Anna Johnson
Denver
Summary
Goal-driven and results-oriented Customer Success leader with 7+ years in B2B SaaS, and 3+ years in leadership positions.
Overview
10
10
years of professional experience
Work History
Director, Customer Success Operations
Ombud, Inc.
Denver
05.2025 - Current
- Drove strategic scaling and efficiency across Customer Success by streamlining core CSM processes and optimizing the post-sale customer journey.
- Managed the successful upsell and onboarding of a new, complex AI product across the customer base.
- Served as the lead CSM for key enterprise-level accounts, achieving high retention and expansion targets.
- Instrumental in growing the CSM team by developing structure, implementing training programs, and allocating resources to support team expansion.
Manager, Customer Success Operations
Ombud, Inc.
Denver
08.2022 - 05.2025
- Served as the dedicated CSM for high-value strategic accounts, focusing on proactive retention and identifying expansion opportunities.
- Led and scaled the Ombud Extend proposal management function, enhancing operational efficiency and standardizing customer-facing documentation.
Senior Customer Success Manager
Ombud, Inc.
Denver
01.2022 - 08.2022
- Managed the full post-sale lifecycle for a key portfolio of accounts, ensuring successful adoption and maximizing product usage to achieve high Net Revenue Retention (NRR).
- Proactively engaged with clients to mitigate risk, drive product utilization, and align product value with strategic business goals.
Customer Success Manager
Ombud, Inc.
Denver
08.2019 - 01.2022
- Managed a portfolio of accounts within a high-growth SaaS environment, driving product adoption and maintaining high renewal rates.
- Executed strategic account reviews and collaborated cross-functionally to resolve complex issues, translating successful adoption into measurable customer value.
Customer Success Analyst
Ombud, Inc.
Denver
05.2018 - 08.2019
- Provided high-quality, front-line support to address customer issues and troubleshoot technical challenges.
- Analyzed and processed customer files with 99.90% accuracy, consistently at the top of the team leaderboard.
Analyst
The Initiative for a Competitive Inner City
Boston
02.2016 - 03.2018
- Recruited small business CEOs for the Inner City Capital Connections Program.
- Assisted in planning and implementing event logistics.
Education
Bachelor of Arts Cum Laude - Economics, Italian Studies
Elon University
Elon, NC05-2015
Skills
- Google Suite and Microsoft Office
- Google Gemini AI
- Salesforce and HubSpot
- Zoom and virtual collaboration
- Customer success and relationship management
Timeline
Director, Customer Success Operations
Ombud, Inc.
05.2025 - Current
Manager, Customer Success Operations
Ombud, Inc.
08.2022 - 05.2025
Senior Customer Success Manager
Ombud, Inc.
01.2022 - 08.2022
Customer Success Manager
Ombud, Inc.
08.2019 - 01.2022
Customer Success Analyst
Ombud, Inc.
05.2018 - 08.2019
Analyst
The Initiative for a Competitive Inner City
02.2016 - 03.2018
Bachelor of Arts Cum Laude - Economics, Italian Studies
Elon University