Adriann Elebash
Blacksburg,VA
Summary
Dynamic Client Success Manager with a proven track record dedicated to client voice and advocacy while streamlining operations to decrease costs and promote organizational efficiency. Skilled in data-driven strategies, identifying expansion opportunities to encourage growth. I excel in fostering relationships and enhancing customer satisfaction through proactive engagement and tailored solutions. Certified CCSM Level 3.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Client Success Manager
Class Creator
01.2023 - Current
- Manage a high-touch portfolio of over 1200 K–12 school and district clients nationwide, fostering trusted relationships and driving a 96% retention rate.
- Oversee the full customer journey from onboarding to renewal, maintaining a 100% CSAT and 28-minute average response/resolution time.
- Revived a churn-risk account by demonstrating product value, converting it into a district-wide subscription and long-term partner.
- Streamlined support workflows and introduced tiered service levels, improving client satisfaction and response efficiency to meet budgeting needs of all clients.
- Achieved a Net Promoter Score of 83 (World Class, Sept 2025) through proactive engagement and scalable customer training via live webinars.
- Partner cross-functionally with development and product teams to champion customer needs and shape impactful feature enhancements.
- Connected customers to Clever and ClassLink partner integrations with district IT staff
- Tailored customer relationships by determining expected needs and finding correct solutions.
Customer Success Manager
PowerSchool
01.2022 - 01.2023
- Managed overall and ongoing executive relationship with customers through open, responsive, and collaborative partnerships and account management.
- Tracked metrics on Salesforce to monitor customer health, anticipate needs and proactively mitigate risks.
- Collaborated with Sales Account Management and executives to identify areas of solution expansion and adoption opportunities.
- Recognized as Customer Success "Rookie Rockstar" within 90 days of onboarding.
- Managed portfolio of district accounts exceeding $4.5 million with 97% of all quotes booked with purchase order at semi-annual review.
- Created data-driven success plans and facilitated quarterly Executive Business Reviews tailored to specific district products, goals and needs.
- Developed customer support strategies to increase customer retention.
Professional School Counselor
Roanoke City Public Schools
08.2019 - 01.2023
- Developed and implemented individualized behavior plans to assist students with achieving academic and behavioral goals.
- Collaborated with teachers and other school personnel to create individualized education plans for students with special needs.
- Facilitated classroom discussions to emphasize bullying prevention and college readiness.
- Collaborated with parents, school faculty and social workers to address problems and grow student success.
- Created and delivered engaging School-wide social-emotional learning curriculum for inner-city, student population of 600.
- Analyzed student data and developed creative, data-driven interventions and action plans to promote success in academic, career, and social-emotional domains in compliance with standards of learning set forth by the VDOE.
- Chairman of School Based Response Team, Section 504, and leadership training to head the Positive Behavior and Supports (PBIS) team
Professional School Counselor
Montgomery County Public Schools
08.2005 - 09.2018
- Provided crisis intervention in response to emergencies, employing existing trust and rapport to de-escalate situations.
- Regularly met with enrolled students to confirm success and identify problem areas.
- Coordinated with outside agencies to ensure students receive appropriate services and resources.
- Developed and conducted workshops and seminars to educate students, faculty, and parents on relevant topics, concerning trends, mediation, school transition, and internet safety.
- Helped students develop organizational, time management, and study skills.
- Advocated for students to access available resources.
- Worked with students to help them identify and overcome personal, social, or behavioral problems affecting educational or vocational situations.
- Served as the lead of the Positive Behavior, Interventions, and Support team. Core team member of the Student Assistance Program, Crisis Committee, and Response to Intervention Team.
- Identified and addressed concerns of incoming students and parents.
Education
Master of Science - Counselor Education
Radford University
Radford, VA05.2004
Bachelor of Science - Educational Psychology
Radford University
Radford, VA05.2004
Skills
- Client liaison and advocacy
- Company branding
- Risk mitigation
- Revenue generation
- Customer satisfaction
- Key performance indicators
- Telephone etiquette
- Client renewals and prospecting
- Project management
- Customer retention
- Client onboarding
- Stakeholder relationships
- Best practices
- Client engagement
Accomplishments
- Powerschool "Rookie Rockstar" within first 90 days of employment. June 2022
- Received "exceeding expectations" on Powerschool semi-annual review - December 2022
- Montgomery County Education Foundation Grant
Recipient, 2017-2018: "The Wonder Project" - Publication, 2005 "The School Counselor and
Tourette's Disorder." Virginia School Counselor.
Certification
- Certified CCSM Level I - September 2022
- Certified CCSM Level II - November 2022
- Certified CCSM Level III - December 2022
Timeline
Client Success Manager
Class Creator
01.2023 - Current
Customer Success Manager
PowerSchool
01.2022 - 01.2023
Professional School Counselor
Roanoke City Public Schools
08.2019 - 01.2023
Professional School Counselor
Montgomery County Public Schools
08.2005 - 09.2018
Master of Science - Counselor Education
Radford University
Bachelor of Science - Educational Psychology
Radford University
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