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Work Background
RelayStrategic Customer Success Manager
Apr. 2023- Manage the full lifecycle of 200+ Fortune 500 accounts across healthcare (support services) and theme park industries.
- Conduct high-level business reviews with VP and executive leadership to align on strategic goals and performance.
- Cultivate strong, multi-threaded relationships within complex enterprise organizations to drive long-term success.
- Co-developed a healthcare-specific implementation and maintenance program to drive engagement and long-term adoption.
- Designed and launched an educational webinar series tailored for ongoing training of healthcare partners.
- Led product pilots and new feature rollouts with strategic accounts, gathering feedback to iterate and optimize experiences.
- Partnered with Business Development and Product teams to co-develop custom features aligned with customer needs.
- Created tailored training materials and a custom LMS curriculum for healthcare customers with unique use cases.
- Contributed to go-to-market strategy for scaling customer success across accounts in the foothold stage of growth.
- Partnered with Business Development to uncover and execute new revenue opportunities.
- Owned and closed expansion opportunities within existing accounts, contributing to overall account growth.
- Maintained an average Net Revenue Retention rate of 105%
RelayCustomer Success Specialist Team Lead
Jul. 2022 - Apr. 2023- Oversaw the full lifecycle management of 400+ SMB hospitality accounts, ensuring success from onboarding through renewal.
- Built and maintained strong stakeholder relationships from operational managers to executive decision-makers.
- Facilitated strategic business reviews to highlight ROI and align on customer goals.
- Served as the hospitality vertical’s subject matter expert, ensuring customer understanding and adoption of key product features.
- Led a team of 3–5 Customer Success Specialists, providing mentorship, coaching, and performance guidance.
- Developed scalable processes and playbooks to standardize support and drive consistency across the team.
- Leveraged data analytics to proactively identify risk, uncover growth opportunities, and optimize engagement strategies.
- Partnered with cross-functional teams including Product, Technical Support, and Billing to enhance customer experience.
- Maintained an average of 102% Net Revenue Retention
RelayCustomer Success Specialist
Sep. 2021 - Jul. 2022Raleigh, North Carolina, United States- Managed the full customer lifecycle for 400+ SMB hospitality accounts, from onboarding through renewal.
- Built and nurtured strong relationships with stakeholders ranging from front-line managers to senior leadership.
- Conducted strategic business reviews with individual hotels and property management groups to drive adoption and retention.
- Acted as the subject matter expert for all product and feature offerings within the hospitality vertical.
- Supported onboarding and training of new hires, contributing to team ramp-up and success.
- Provided actionable feedback to enhance and scale internal processes for improved customer support.
- Analyzed customer usage data to identify adoption trends, proactively mitigate churn risk, and inform retention strategies.
- Collaborated cross-functionally with Technical Support, Product, and Billing to ensure a seamless customer experience.
- Achieved an average quarterly Net Revenue Retention of 102%.
Excel Body FitnessOffice and Corporate Accounts Manager
Apr. 2020 - Sep. 2021Cary, NC- Oversaw all sales operations, including lead follow-up, conversion rate analysis, profit tracking, and lead assignment to team members.
- Supervised sales staff performance, providing coaching, resources, and tools to drive revenue growth.
- Managed daily operations across departments: assigning tasks, creating schedules, training new hires, and optimizing team workflows.
- Coordinated internal meetings and maintained comprehensive and actionable meeting minutes.
- Led and supported marketing efforts by supervising staff, creating content strategies, and contributing to the development of social media campaigns and paid advertisements.
- Participated in hiring processes by evaluating talent, clarifying role responsibilities, and communicating contract terms.
- Owned the onboarding process, ensuring new hires were fully trained and integrated into their roles.
- Partnered with business owners and leadership to develop marketing campaigns informed by historical performance and conversion metrics.
- Supported personal trainers and massage therapists with client onboarding and engagement strategies to improve retention.
- Acted as the primary point of contact for troubleshooting and managing the Mindbody scheduling and CRM software.
- Calculated and processed bi-weekly and monthly sales commissions, reporting accurate payroll data to ownership.
- Contributed to the business’s digital presence by assisting in website redesign and crafting SEO-optimized content to drive web traffic and client acquisition.
- Built strong relationships with new and existing clients to promote satisfaction, loyalty, and retention.
- Addressed and resolved client concerns to ensure a seamless and positive customer experience.
Excel Body FitnessCorporate Accounts Coordinator
May. 2018 - Apr. 2020Cary, NC- Supported the Corporate Accounts Specialist and Executive Director in recruiting subcontractors for corporate wellness services and nationwide health fairs.
- Sourced and managed CSA and produce box programs for corporate clients, including coordinating deliveries, invoicing, and serving as the primary liaison between corporate clients and CSA vendors.
- Assisted with invoice preparation for corporate accounts, ensuring accurate and timely billing.
- Represented the organization at corporate health fairs, engaging with employees and promoting wellness services and on-site programs.
- Conducted post-event outreach to encourage employee participation in wellness programs.
- Supported the Fitness Director in managing off-site group fitness and personal training by recruiting instructors and developing monthly class schedules.
- Created tutorial documentation tailored to corporate clients for navigating wellness program sign-up platforms.
- Scheduled recurring corporate massage appointments using Mindbody and SignUpGenius, ensuring seamless coordination for clients.
- Maintained and updated the client database in Constant Contact and supported Office Management with email list management.
- Designed, edited, and distributed bi-weekly and monthly newsletters and membership promotions via Constant Contact.
- Monitored engagement metrics and followed up with prospective clients to encourage membership sign-ups.
- Assisted the Executive Director in calculating and distributing monthly staff and subcontractor commissions.
- Audited payroll records to ensure accuracy of compensation against agreed-upon terms.
- Utilized QuickBooks for bookkeeping tasks, including processing contractor payments and managing financial records with minimal supervision.
- Collected W-9 forms and prepared 1099s for contractors using QuickBooks, ensuring compliance with tax reporting requirements.
North Carolina SymphonyEducation Intern
May. 2017 - Aug. 2017Raleigh, NC- Provided direct support to the Director of Education in planning and executing departmental initiatives.
- Coordinated logistics for the annual Teacher Workshop in August 2017, including scheduling, communications, and event support.
- Edited student and teacher materials for the 2017–2018 Education Concert Series to ensure accuracy and clarity.
- Scheduled Ovations pre-concert performances through outreach to local performance groups and community partners.
- Assisted with planning and on-site coordination of the Instrument Zoo at concerts and special events, enhancing interactive learning experiences for attendees.
- Conducted research on education programs and funding strategies used by other orchestras, presenting findings to the Artistic Department to support strategic planning.
- Represented the organization at teacher workshops and Instrument Zoo events to engage with educators, supporters, and patrons, promoting future participation and program awareness.
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