Customer Success ManagerCustomer Success Manager

Key Achievements:

Led customer onboarding and product adoption initiatives for KiliStore merchants. Facilitated customer webinars, training sessions, and support programs to drive engagement and platform utilization. Built and managed customer support communities, improving customer experience and issue resolution. Developed onboarding guides, tutorials, and customer success processes to reduce friction and accelerate activation. Collaborated with cross-functional teams to address customer needs and improve product offerings. Contributed to customer retention and growth strategies through proactive engagement and data-driven insights. Demonstrated strong leadership in customer success, stakeholder management, and operational excellence.

Key Achievements:

Assisted in onboarding new clients, guiding them through the set up process and product upsell • Responded to client inquiries, provided technical troubleshooting support, and resolved issues in a timely and efficient manner. • Conducted client satisfaction surveys and gathered feedback to identify areas for improvement. • I worked closely with the customer success manager to implement client success strategies. • Assisted in developing training materials, documentation, and best practice guidelines.

Key Achievements:

• Effectively manage 5 high-value medical insurance accounts and over 7,500 medical provider Slade360 accounts by developing and executing tailored strategies that drive long-term client success, satisfaction, and retention. • Developing and tracking KPIs like NPS , CSAT and Quality Assurance on calls and emails from scratch, and using data to drive continuous improvement; surveys, client outreach, field visits etc. • I lead monthly business reviews to align customer goals with the company solutions and ensure continued customer satisfaction. • Collaborating with product and technical support teams to enhance platform features, fix existing issues and improve overall customer experience. • Delivering a high-quality experience through a team of 11 by ensuring timely resolution of customer requests and inquiries. • Optimizing existing CRMs systems; Freshdesk, Jira and Hubspot to better work for the customer experience team. • Analyze customer feedback and metrics to improve experience, actively engage detractors, promoters, and neutrals, and report insights to management. • Leading and mentoring the customer experience team, setting performance goals, and providing ongoing training to improve service quality.