Audrey Sapoznik
Atlanta,GA
Summary
Empathetic and strategic professional with over 7 years of experience in customer success, organizational development, and community leadership. Known for fostering collaboration, driving process improvements, and building scalable systems that empower teams to perform at their best. Combines a people-first mindset with business acumen to align employee experience with organizational goals. Passionate about cultivating inclusive, high-performing cultures through coaching, engagement, and thoughtful change management.
Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Success Manager
ServiceTitan
01.2023 - Current
- Serve as a trusted partner to business leaders, aligning operational workflows, people practices, and technology to support business growth and scalability.
- Coached and guided 80+ clients and internal teams through performance and change management processes to enhance engagement and accountability.
- Collaborates with cross-functional teams—including Product, People Ops, and Implementation—to streamline workflows and improve team communication.
- Developed data-informed strategies to increase client retention and satisfaction, fostering long-term relationships built on trust and transparency.
- Models empathy and inclusion in all client interactions, reinforcing ServiceTitan’s values while championing psychological safety and constructive collaboration.
Program Manager & Community Outreach Lead
Atlanta Thrive
01.2018 - 06.2022
- Directed community programs, outreach initiatives, and volunteer engagement strategies to strengthen partnerships and expand impact.
- Developed and implemented company policies, standard operating procedures, and compliance frameworks aligned with organizational mission and values.
- Led recruitment, onboarding, and training for volunteers and staff, fostering an inclusive environment grounded in shared accountability.
- Partnered with leadership to forecast staffing needs and build scalable frameworks for program delivery and reporting.
- Facilitated community forums and advocacy events to drive awareness and participation in social initiatives.
- Key Wins:
- Streamlined program management workflows, reducing administrative inefficiencies by 30%.
- Spearheaded outreach campaigns that increased volunteer participation and funding engagement year over year.
- Recognized for policy development work that improved transparency and employee experience organization-wide.
Education
BA - Public Relations & Marketing
Claflin University
01.2012
MA - Organizational Management
Ashford University
01.2018
Skills
- ServiceTitan CRM
- Google Workspace
- Microsoft Office
- HRIS Familiarity
- Data-Driven Reporting
- Process Documentation
- Client relations
- Customer retention
- Customer relationship building
Certification
- ServiceTitan Certified Admin | Jan. '25
- Communications Chair - ServiceTitan Avid ERG Leadership Team
- ManagerEQ 21 Day Manager Challenge | Oct. '25
- Metro Atlanta Women in Business for Good certification | June '22
- Supermajority Education Fund's Majority Leader Certification | Oct. '22
Timeline
Customer Success Manager
ServiceTitan
01.2023 - Current
Program Manager & Community Outreach Lead
Atlanta Thrive
01.2018 - 06.2022
MA - Organizational Management
Ashford University
BA - Public Relations & Marketing
Claflin University
Core Competencies
- Strategic Business Partnership & Coaching
- Employee Engagement & Experience
- Performance & Talent Development
- Organizational Design & Workforce Planning
- Process Optimization & Policy Development
- DEI & Cultural Enablement
- Cross-Functional Collaboration
- Change Management & Communication Strategy