Ashley McGovert
Martinez,CA
Summary
Results-driven Customer Success Leader with expertise in customer retention, onboarding, process optimization, and team leadership across the biotech and fintech industries. Dedicated to cultivating strong customer relationships, reducing churn, and driving business growth through strategic insights and informed decision-making.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Supervisor, Contact Center
Revance
04.2022 - Current
- Optimized team efficiency and workflows through strong leadership and problem-solving skills.
- Cross-trained employees to enhance agility and implement a universal agent model for improved performance.
- Developed training programs and process guidelines, ensuring clear communication and operational consistency.
- Led customer support improvements by identifying key enhancements and providing strategic recommendations to senior leadership.
Customer Success Manager
OPUL Platform, Revance
02.2021 - 04.2022
- Managed over 250 customers across US
- Assisted customers with onboarding and product setup to foster successful adoption and usage
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Conducted informational trainings and briefings to clients on new features and updated products.
- Built and strengthened relationships with new and existing accounts to drive revenue growth; Prepared reports to assist with key decision making and strategic operational planning.
- Regularly updated leadership on quality metrics, highlighting consistency issues and production deficiencies.
Onboarding Specialist
Revance Therapeutics
06.2020 - 02.2021
- Set up customers for immediate success by facilitating the implementation process for new accounts
- Acted point of contact between underwriting/risk team and merchant in order to ensure compliance and documentation needs were met.
- Collaborated closely with upper management to drive strategy through development and implementation of new processes
- Decreased onboarding time by 5 business days due to implemented suggestions
Independent Consultant- Customer Success & Sales
Vrtly Inc
- Acted as inside sales representative through cold calling and pursuing qualified leads.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Cultivated inbound sales inquiries to successfully convert leads to sales appointments.
- Contributed to event marketing, sales and brand promotion.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Demonstrated products, responded to questions, redirected concerns, and overcame objections to close sales.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategies to increase customer retention.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Customer Success Associate
HintMD
10.2018 - 06.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Launched the Drop-Ship skincare pilot; responsible for all orders, invoicing, and reconciliation.
- Helped business owners implement the membership program; understand patient billing, metrics, and provided ongoing staff training.
- Listened attentively to client feedback and worked with product development team to introduce new services.
Education
High School Diploma -
Castro Valley High School
Castro Valley, CA06.2012
Some College (No Degree) - Business Communications
Diablo Valley College
Pleasant Hill, CASkills
- Customer Success Strategy & Retention
- Client Lifecycle & Relationship Management
- Team Leadership & Coaching
- Process Improvement & Automation
- Customer Segmentation & Targeting
- Cross-Functional Collaboration
- Data Analytics & KPI Monitoring
- CRM & Customer Success Tools (Salesforce, Confleunce, Zendesk, Looker, JIRA)
Certification
- SuccessHACKER, Certified Customer Success Manager; 4/2020
- Udemy, Customer Experience Workshop; 01/2021
- BAI Learning Course; 01/2021
- Laboratory to Leadership 10/2022
Timeline
Supervisor, Contact Center
Revance
04.2022 - Current
Customer Success Manager
OPUL Platform, Revance
02.2021 - 04.2022
Onboarding Specialist
Revance Therapeutics
06.2020 - 02.2021
Customer Success Associate
HintMD
10.2018 - 06.2020
Independent Consultant- Customer Success & Sales
Vrtly Inc
High School Diploma -
Castro Valley High School
Some College (No Degree) - Business Communications
Diablo Valley College
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