Lauren Sterwerf
Middletown
Summary
Dynamic leader with a strong background in change management and customer journey creation, delivering a 20% increase in Net Revenue Retention at Babbel. Proven ability to drive learner engagement by 96%, leveraging coaching skills and Salesforce expertise to enhance customer success strategies. Strong focus on fostering partnerships that promote sustainable growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Head of Customer Success and Learner Success
Babbel
01.2023 - Current
- Spearheaded the global transformation of the customer journey, enhancing both customer satisfaction and partner value, leading to significant improvements in retention and expansion
- Created and implemented scalable onboarding strategies for learners and administrators, ensuring strong engagement and seamless integration, driving long-term customer success
- Optimized renewal pipeline visibility, introducing more advanced deal stages that improved forecasting accuracy by 20%, contributing to more reliable revenue projections and decision-making
- Aligned Business KPI's to customer team process and goals to create more visibility
- Drove a 96% increase in learner engagement by developing tailored success packages on a global scale, reinforcing customer loyalty and strengthening a market differentiator
- Exceeded Net Revenue Retention Targets, achieving a 20% increase and surpassing 100% NRR for 2023 and 2024
- Team made up of: Mid-Market, Enterprise and Strategic Accounts
Manager, Customer Success
Newsela
09.2018 - 12.2022
- Increased cross-functional organization capacity by fostering collaboration on common goals, resulting in an increase in expansion goals and improved customer satisfaction
- Implemented monthly engagement strategies to help get our customers engaged but also to ensure strong ROI
- This lead to 90% retention rates
- Deployed interaction plans by customer segments to ensure strong and consistent product adoption and proven ROI
- Hired and grew top performers
Account Manager
Hobsons
04.2014 - 09.2018
- Delivered engaging and polished presentations to build connections with customers and ensure retention
- Negotiated contracts to ensure retention and upsell/growth
- Liaised with external customers and internal departments to provide and gather information enabling customer requirements to be met
- Facilitated client satisfaction and renewed customers to drive growth
- Achieved quote YoY ($2 MM ARR)
Education
BS - Organizational Leadership
Wright State University
Dayton, Ohio06.2010
Skills
- Change Management
- Customer Journey Creation
- MEDDPICC Sales Certified
- Coaching and Hiring
- Salesforce
- Hubspot
- Gainsight
- Vitally
- Enterprise Account Management
- Mid-Market Account Management
- Account Success Plans
Certification
MEDDPICC, 09/22, Fully sales and CS certified both on an individual and manager level within the MEDDPICC sales methodology.
Languages
English
Languages
English
Native/ Bilingual
Accomplishments
- MEDPICC Certified
- Recognized as Account Manager of the Year 2018
References
References available upon request.
Timeline
Head of Customer Success and Learner Success
Babbel
01.2023 - Current
Manager, Customer Success
Newsela
09.2018 - 12.2022
Account Manager
Hobsons
04.2014 - 09.2018
BS - Organizational Leadership
Wright State University
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