Allison Mitchell
New York,New York
Summary
Passionate about helping early-stage companies grow by building out high performance teams and processes that scale. With 5 years of Customer Success experience at fast paced, high growth startups, I'm a scrappy and hands-on leader with a bias for action.
Overview
5
5
years of professional experience
Work History
Senior Manager, Customer Success
Xeal Energy
05.2022 - Current
- Established customer success and support functions from scratch, overseeing all stages of the customer lifecycle.
- Hired a lean team of high performing contributors who consistently achieved their goals.
- Implemented customer survey tools and maintained CSAT of 87+ and NPS of 9+ across entire customer base.
- Established relationships with industry partners to support hands-on service in the field, and reduced service costs by 50% YoY.
- Created and implemented numerous processes, workflows, and playbooks, iterating regularly to ensure optimal team performance.
- Conducted regular departmental planning and oversight including budgets, OKRs, KPIs and reporting.
- Collaborated cross-functionally with product, sales, and supply chain teams.
Manager, Customer Success
Punchlist
10.2019 - 04.2022
- Coached and trained a team of 6-8 Customer Success Managers to maximize performance and productivity.
- Helped scale from $5M ARR to $15M ARR by analyzing team capacity, updating staffing models, and identifying needs for process efficiencies.
- Created and documented the company's first SOPs and implemented cross-departmentally.
- Collaborated with product and development teams to improve both internal and external user experience.
- Independently managed an average of $2 million in annual revenue across ten service territories.
- Served as the single point of contact for customers, vendor partners, and internal teams to ensure timely and high-quality service delivery.
- Provided exceptional customer service, responsiveness, new solution recommendations, and project management oversight.
Education
Bachelor of Science - Communications
Appalachian State University
Boone, NC05.2007
Skills
- Process Improvement
- Customer Escalations
- Leadership
- Team Culture
- Project Management
- Product Knowledge
Timeline
Senior Manager, Customer Success
Xeal Energy
05.2022 - Current
Manager, Customer Success
Punchlist
10.2019 - 04.2022
Bachelor of Science - Communications
Appalachian State University
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