Lisa Plasky

Melvindale

Summary

Customer Success Leader with 10+ years driving customer satisfaction, retention, and product adoption in SaaS and technical support environments. Skilled in full customer lifecycle management, onboarding, usage analysis, and cross-functional collaboration with Sales, Product, and Engineering. Recognized for 99% CSAT, leading teams, and creating scalable processes, knowledge bases, and training programs that enhance client and internal team success.

Overview

years of professional experience

Work History

Lead Customer Success Specialist (Remote)

Sensi.ai

Austin, TX

04.2018 - Current

Industry: Manufacturer of Virtual In-Home Care Medical Devices

Reports to: VP of Customer Success

Manage end-to-end customer lifecycle, including onboarding, live training, account retention, and support (~50 tickets/day via HubSpot, email, chat, phone).
Maintain a 99% CSAT through proactive, empathy-driven support.
Partner with Sales to qualify leads and deliver product demos, driving adoption and revenue growth.
Conduct client usage analysis to identify trends and optimize engagement.
Develop Knowledge Base articles, user guides, and training materials, improving self-service and internal team efficiency.
Troubleshoot technical issues and escalate complex cases to engineering or product teams.

Achievements:

Employee of the Quarter: 2019, 2021, 2023, 2024
Multiple verbal and written customer commendations for outstanding service

Client Success & Tech Support Specialist (Remote)

Michael Management Corporation

New York, NY

04.2014 - 04.2018

Industry: Online SAP Training SaaS Company

Reported to: Owner/CEO

Delivered technical and customer support via Zoho Sales IQ, Zendesk, VoIP, Skype, and Slack, consistently earning 4–5 star customer feedback.
Managed Zoho CRM accounts, subscription setups, billing, invoicing, and fraud prevention.
Conducted live training demos, webinars, and team presentations to drive SaaS adoption.
Assisted with sales, upselling, and SaaS agreements, contributing to revenue growth and retention.
Monitored and improved NPS, CSAT, and CES metrics to optimize engagement.

Achievements:

Supported high-value accounts, improving adoption and client success
Consistently received top customer feedback ratings

Education

Bachelors - Business Administration

Baker College of Allen Park

Allen Park, MI

06-2017

Skills

Customer Success & Account Management: Client Onboarding Customer Retention SaaS Account Management Stakeholder Management Sales & Upselling

Customer Support & Technical Expertise: Help Desk & Ticketing Escalation Management VOIP/Chat/Email Support Technical Troubleshooting Knowledge Base Development

Timeline