Feb 2026 – Present · 3 mos · Hybrid

Feb 2023 – Present · 3 yrs 3 mos · Hybrid

• Conducted post-sale Zoom meetings with stakeholders from Mid-Market and Enterprise clients to ensure a smooth onboarding experience with personalized guidance.
• Created, tracked, and followed up on tasks to ensure timely completion of key product milestones while developing and executing customer success plans aligned with client goals.
• Oversaw solution integration, deployment, and user training to drive adoption and ensure a seamless implementation process.
• Collaborated with cross-functional teams to evaluate deployment success and enhance overall customer satisfaction.
• Identified expansion opportunities for cross-sell and upsell initiatives, working closely with the Sales team to drive growth.
• Maintained strong customer retention, renewal rates, and satisfaction (NPS, CSAT) while reducing escalations and churn through proactive engagement and value delivery.
• Facilitated a seamless transition of new accounts to Customer Success or Account Managers by providing comprehensive documentation and key insights gathered during the onboarding process.
• Owned and managed Customer Journey tasks in Salesforce, ensuring all customer interactions and touchpoints were accurately documented and tracked.

Feb 2023 – Apr 2024 · 1 yr 2 mos · Hybrid

• Act as the primary point of contact for SMB customers using SalesOS and Engage, guiding them through the onboarding journey.
• Conduct onboarding kick-off calls to ensure customers feel supported and confident during their initial setup phase.
• Host webinar sessions for SMB and Mid-Market customers to drive product adoption and best practices.
• Manage customer cases and account activities in Salesforce, ensuring accurate tracking and timely follow-up.
• Take full ownership of assigned customer accounts, driving progress and accountability throughout the onboarding process.
• Create and maintain detailed documentation for ongoing projects to ensure transparency and consistency across teams.