Layla Dougani
Raleigh,NC
Summary
Results-oriented Customer Success Professional with 4 years of experience managing SaaS account portfolios in healthcare, hospitality, and enterprise sectors. Drives customer retention and expansion through strategic relationship management and data-driven engagement. Manages high-volume portfolios while consistently achieving net revenue retention above 100%.
Overview
8
8
years of professional experience
Work History
Strategic Customer Success Manager
Relay
04.2023 - Current
- Achieved 105% net revenue retention across 100 enterprise accounts, including Fortune 500 clients.
- Partnered with executive stakeholders to enhance adoption, retention, and expansion across complex customer environments.
- Co-developed scalable healthcare implementation and customer maintenance program that standardized customer journey and improved onboarding consistency, supporting long-term adoption across growing accounts.
- Collaborated cross-functionally with business development, product, and operations teams to identify expansion opportunities and enhance customer outcomes.
Customer Success Specialist Team Lead
Relay
07.2022 - 04.2023
- Managed 400 SMB hospitality accounts from onboarding to renewal, achieving 102% NRR.
- Supervised team of 3–5 CSSs, developing scalable playbooks to enhance process efficiency.
- Developed onboarding materials for new customers to enhance their experience.
Customer Success Specialist
Relay
09.2021 - 07.2022
- Managed full customer lifecycle activities including onboarding, training, adoption, retention, and renewals.
- Nurtured relationships with stakeholders at all levels and conducted business reviews to drive KPI alignment and improve retention.
- Acted as subject matter expert for product features, led new hire training, and influenced product development through feedback.
- Analyzed customer usage data to identify adoption trends and inform retention strategies, proactively mitigating churn risk.
Office and Corporate Accounts Manager
Excel Body Fitness
04.2020 - 09.2021
- Oversaw sales operations, coordinating lead generation, and client accounts to support revenue growth.
- Administered Mindbody CRM and scheduling platform, serving as primary troubleshooting contact.
- Cultivated strong client relationships, resulting in improved retention and satisfaction.
Corporate Accounts Coordinator
Excel Body Fitness
05.2018 - 04.2020
- Coordinated corporate wellness programs, managing invoicing, vendor relations, and customer communications to ensure smooth operations.
- Developed training materials, newsletters, and campaigns to enhance onboarding and engagement initiatives.
- Assisted in developing marketing materials for promotional campaigns.
Education
Masters of Business Administration - Certificate in Marketing
East Carolina University
Greenville, NC08-2023
Bachelors of Music - Vocal Performance
Furman University
Greenville, SC05-2018
Skills
- Account strategy
- Customer journey optimization
- Customer retention
- Stakeholder management
- Cross-functional collaboration
- Data analysis
Timeline
Strategic Customer Success Manager
Relay
04.2023 - Current
Customer Success Specialist Team Lead
Relay
07.2022 - 04.2023
Customer Success Specialist
Relay
09.2021 - 07.2022
Office and Corporate Accounts Manager
Excel Body Fitness
04.2020 - 09.2021
Corporate Accounts Coordinator
Excel Body Fitness
05.2018 - 04.2020
Masters of Business Administration - Certificate in Marketing
East Carolina University
Bachelors of Music - Vocal Performance
Furman University