Lauren Ranalli
Charlotte,NC
Summary
Dedicated Customer Success professional with a strong background in relationship management, client onboarding, and customer retention. Skilled in building trusted partnerships, driving product adoption, and delivering proactive solutions that improve customer satisfaction and business outcomes.
Overview
8
8
years of professional experience
Work History
Legal Liaison
Social Discovery Corp
12.2025 - Current
- Built out the legal market for Social Discovery.
- Managed the full customer lifecycle from initial outreach through onboarding, adoption, and long-term retention.
- Built and maintained relationships with law firms, legal teams, paralegals, attorneys, and litigation support professionals.
- Conducted discovery calls to understand workflows, pain points, and opportunities for product adoption.
- Supported pipeline growth through proactive outreach, relationship building, and account expansion opportunities.
- Led new client onboarding processes, ensuring customers understood platform functionality, workflows, and best practices.
- Reduced time-to-value by providing training, resources, and ongoing support.
- Delivered product demonstrations, training sessions, and educational webinars for legal professionals.
- Increased customer confidence through proactive education and strategic support.
- Managed approximately 50+ emails, 10+ calls and 5+ meetings per week in the legal market.
Senior Customer Success Manager
Social Discovery Corp
10.2018 - Current
- Led client onboarding processes, guiding new customers through platform setup, integrations, best practices, and successful implementation.
- Conducted regular training sessions for team members on best practices in customer engagement and support.
- Proactively engaged with customers through regular check-ins, account reviews, and follow-ups to increase engagement and identify growth opportunities.
- Increased customer adoption by educating clients on product features, use cases, and strategies for achieving better results.
- Managed customer inquiries, troubleshooting requests, and escalations while providing timely and effective resolutions.
- Built trust with customers by providing proactive support, strategic guidance, and consistent communication throughout the customer lifecycle.
- Developed and presented customer training webinars for legal professionals, increasing product awareness and adoption by educating users on best practices, use cases, and strategies for maximizing report value.
- Served as a product expert and trusted advisor, helping customers optimize workflows, improve report submissions, and achieve better outcomes through proactive education and support.
- Managed 100+ client accounts.
- Managed 60% of the total revenue of the company.
Education
Bachelor of Science - Criminal Justice
University of North Carolina At Charlotte
Charlotte, NC05.2018
Skills
- Data-driven decision making
- Customer advocacy
- Relationship management
- Webinar hosting
- Customer satisfaction
- Email campaigns
- Account growth
- Client onboarding
- Proficient in Hubspot
Timeline
Legal Liaison
Social Discovery Corp
12.2025 - Current
Senior Customer Success Manager
Social Discovery Corp
10.2018 - Current
Bachelor of Science - Criminal Justice
University of North Carolina At Charlotte
Webinar presentation
Delivered educational webinars for legal professionals, including paralegals and legal associates, focused on best practices for social media investigations and evidence preservation. Educated attendees on identifying relevant social media content, understanding litigation-focused use cases, properly capturing information for court-admissible reporting, and optimizing report timing to maximize investigative results.