Summary
Overview
Work History
Skills
Timeline
HEATHER LUND

HEATHER LUND

Https://www.linkedin.com/in/heather-lund-46966836/

Summary

Client-focused and results-driven Client Success Manager with over 10 years of experience driving customer retention, growth, and satisfaction in EdTech SaaS and non-profit industries. Skilled at building strong client relationships, onboarding new customers, and ensuring long-term account success. Proven ability to collaborate cross-functionally to deliver value and drive product adoption.

Overview

10
10
years of professional experience

Work History

Client Success Manager

GoReact
02.2021 - Current
  • Managing 75+ higher education and K12 client accounts, generating over $1.25m in combined annual revenue.
  • Increased customer ARR by 12% by implementing personalized success plans.
  • Developed and refined HubSpot self-directed onboarding campaign for new House Accounts.
  • Conducted regular reviews of account performance, identifying opportunities for expansion.

Implementation Manager

ConexED
11.2020 - 01.2021
  • Work with the executive leadership to develop and maintain SOPs that improve business performance and optimize workflows.
  • Establish and build strong working relationships with clients and assist in the full stage of platform implementation, including technical requirements, administrative responsibilities, setup/configuration, and tailored team training.
  • Managed multiple simultaneous implementations demonstrating strong organizational skills and adaptability.

Customer Success Manager

ConexED
10.2017 - 11.2020
  • SaaS Higher Education
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers, resulting in increased customer loyalty.

Account Manager

MDS Communications
10.2015 - 10.2017
  • Outbound telemarketing non-profit
  • Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.

Skills

  • Client onboarding
  • Client engagement
  • Project management
  • Data analytics
  • Customer retention
  • Stakeholder relationships

Timeline

Client Success Manager - GoReact
02.2021 - Current
Implementation Manager - ConexED
11.2020 - 01.2021
Customer Success Manager - ConexED
10.2017 - 11.2020
Account Manager - MDS Communications
10.2015 - 10.2017

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HEATHER LUND