Summary
Overview
Work History
Education
Skills
Timeline
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Jacqueline Jackie Norton

Jacqueline Jackie Norton

Colchester,VT

Summary

Senior executive with proven track record in driving growth and operational excellence. Adept at strategic planning, project management, and leveraging data to inform decisions. Strong focus on fostering team collaboration and adapting to changing business needs. Highly skilled in leadership, communication, and delivering impactful results.

Overview

9
9
years of professional experience

Work History

Senior Director, Customer Success & Onboarding

Spekit
03.2022 - Current
  • Drove the performance and growth of a global book of business, focusing on key metrics such as retention, upsells, and customer advocacy
  • Spearheaded efforts that led to achieving 85% of total revenue for FY24 via new expansion strategies.
  • Increased ARR renewal rate by 132% through early renewal strategies, on-site customer visits, multi-threading techniques and proper forecasting and risk analysis
  • Boosted Weekly Active Users (WAU) by 69% by revamping customer success processes focused on product adoption and delivering value
  • Reduced time-to-value (TTV) and time-to-launch (TTL) by 50% within six months
  • Achieved a 98% customer satisfaction score through cross-team collaboration
  • Led a global post-sales team, enhancing performance across SMB, mid-market, enterprise, and strategic segments
  • Delivered board presentations as an active member of the executive team
  • Maintained executive relationships with VP and C-level customers allowing for better renewal and multi-threading efforts
  • Created career ladders and compensation models for the customer success managers
  • Implemented advanced data analytics to track customer health and proactively address churn risks
  • Led initiatives to improve customer journey mapping, enhancing overall customer experience and satisfaction, including revamping our onboarding processes and post-onboarding experiences
  • Collected and analyzed customer feedback to identify trends, improve processes, and drive enhancements in product and services
  • Relaunched Help Center, improving support and customer experience
  • Designed and executed scalable onboarding processes, facilitating seamless customer transitions and rapid adoption
  • Collaborated with product teams to align onboarding practices with product updates, ensuring consistency and customer satisfaction

Director of Customer Onboarding

Privy (Acquired by Attentive)
02.2020 - 03.2022
  • Established a high-scale onboarding team, servicing 200+ net-new ecommerce customers monthly
  • Drove a 120% increase in six-month NRR through scalable processes and tools
  • Implemented robust customer feedback loops, integrating insights into onboarding and product development strategies
  • Cultivated strong relationships with key stakeholders, driving strategic initiatives to enhance customer success outcomes
  • Designed and executed training programs for new hires, ensuring consistent delivery of exceptional onboarding experiences

Team Lead of Customer Success

Appcues
02.2016 - 01.2020
  • Developed foundational customer success processes, including onboarding and renewal strategies
  • Managed a team of customer success managers, achieving key metrics for NRR, GRR, and NPS
  • Launched customer advocacy programs, transforming satisfied customers into brand ambassadors
  • Pioneered customer health scoring system, enabling proactive management of customer success efforts
  • Coordinated cross-functional initiatives to align customer success goals with marketing, sales, and product teams

Education

Bachelor of Arts - English

College of the Holy Cross
Worcester, MA

Skills

  • Team Leadership & Mentorship
  • Global Book of Business Management
  • Customer Lifecycle Optimization
  • Data-Driven Decision Making
  • Strategic Client Advisory
  • Client Growth & Retention Strategies
  • Escalation Management
  • Cross-Functional Collaboration
  • Stakeholder Engagement
  • Performance Metrics & Reporting
  • Collaborative leadership
  • Team building and motivation
  • Key performance indicators
  • Data analytics
  • Stakeholder relations
  • Pipeline development
  • Strategic planning

Timeline

Senior Director, Customer Success & Onboarding

Spekit
03.2022 - Current

Director of Customer Onboarding

Privy (Acquired by Attentive)
02.2020 - 03.2022

Team Lead of Customer Success

Appcues
02.2016 - 01.2020

Bachelor of Arts - English

College of the Holy Cross

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Jacqueline Jackie Norton