Courtney Lewis
Summary
Dynamic Customer Success Specialist with a proven track record at Welcome Home Software, delivering exceptional SaaS support and achieving 100% customer satisfaction. Skilled in CRM software and client retention strategies, I excel in enhancing user experiences through tailored training and proactive engagement, driving significant improvements in client satisfaction and retention.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Success Specialist
Welcome Home Software
Atlanta, GA
01.2025 - Current
- Maintained 100% customer satisfaction by delivering white-glove SaaS support since February 2025.
- Led client education through webinars, product documentation, and tailored support resources.
- Researched CRM issues, identifying workarounds to enhance customer solutions.
- Offered technical and non-technical support and services to clients and staff regarding product use, operation and maintenance.
Renewals Account Manager
Aptean Inc.
Alpharetta, GA
04.2023 - 01.2025
- Analyzed legal contract details using Salesforce to optimize data for over 900 annual renewals.
- Supported $5M client pipeline through tailored onboarding and engagement strategies.
- Delivered product support for ERP and SaaS clients, minimizing disruptions.
- Drove 20% increase in early-stage engagement by implementing training and feedback mechanisms.
Credit Analyst
Lendsure Financial Services
Kennesaw, GA
11.2020 - 09.2022
- Executed comprehensive analyses of customer liquidity, capital structure, and borrowing capacity.
- Facilitated closing of at least 15 loans monthly while managing $10M pipeline effectively.
- Enhanced loan processing workflows by developing training materials for team members.
- Managed loan timelines by establishing expectations and fostering communication between clients and internal teams.
Education
Bachelor of Science - Marketing
Johnson & Wales University
Providence, RI05-2014
Master of Science - Cyber Security
University of Maryland Global Campus
Hyattsville, MDSkills
- Cybersecurity principles
- Network security
- Risk assessment and management
- Secure data handling
- Incident response planning
- KPI and CSAT tracking
- Technical support expertise
- CRM software proficiency
- Database administration and troubleshooting
- Information systems management
- Salesforce administration
- Client retention strategies
- Threat assessment and mitigation
- Client training and enablement
- Workflow automation
Certification
- Salesforce Administrator Certification – JanBask Training, Nov 2022
- Networking & Cyber Threat Hunting Certification (Upcoming)
Timeline
Customer Success Specialist
Welcome Home Software
01.2025 - Current
Renewals Account Manager
Aptean Inc.
04.2023 - 01.2025
Credit Analyst
Lendsure Financial Services
11.2020 - 09.2022
Bachelor of Science - Marketing
Johnson & Wales University
Master of Science - Cyber Security
University of Maryland Global Campus
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