Maddie Wolfe
Fort Worth,TX
Summary
Customer Success professional with 3+ years of SaaS experience managing a portfolio of 35 clients representing approximately $500K in ARR. Experienced in onboarding 100+ customers, driving product adoption, monitoring account health, identifying churn risks, supporting renewals, and using customer data to guide retention strategies. Strong background working with retail and healthcare clients, managing escalations, conducting business reviews, delivering customer training, and partnering cross-functionally to improve customer outcomes. Hands-on experience using AI tools and automation to improve customer service and operational efficiency.
Overview
3
3
years of professional experience
Work History
Customer Success Specialist
Audiense
Fort Worth, Texas
07.2024 - Current
- Manage a portfolio of 35 SaaS clients representing approximately $200K in ARR, building relationships across retail, healthcare, and other B2B industries.
- Lead onboarding for new customers and have successfully onboarded 100+ clients, providing product training, implementation guidance, and ongoing support to drive adoption and customer value.
- Monitor customer usage, engagement, and account health to identify churn risks across the client portfolio and proactively address issues before renewal.
- Support all customer renewals by monitoring account health, identifying risks, coordinating internal resources, and helping customers demonstrate continued value from the platform.
- Analyze customer data and product usage to identify adoption opportunities, surface customer needs, and provide actionable insights to improve engagement and retention.
- Conduct business reviews and customer check-ins to evaluate goals, product usage, account health, and opportunities for deeper platform adoption.
- Manage customer escalations by partnering with internal teams to troubleshoot issues, communicate resolutions, and maintain strong customer relationships.
- Develop and use AI tools and automated workflows to streamline team processes and improve the efficiency of customer service and account management.
Retail Track Instructor
My Possibilities
Plano, Texas
09.2023 - 07.2024
- Taught vocational skills related to retail, resulting in five students securing employment in the retail sector
- Developed retail-specific curriculum for adults with disabilities, engaging them at appropriate levels to enhance workforce readiness
- Developed engaging lesson plans tailored to diverse learning needs.
- Facilitated interactive workshops to enhance student participation and collaboration.
- Mentored new instructors to promote effective teaching strategies and classroom management.
Education
Bachelor's Degree - Marketing
University of North Texas
Denton, TX08-2022
Skills
- Customer Success Management
- Customer Onboarding & Implementation
- Account Management
- Product Adoption
- Customer Retention & Renewals
- Churn Risk Identification
- Customer Health Monitoring
- Business Reviews
- Customer Training
- Escalation Management
- Customer Usage & Data Analysis
- Customer Relationship Management
- HubSpot
- Zendesk
- Microsoft Dynamics
- SQL
- Google Analytics
- Google Tag Manager
- AI Tools & Automation
Timeline
Customer Success Specialist
Audiense
07.2024 - Current
Retail Track Instructor
My Possibilities
09.2023 - 07.2024
Bachelor's Degree - Marketing
University of North Texas