Lauren Maksian

Key Impact

• Lead a Customer Success team responsible for a $30M+ commercial customer portfolio, managing 7 CSMs and driving retention and expansion
• Achieved 91.9% Gross Revenue Retention vs 91.4% target in 2025 (annual averages)
• Drove $1.3M+ in cross-sell revenue

Strategic Leadership

• Launched team priorities and initiatives to address gaps in churn and expansion by using a data-driven approach in analyzing book of business
• Collaborated in cross-functional initiatives with Sales, Deal Desk, Recruiting, CS Ops, and Enablement to improve internal processes, coaching, and customer experience
• Developed risk save plays that team leveraged in order to save $3.7M+ ARR across 40 high-risk accounts
• Built and launched a Disengaged Customer Playbook, now adopted globally by the CS organization
• Established structured SMB CS <> CG RACI framework, which was later adopted by GTM in the planning of the CS and Sales ROE

Operational Excellence

• Designed and launched two time studies in 2024 that highlighted CS time spent across a variety tasks and inform capacity planning

Team Leadership

• Led team through organizational change including multiple CSM departures and rapid hiring
• Created the CSM 30 / 60 / 90 onboarding plan which has been adopted across the CSM org to help onboard new talent
• Revamped hiring scorecards and interview process for Associate CSM and CSM roles
• Partnered with enablement to create new Associate CSM onboarding program
• Developed and promoted 5 CSMs in 2025 including Principal CSM and Team Lead promotions

Key Impact

• Led a team of up to 13 Customer Success Managers supporting SMB and mid-market customers while driving retention, adoption, and team development initiatives.
• Achieved quarterly retention and adoption targets across multiple years

Strategic Leadership

• Launched Scaled CS Playbook, which defined the customer journey and mapped touchpoints delivered to customers across CS and CX teams.
• Created Digital Success Programs to drive product adoption
• Created CS competency framework and career development structure,
• Built CS onboarding curriculum reducing ramp time by 33%

Operational Excellence

• Designed and implemented customer health playbooks and automation programs in Gainsight
• Led cross-functional programs with Sales, Support, Renewals, Operations, and Customer Education to improve adoption and retention outcomes
• Implemented data-driven churn analysis to inform save strategies and account prioritization

• Supported a customer portfolio of $2M ARR across 40 customers
• Consistently achieved GRR and NRR targets
• Hired and trained two new CSMs

• Managed full sales cycle for email marketing platform
• Achieved 97% of annual quota

• Achieved 114% of quota
• Launched 24 digital ad campaigns
• Generated 55% incremental spend growth across portfolio

• Managed 300+ customer accounts
• Achieved 101% quota attainment
• Delivered customer strategy sessions to help customers leverage our competitive marketing analytics to inform digital marketing strategy