MeasuredHead of Customer Success Operations
Jul. 2021 - Jun. 2023Measured is a the leading measurement and optimization platform for connecting media to business outcomes. As Head of Customer Success Operations, I reported into the COO and was a member of the leadership team. Accomplishments: ➡️ Built Business Analytics, Customer Training, Project Management, and Support teams, consisting of 4 direct reports and 12 in India. ➡️ Developed and executed strategic plans and companywide OKR’s to meet business objectives for renewal rates, market positioning, and product enhancements. ➡️ Shortened product adoption time by 50+% and reduced hours spent servicing technical needs for Customer Success team. ➡️ Implemented and managed ChurnZero (post-sale CRM) tracking customer product usage, journey progress, surveys, and health.