Valerie Thompson Email & Phone Number

New York, United States

San Francisco, California, Us

Observing an opportunity to improve the customer experience, I took the lead in driving Dropbox’s end-to-end customer journey framework. I created a long term strategy, collaborated with stakeholders across the business, and developed scalable processes and tools. Key accomplishments include:- Leading journey mapping learning sessions across product, sales, and marketing leadership teams to achieve 100% company-wide alignment- Partnering with data teams to develop journey analytics that uncovered key drivers of business and customer success- Executing strategic programs, including a chatbot experiment that improved retention by 7.4% and conversion rates by 1.8%

San Francisco, California, Us

As a senior program manager, I focused on scaling sales and customer success data-driven best practices to drive adoption, retention, and growth. I proactively developed risk and mitigation plans, ensuring seamless execution and keeping leadership informed. By driving alignment, optimizing processes, and enabling teams, I delivered impactful results including:- Designing and and launching training programs and playbooks that helped the customer success team achieve a 92% win rate for accounts completing program actions- Leading the global sales rollout of a pricing and packaging update, collaborating across revenue operations, GTM enablement, and product marketing to drive a smooth transition for larger, sales-managed customers

San Francisco, California, Us

As interim lead, I led the Americas East customer success team through a transition to a new organizational structure, fostering adaptability and alignment along the way. During that time, I also championed a global initiative to clarify roles between sales and customer success, boosting role clarity satisfaction by 12% in just six months.

San Francisco, California, Us

As a strategic customer success manager, I managed onboarding, training, and product adoption for education customers with over 100K licenses – some of the largest customers in the business. By leading business reviews, creating tailored content, and identifying strategic add-on opportunities, I drove a 23% ACV growth in one year. I also spearheaded a global education product roadmap project, aligning product features to education use cases, to increase adoption in the education vertical by 18% in six months.

Brooklyn, New York, Us

As a senior customer success manager, I led the team responsible for the company’s most strategic accounts while managing my own book of business. By designing and implementing a success playbook, I drove a 113% team revenue retention rate. I also worked closely with sales and marketing to develop a scalable customer training strategy, ensuring consistent value delivery and long-term success.

Brooklyn, New York, Us

Flocabulary is a learning tool that uses hip-hop music to engage students and increase achievement across the curriculum. As a customer success manager, I worked with K-12 school and district administrators, guiding them through onboarding, engagement, and renewal to ensure their success. As a customer advocate, I partnered with the product team to surface feedback and enhance accessibility for English Language Learners and students with disabilities.

New York, New York, Us

As an educational consultant, I worked closely with NYC public school leaders on K-5 literacy, to develop individualized goals supporting student success. I also coached teachers to deepen their understanding of Common Core Standards and improve their instructional practices.

New York, New York, Us

As part of the school’s leadership team, I focused on expanding and enhancing special education programming to support students. I coached special education teachers, coordinators, and interventionists. I also developed systems to ensure co-teaching best practices and to effectively identify and support students with special needs.

Brooklyn, New York, Us

As a school leader and student advocate, I led a team of deans and program coordinators, focusing on school culture, family engagement, counseling, special education, and ELL services. I also launched the school’s first character education program and supported staff growth through monthly training sessions and regular classroom observations.

Wesley Chapel, Florida, Us

As an ELL coordinator, I supported teachers from kindergarten through ninth grade with expert guidance on English Language Learner (ELL) needs. I also led professional development sessions for charter school teachers in New York City and Buffalo, sharing best practices to strengthen ELL instruction.

Madrid, Comunidad De Madrid, Es

I was selected as a cultural ambassador between the U.S. and Spain, teaching English to elementary students in Málaga and Madrid. I fostered cross-cultural exchange while helping students develop their language skills and stay engaged in the classroom.

Wesley Chapel, Florida, Us

Working as an assessment coordinator, I managed state testing administration and led the development of ELL programs, helping drive significant academic gains. I created a supplemental curriculum aligned with state standards, which led to a 24% increase in English Language Arts scores in 2008.

Wesley Chapel, Florida, Us

As a third grade public school teacher, I planned and taught an arts-infused curriculum using Open Court Reading and Saxon Math. I also used Responsive Classroom strategies to support students’ social-emotional development.

New York, Ny, Us

As a New York City Teaching Fellow, I taught elementary students in the Bronx while earning my master’s degree in education. I developed literacy and math units using Balanced Literacy and Everyday Math, focusing on effective, engaging lessons to support student learning.

B.A., International Affairs

M.S., Elementary Education