Dawn Qualls
Columbus,GA
Summary
Customer Success Manager with over 8 years of K–12 education and EdTech SaaS experience. Proven ability to drive adoption, strengthen customer relationships, and improve retention. Skilled in relationship building, strategic problem-solving, and customer engagement, with a commitment to supporting company growth and measurable client success.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Ignite Reading
Remote
04.2024 - 11.2025
- Managed district and school-level operations across 30 schools and 1,300+ students, driving improved attendance rates and reading outcomes, measured by district assessments.
- Maintained an average 9/10 health score for the 2024-2025 academic year, reflecting strong partner engagement and implementation success.
- Led 6-week implementations with district administrators, technology directors, and educators to ensure seamless onboarding and adoption of the platform.
- Conducted weekly data reviews with superintendents, principals, and teachers to identify trends and develop targeted student success plans.
- Led monthly performance meetings with key stakeholders to review data insights, reinforce program goals, and ensure alignment with student achievement outcomes, creating opportunities for expansion.
- Supported the optimization of HubSpot and Tableau dashboards, enhancing data visibility, account organization, and partner communication.
- Maintained high customer satisfaction by resolving 1,000+ support tickets within a 48-hour average response time through proactive problem-solving and clear communication with school partners.
Customer Success Manager
Droplet
Remote
01.2023 - 03.2024
- Provided onboarding & training to new districts, ensuring an optimal & efficient introduction to the product.
- Proactively engaged with customers to understand their needs and ensure their success with Droplet in order to keep a strong customer health score.
- Planned & executed EBR's prior to customer renewal to ensure expectations are met & discuss annual goals & upsell opportunities.
- Collaborate cross-functionally with sales, product, and support to advocate for the customer and drive product improvements.
- Create and deliver customer success metrics and reports to showcase the value delivered and demonstrate ROI.
- Managed 100 + accounts with over 25% of the accounts being part of our highest ARR accounts segment.
- Kept a 99% renewal rate.
Sr. Sales Development Representative
Droplet
Remote
01.2022 - 12.2022
- Developed and implemented strategies for increasing sales and expanding customer base.
- Engage and qualify leads through cold calling & emailing.
- Track & record activities in Outreach & Salesforce.
- Met quota 11/12 months.
- Promoted to Sr. SDR in 8 months.
Teacher
Heard Elementary School
Bibb County, USA
07.2017 - 12.2021
- Managed 22 to 28 student portfolios for data collection, achieving an 85% success rate.
- Designed and implemented engaging and differentiated lessons, and enriching activities.
- Collaborated with various school teams, including leadership, to enhance educational outcomes.
- Utilized virtual learning platforms and software to facilitate effective teaching.
- Conducted regular assessments to evaluate student progress, providing timely feedback to enhance learning outcomes.
- Participated in professional development workshops to stay current on educational trends and improve teaching practices.
Education
Masters of Education (M.Ed.) - Media and Instructional Technology
West Georgia University
Carrollton, GABachelor of Arts (BA) - Early Childhood/ Special Education
Middle Georgia State University
Macon, GASkills
- Relationship management
- Onboarding and implementation
- Account retention
- Data analysis and reporting
- Renewal management
- Presentation and storytelling
- User training
- Technical literacy
- Executive reviews
- Tableau proficiency
- Salesforce expertise
- HubSpot knowledge
- Google Sheets skills
Timeline
Customer Success Manager
Ignite Reading
04.2024 - 11.2025
Customer Success Manager
Droplet
01.2023 - 03.2024
Sr. Sales Development Representative
Droplet
01.2022 - 12.2022
Teacher
Heard Elementary School
07.2017 - 12.2021
Masters of Education (M.Ed.) - Media and Instructional Technology
West Georgia University
Bachelor of Arts (BA) - Early Childhood/ Special Education
Middle Georgia State University