Cara Cline
Tomball,TX
Summary
Dynamic customer success and operations leader with extensive experience in managing professional services, digital operations, and customer-facing teams in the EdTech sector. Expertise includes onboarding, technical support, Salesforce administration, and data-driven process improvement, with a strong focus on cross-functional collaboration. Proven ability to resolve escalations, drive adoption initiatives, manage budgets, and partner with school and district leaders to deliver customized solutions that exceed organizational objectives. Skilled in overseeing digital operations and ensuring seamless process integration while leveraging strategic planning and effective communication to enhance project success and operational efficiency.
Overview
11
11
years of professional experience
Work History
Digital Operations Manager
Frog Street
Remote
08.2025 - Current
- Provides day-to-day management of the Digital Operations team, ensuring consistency, efficiency, and high-quality customer experience.
- Supervises Digital Operations Support agents addressing technical support cases impacting implementation of Frog Street digital resources.
- Enforces cross-team coordination and acts as a bridge between escalations, technical operations, and Sr. Management.
- Hired, trained, and managed the Digital Operations Support team to ensure consistent service delivery.
- Led escalation support for complex technical cases, driving timely resolution.
- Collaborated cross-functionally with Partner Success, Sales, IT, Product, and Development teams to support customer needs.
- Contributed to system and process improvements for efficient support ticket resolution.
- Monitored daily case metrics to ensure SLA adherence and timely resolution.
- Managed team performance against established KPIs.
- Trained and coached team members on systems, tools, and support processes.
- Conducted daily and weekly team check-ins.
- Reported escalations, technical progress, team needs, and KPIs to the Customer Success Director.
Customer Success Technical Lead
Frog Street
Remote
09.2020 - 08.2025
- Drove technical onboarding and customer success for strategic accounts, specializing in SSO, data integrations, and system alignment.
- Served as the primary technical partner for customers, managing Salesforce workflows, coordinating escalations, and delivering training to increase adoption.
- Collaborated with Product and Engineering teams to represent customer needs, resolve complex issues, and influence product improvements.
- Led technical onboarding for strategic accounts, ensuring smooth customer integration with focus on SSO and data infrastructure.
- Built trusted technical relationships with customer teams to understand systems and data requirements.
- Managed Salesforce development and training, providing technical support for integrations and ensuring data integrity.
- Coordinated high-priority technical support cases with senior support teams.
- Designed and delivered product webinars to increase adoption and technical understanding.
- Represented customer needs in cross-functional teams to influence product enhancements.
- Provided ongoing technical support via phone, email, and video conferencing.
Training and Operations Specialist
BenefitMall
Remote
03.2018 - 10.2020
- Collaborated cross-functionally to design and deliver sales development programs supporting products, systems, and organizational initiatives.
- Built consultative relationships with stakeholders to identify training needs and validate content with subject matter experts.
- Scheduled and delivered training programs aligned with new or revised processes, policies, and product releases.
- Measured and reported on training effectiveness to maintain consistency, quality, and value of initiatives.
- Reviewed and ensured accuracy of training programs developed by other personnel.
Customer Success Services Manager
Edmentum
Richardson, TX
03.2015 - 03.2018
- Managed professional development operations and a customer-facing team, overseeing scheduling, adoption initiatives, and Salesforce administration.
- Monitored customer needs using data and performance metrics to improve efficiency and guide departmental strategy.
- Hired, trained, and coached team members, including new hire onboarding programs.
- Resolved complex escalations and managed departmental budgets to ensure financial compliance.
- Partnered with school and district leaders to assess academic needs and recommend tailored EdTech solutions.
- Developed and launched initiatives to increase professional development adoption across all product offerings.
- Led departmental meetings and defined strategies, policies, and procedures to maximize team performance.
Education
Bachelor of Science - Criminal Justice
Kaplan University
Dallas, TX01-2012
Bachelor of Arts - Film, TV And Improv
KD Actors Conservatory
Dallas, TX05-1998
Skills
- Digital operations management
- Technical onboarding expertise
- Salesforce administration
- Escalation resolution
- Team recruitment and training
- Interdepartmental teamwork
- Operational process enhancement
- Program adoption
- Budget management
- Stakeholder engagement
- Customer satisfaction enhancement
Timeline
Digital Operations Manager
Frog Street
08.2025 - Current
Customer Success Technical Lead
Frog Street
09.2020 - 08.2025
Training and Operations Specialist
BenefitMall
03.2018 - 10.2020
Customer Success Services Manager
Edmentum
03.2015 - 03.2018
Bachelor of Science - Criminal Justice
Kaplan University
Bachelor of Arts - Film, TV And Improv
KD Actors Conservatory