LAUREN NAKAZAKI

Chartbeat & Tubular Labs New York, NY (Remote)

Senior Customer Success Manager (Previously Enterprise CSM) | Apr 2024 – Present

• Strategic Portfolio Management: Manage a $2.1M+ enterprise portfolio consisting of global media publishers, brands, and agencies, overseeing both Chartbeat and Tubular Labs—two distinct product suites supporting newsroom optimization and social video strategy.
• Customer-to-Product Advocacy: Act as a critical bridge between customers and internal developers, organizing and facilitating direct feedback sessions where enterprise clients provide our Product team with the actionable insights needed to shape next-generation roadmap features.
• Strategic Product & CX Partnership: Partner closely with the Product team to drive co-development; lead and operationalize early access and beta programs by strategically placing key enterprise users into initial testing cohorts to gather high-fidelity feedback.
• Scaled Onboarding & Enablement: Trained cross-functional newsrooms and agency teams on product workflows, standardizing best practices and self-serve content strategies to drive product adoption and customer engagement.
• Customer Experience & Program Design: Developed and standardized customized, value-driven presentation frameworks and insights decks, packaging editorial and social video performance data into scalable templates for broader customer application.
• Cross-Functional Program Development: Partnered with Marketing to pitch, design, and launch a news-focused Tubular insights webpage, enhancing customer engagement through tailored product webinars for Tubular users.

• Portfolio Ownership: Managed and retained a $1.25M book of business comprised of over 65 diverse media publishers across North America, Canada, and New Zealand.
• Proactive Client Engagement: Exceeded Account Manager expectations and team benchmarks by engaging 100% of accounts to ensure client health, satisfaction, and long-term retention.
• Value Delivery: Collaborated with mid-market editorial and digital teams to enhance daily active usage of core Chartbeat publishing platform.

• High-Pressure Operations & Communication: Managed rigorous day-to-day newsroom operations under extremely tight day-of deadlines, maintaining exceptional public speaking abilities and composure under pressure during live broadcasts; routinely sourced, reached out to, and interviewed industry experts and high-profile community leaders.
• Cross-functional alignment: Pioneered "Hardworking Hawaii", coordinating efforts between business leaders, marketing, and digital production to create a successful, repeatable program that achieved record viewership.
• Scaled digital programs: Designed and managed digital-first Instagram news program ("News of the Day"), establishing workflows and communication strategies that engaged an audience of over 100,000 followers.
• Data-Driven Strategy: Leveraged real-time Chartbeat analytics to evaluate audience engagement behavior, serving as an internal advocate to optimize broadcast programming and drive web referral traffic.

• Emmy-nominated live reporter provided comprehensive on-the-scene coverage of 2018 California Wildfires, informing viewers of critical developments and safety information.

• Annenberg School for Communication and Journalism
• GPA: 3.81