ILLANA LYNN
Davie
Summary
Dynamic Customer Success and Transformation Leader with over 12 years of progressive experience in building and scaling customer success, PMO, and strategy functions within global organizations. Proven track record in leading post-sales operations that enhance product adoption, boost client retention, and drive revenue growth in SaaS and enterprise technology environments. Recognized for establishing customer-centric programs, developing operational frameworks, and implementing cross-functional collaboration models that yield measurable business outcomes. Committed to empowering teams, optimizing customer journeys, and fostering long-term partnerships through strategic, data-driven decision-making.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Success Lead
PwC - Tax Innovation Delivery Experience
01.2025 - Current
- Founded and scaled Customer Success function within PwC’s Tax division, leading a high-performing team supporting post-sale tax technology adoption across tax segments, supporting over $1 million in annualized revenue.
- Partner with engagement and product teams to develop and execute strategies that enhance customer onboarding, retention, and expansion.
- Champion client advocacy by establishing standardized best practices and developing processes to ensure seamless customer experiences and enhanced operational efficiency across the technology lifecycle.
- Developed a Functional Support Team, a new capability designed to deliver proactive user assistance and ensure uninterrupted business operations across PwC’s tax assets, including cross-tax, corporate, specialty, and partnership applications.
Senior Manager, Customer Success Lead
PwC – Products & Technology, Digital
07.2023 - 12.2024
- Directed customer success initiatives for PwC’s Transformation portfolio, encompassing customer, enterprise strategy & value, finance, and workforce platforms.
- Led global programs focused on product adoption, client enablement, and renewal optimization, resulting in stronger engagement and expanded contract value.
- Partnered with Sales, Product, and Delivery leadership to align activation strategies with overall business objectives.
- Designed data-driven health score frameworks and renewal forecasting dashboards that improved retention visibility and proactive risk management.
- Mentored and developed a global team of CSMs, instilling a performance-driven, client-first culture.
Manager, Customer Success
PwC Experience Center
09.2022 - 07.2023
- Oversaw enterprise customer portfolios in workforce experience and change management domains, driving measurable adoption and satisfaction improvements.
- Built structured playbooks for onboarding and success planning, reducing time-to-value and optimizing client engagement.
- Established a performance metrics system to quantify success outcomes and inform go-to-market strategy decisions.
Manager, Digital Strategy
PwC Experience Center
07.2020 - 09.2022
- Delivered human-centered design and digital strategy engagements for Fortune 500 clients, bridging business objectives with technology innovation.
- Facilitated design thinking workshops, user journey mapping, and experience research that influenced multimillion-dollar client strategies.
- Introduced agile delivery models that improved team efficiency and client delivery timelines.
Senior Associate, Project Manager
PwC
07.2016 - 07.2020
- Directed large-scale transformation projects from planning through execution, ensuring on-time delivery across financial, healthcare, and retail sectors.
- Implemented program management best practices and risk mitigation frameworks to enhance delivery predictability and success rates.
Experienced Associate, Project Manager
PwC
11.2013 - 07.2016
- Collaborated with cross-functional teams to design, implement, and launch digital products supporting business process optimization.
- Strengthened project delivery workflows by integrating agile methodologies and iterative delivery models.
Digital Project Development Manager
Tribune Company – Sun Sentinel / SunSentinel.com
08.2011 - 11.2013
- Managed full project lifecycle for digital advertising products and platform enhancements, ensuring operational alignment with revenue targets.
- Improved workflow efficiency and communication between sales and technology teams, reducing project delivery timelines.
Education
Bachelor of Arts - Interpersonal Communications
University of Central Florida
Orlando, FLSkills
- Customer Success Strategy & Operations
- Implementation & Lifecycle Management
- Post-Sales Engagement & Retention Programs
- PMO Leadership & Digital Transformation
- Cross-Functional Team Leadership
- KPI Development & Business Intelligence
- Process Optimization & Operational Excellence
- Client Experience & Relationship Management
- Voice of the Customer Strategy
- Salesforce, Gainsight CRM
- Jira, ADO, Aha!, and Miro for Agile PM
- Microsoft Office 365, Power BI, and Google Workspace
Certification
- Advanced Customer Success Manager Certified Professional
- Inclusive Mindset Certification
Timeline
Senior Manager, Customer Success Lead
PwC - Tax Innovation Delivery Experience
01.2025 - Current
Senior Manager, Customer Success Lead
PwC – Products & Technology, Digital
07.2023 - 12.2024
Manager, Customer Success
PwC Experience Center
09.2022 - 07.2023
Manager, Digital Strategy
PwC Experience Center
07.2020 - 09.2022
Senior Associate, Project Manager
PwC
07.2016 - 07.2020
Experienced Associate, Project Manager
PwC
11.2013 - 07.2016
Digital Project Development Manager
Tribune Company – Sun Sentinel / SunSentinel.com
08.2011 - 11.2013
Bachelor of Arts - Interpersonal Communications
University of Central Florida