Lara Luik
Customer Success & Operations Leader
Falls Church,VA
Summary
Systems-driven Customer Success with 6+ years leading global CS, Support, and Operations teams. Expert in process design, workflow optimization, KPI dashboards, and cross-functional execution. Known for creating clarity in complex environments, improving retention and adoption, and scaling post-sales operations across the full customer lifecycle.
Overview
11
11
years of professional experience
Work History
Director of Customer Success
SalesIntel
06.2025 - 01.2026
- Led the Client Success department of 7 team members, overseeing strategy and execution for a portfolio of 720+ customers and ensuring consistent engagement, support, and value delivery across segments.
- Designed and implemented scalable communication, health monitoring, and feedback systems to surface risk, improve visibility, and drive continuous improvements in the customer experience.
- Streamlined and documented CS workflows and operating processes, increasing team efficiency, reducing friction, and accelerating customer outcomes at scale.
- Acted as the senior escalation owner for complex, high-impact customer issues, driving timely resolution and strengthening long-term customer relationships.
- Built and sustained a high-performance Client Success culture through coaching, career development, and clear performance metrics and expectations.
Vice President of Customer Experience
IdeaScale
07.2023 - 05.2025
- Led and scaled a global Technical Support organization, ensuring consistent, high-quality service delivery across all customer segments and regions
- Provided operational leadership to the Marketing function, aligning campaigns, messaging, and customer communications with broader customer lifecycle goals
- Optimized customer experience operations across support and engagement channels, improving consistency, responsiveness, and overall customer satisfaction
- Defined, tracked, and operationalized key performance metrics and dashboards, enabling data-driven decision-making and executive visibility
- Partnered closely with Engineering and Product on escalations and defect resolution, ensuring timely remediation and clear, empathetic customer communication
- Analyzed customer feedback and support data to define KPIs and surface insights that influenced product roadmap priorities and improved the end-to-end customer journey
Senior Director of Client Services and Operations
IdeaScale
10.2018 - 07.2023
- Managed a global team of 11 Support Engineers and Client Service Specialists, delivering technical support for a full customer portfolio
- Delivered training and coaching, supporting team development and operational alignment
- Led the design and rollout of scalable support processes, refining key workflows, leading to increased satisfaction, retention, and adoption
- Served as lead administrator for core platforms including Salesforce (Sales Cloud & CPQ), Survicate, ClickUp, Slack, QuestionPro, HubSpot, and Intercom
Team Lead, Sales Operations and Strategic Projects
Cvent
08.2017 - 10.2018
- Served as a liaison between Account Management and other internal teams, including Marketing and Sales
- Responsible for the development, implementation, and refinement of new tools and processes that improved account manager productivity, cross-sell/upsell revenue growth, and customer retention rates
- Partnered with leadership to optimize territory planning and strategic account alignment using historical data
- Subject-matter expert (SME) for Salesforce CPQ; served as a primary escalation point for over 100+ account managers throughout this transition to new quoting and order management processes
- Led enablement programs in support of strategic customer success and sales growth initiatives
Assistant Team Lead, Sales Development
Cvent
06.2016 - 07.2017
- Managed 6+ Account Management Associates (AMAs); team tasked with identifying and nurturing expansion opportunities within Account Management’s vast portfolio of existing customers
- Directed team’s day-to-day operations and strategy in alignment with Account Management initiatives
- Responsible for the hiring, onboarding, coaching, and ongoing professional development of AMA reps
- Established, compiled, and analyzed Key Performance Indicators (KPIs) to continuously track team success
Account Management Associate
Cvent
06.2015 - 06.2016
- First person hired for Account Management Associate position; personal success used to justify the expansion of the AMA team and its responsibilities, including the hiring of 5 new employees by June 2016
- Partnered with senior account managers to generate upsell/cross-sell opportunities and promote marketing initiatives within their respective client base of 300+ corporations, associations, and non-profits
- Directly managed 50+ customers, successfully renewing and expanding annual recurring spend
- Participated in cross-departmental team efforts that resulted in significant improvement in key sales, customer success, and marketing processes
- Played a key role in interviewing, onboarding, and training new AMAs
Education
Master of Arts - Anthropology
The Catholic University of America
05.2014
Bachelor of Arts - Anthropology, magna cum laude
Monmouth University
05.2012
Skills
Client Success Operations & Scaling
Process Design & Workflow Optimization
CS Tech Stack & Salesforce Ownership
KPI Development, Dashboards & Reporting
Cross-Functional Leadership
Data-Driven Decision Making
Team Leadership & Enablement
Timeline
Director of Customer Success
SalesIntel
06.2025 - 01.2026
Vice President of Customer Experience
IdeaScale
07.2023 - 05.2025
Senior Director of Client Services and Operations
IdeaScale
10.2018 - 07.2023
Team Lead, Sales Operations and Strategic Projects
Cvent
08.2017 - 10.2018
Assistant Team Lead, Sales Development
Cvent
06.2016 - 07.2017
Account Management Associate
Cvent
06.2015 - 06.2016
Bachelor of Arts - Anthropology, magna cum laude
Monmouth University
Master of Arts - Anthropology
The Catholic University of America