization gamification -
Director Of Customer SuccessLoxo Aug 2018 - Jun 2022Austin, Texas, Us- Contributed to the early growth phase of the company as the 6th employee- Oversaw the success of the top 15% of client partners through personalized consulting and clearcommunication strategies- Drove a 24x increase in Loxo's customer base by continuously refining customer service operations- Implemented ChurnZero software to analyze customer behavior, automate communications, andreduce churn risk which resulted in a 10% reduction annual churn -
Customer Success ManagerLoxo Jun 2017 - Aug 2018Austin, Texas, Us- Oversaw clients across the sales, onboarding, and renewal phases, resulting in a 15% increase in client satisfaction- Introduced and managed a Quarterly Business Reviews framework, leading to a 20% increase in client retention- Provided hands-on custom product training to optimize client workflows and productivity- Championed customer communications for new product releases, leading to a 15% growth in customerengagement
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Account ManagerReadytalk Apr 2015 - Jun 2017Denver, Co, Us- Managed and grew $3M revenue stream, driving referrals and new business expansions- Served as a key liaison between customer advocacy and product teams, influencing the enhancementof ReadyTalk’s new webinar platform, Illuminate- Chosen for the competitive ReadyTalk Leadership Program to develop skills and readiness for seniorleadership opportunities -
Associate Account ManagerReadytalk Jun 2014 - Apr 2015Denver, Co, Us- Exceeded sales quota by 155% YTD by effectively managing and supporting a portfolio of over 1000 active accounts- Implemented a strategic initiative to transfer lowest revenue accounts to Customer Care Team, ensuring seamless transition with comprehensive training materials and support- Served as the go-to technical expert on the product for the Account Management Team, enabling efficient client support and problem-solving
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Customer Support RepresentativeReadytalk May 2013 - Jun 2014Denver, Co, Us- Provided Tier 1 service via phone, chat, and email to ReadyTalk’s customers and users
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Account Management InternReadytalk Jun 2011 - Aug 2012Denver, Co, Us- Intern during the summers of 2011 & 2011- Managed, supported, and serviced account-related needs for the account management team and their customers. - Responsibilities included outreaches to “at-risk” clients, sending mass email surveys and managing the follow-up engagement, and identifying potential upsell opportunities through online research. - Consistently given an increased level of responsibility.
Sarah Hachtel (Mccaslin) Skills
Sarah Hachtel (Mccaslin) Education Details
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Colorado State UniversityMinor In Business Administration
Frequently Asked Questions about Sarah Hachtel (Mccaslin)
What company does Sarah Hachtel (Mccaslin) work for?
Sarah Hachtel (Mccaslin) works for Sybill
What is Sarah Hachtel (Mccaslin)'s role at the current company?
Sarah Hachtel (Mccaslin)'s current role is Customer Success @ Sybill.
What is Sarah Hachtel (Mccaslin)'s email address?
Sarah Hachtel (Mccaslin)'s email address is sa****@****alk.com
What is Sarah Hachtel (Mccaslin)'s direct phone number?
Sarah Hachtel (Mccaslin)'s direct phone number is +130320*****
What schools did Sarah Hachtel (Mccaslin) attend?
Sarah Hachtel (Mccaslin) attended Colorado State University.
What skills is Sarah Hachtel (Mccaslin) known for?
Sarah Hachtel (Mccaslin) has skills like Account Management, Customer Service, Salesforce.com, Customer Satisfaction, Social Networking, Problem Solving, Professional Communication, Team Leadership, Customer Retention, Technical Support, Task Management, Product Support.
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