JULIA MEDFORD
Summary
Customer Success Manager with over 3 years of experience in EdTech environments. Proven record of driving adoption, engagement, and customer satisfaction by leading onboarding, implementation planning, and proactive account management. Strong communicator with a background in K-12 education and expertise in CRM tools, integrations, and support operations.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Imagine Learning
05.2024 - Current
- Led onboarding and implementation planning for new clients, ensuring smooth adoption and long-term engagement.
- Monitored customer health metrics and executed proactive outreach to increase retention.
- Collaborated closely with Sales, Product, and Product Support teams to improve client outcomes.
- Managed over $11M in portfolio of accounts, ensuring high customer satisfaction and delivering proactive support.
Customer Success Manager
Gale
03.2022 - 05.2024
- Created customer help resources that targeted their specific implementation and needs for their educators.
- Demonstrated my effectiveness with customers by boosting usage of Gale resources from 10% growth to over 200% over a calendar year.
- Developed Implementation Plans to actively monitor customer health, milestones, and the customer journey.
- Communicated with customers regularly to gather adoption concerns, product feedback, and proactively eliminate barriers to adoption.
School Science Teacher
Catawba County Schools
08.2021 - 03.2022
- Evaluated and modified instructional plans to meet varying needs of students with different ability levels.
- Managed communication with parents regularly to ensure student success and growth.
- Improved student and class outcomes through targeted instruction that identified strengths and weaknesses in instructional strategies.
School Science Teacher
Jackson County Schools
08.2018 - 08.2021
- Collaborated with science team to identify trends, evaluate course standards, and create new learning outcomes.
- Identified students struggling with course content and modified their instruction to effectively support their learning.
- Protected confidential student information including grades, test scores, accommodations/modifications documentation.
Education
Master of Arts in Teaching - Secondary Education, Social Studies Instruction
University of North Carolina at Charlotte
Charlotte, NC01.2021
Bachelor of Arts - History & Law Studies
Presbyterian College
01.2018
Skills
- Client communication & relationship building
- Customer onboarding & implementation planning
- Team mentorship & leadership
- Process improvement & workflow development
- Data analysis & customer health tracking
- CRM software (Salesforce & Zendesk)
- Customer account management
- Customer retention
- Staff mentoring & leadership
Timeline
Customer Success Manager
Imagine Learning
05.2024 - Current
Customer Success Manager
Gale
03.2022 - 05.2024
School Science Teacher
Catawba County Schools
08.2021 - 03.2022
School Science Teacher
Jackson County Schools
08.2018 - 08.2021
Bachelor of Arts - History & Law Studies
Presbyterian College
Master of Arts in Teaching - Secondary Education, Social Studies Instruction
University of North Carolina at Charlotte
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