Madisen Leonard
Salt Lake City
Summary
Dynamic Customer Success leader with a proven track record at SOLO LLC, driving enterprise retention and expansion through strategic account planning and cross-functional collaboration. Expert in CRM tools and team mentorship, I consistently exceed KPIs, enhancing customer engagement and delivering measurable growth in high-stakes environments.
Overview
12
12
years of professional experience
Work History
Director of Customer Success
SOLO LLC
UT
12.2024 - Current
- Redesigned the end-to-end customer journey, formalizing lifecycle stages, success motions, and cross-functional workflows to improve retention, adoption, and expansion across all segments.
- Created and implemented company-wide Standard Operating Procedures (SOPs) to define how Customer Success engages with Sales, Product, Support, and Marketing.
- Built a headcount capacity calculator to align team size with customer complexity, ARR, and engagement needs - enabling strategic resource planning and hiring.
- Revamped the onboarding and training program for new CSMs, including structured shadowing, 'day-in-the-life' sessions, and a success rubric that clearly defines what it means to be below, meeting, and exceeding expectations in every CS role - creating transparency and empowering team growth.
- Developed and rolled out a new Strategic Business Review (SBR) deck, driving stronger executive alignment and contributing to measurable gains in expansion and retention.
- Launched the Executive Sponsor Program for top accounts, enhancing C-suite engagement and securing at-risk renewals.
- Introduced scalable success tools including battle cards, customer health reports, and renewal forecast templates, increasing predictability and performance across the team.
- Led Book of Business (BoB) realignment and customer segmentation strategy, ensuring better account coverage and workload distribution.
- Established a CRM hygiene initiative in HubSpot, improving lifecycle tracking, forecasting accuracy, and reporting clarity.
- Acted as a cultural change agent during a period of transformation, fostering a high-performance, customer-obsessed team environment.
Manager of Customer Success
Kenect
UT
06.2023 - 11.2024
- Promoted from Manager of SMB to lead the Enterprise, Large Market, and Mid-Market segments, overseeing strategic growth accounts.
- Directed a team that achieved $2M in upsell revenue within a single quarter by implementing expansion-focused success plans and deepening executive-level engagement.
- Built scalable success playbooks across the customer lifecycle, improving renewal readiness and driving product adoption across diverse verticals.
- Partnered cross-functionally with Sales, Marketing, and Product to ensure customer insights drove upsell strategy and roadmap alignment.
Senior Customer Success Manager
ReliaQuest
UT
06.2022 - 04.2023
- Managed $7.7M in ARR across high-touch enterprise accounts.
- Consistently exceeded KPIs in retention, platform adoption, and customer engagement.
- Identified and nurtured over $1M in expansion pipeline via strategic collaboration with sales.
- Led executive-level QBRs and partnered with customers from analyst to C-suite.
Head of Customer Success
Volkswagen SouthTowne
UT
01.2013 - 01.2022
- Helped open and operationalize three new Volkswagen dealerships - two in Texas and one in Missouri - supporting launches across Sales, Service, and Finance departments.
- Led a multi-location team, traveling regularly between dealerships to manage operations, ensure performance consistency, and support leadership across departments.
- Acted as a key liaison with Volkswagen corporate, aligning local initiatives with national standards, compliance, and brand strategy.
- Implemented and managed CRM systems (VinSolutions, Salesforce, Podium) to optimize customer engagement, retention, and marketing effectiveness.
- Developed a comprehensive training manual adopted across the dealership network to standardize customer success practices.
- Oversaw day-to-day customer operations, escalations, and conflict resolution, contributing to long-term customer loyalty and team success.
Education
Bachelor of Science - Communications
University of Utah
SLC, UTSkills
- Customer Success Strategy
- Enterprise Retention & Expansion
- Cross-Functional Leadership
- Executive Business Reviews (QBRs)
- Contract Fulfillment & SLA Management
- CRM Tools (Salesforce, HubSpot)
- Onboarding & Adoption Programs
- Data-Driven Customer Engagement
- Strategic Account Planning
- Team Building & Mentorship
Websites
Timeline
Director of Customer Success
SOLO LLC
12.2024 - Current
Manager of Customer Success
Kenect
06.2023 - 11.2024
Senior Customer Success Manager
ReliaQuest
06.2022 - 04.2023
Head of Customer Success
Volkswagen SouthTowne
01.2013 - 01.2022
Bachelor of Science - Communications
University of Utah
Similar Profiles
Mattie DeanMattie Dean
Implementation Specialist at Solo LLCImplementation Specialist at Solo LLC
Mattie DeanMattie Dean
Implementation Specialist at Solo LLCImplementation Specialist at Solo LLC
Maya LewisMaya Lewis
Progression Trainer/Data Analysis at Solo LLCProgression Trainer/Data Analysis at Solo LLC
Jayden DueJayden Due
Office Administrative Assistant at On Track Mortgage SolutionsOffice Administrative Assistant at On Track Mortgage Solutions
Perla VegaPerla Vega
Lead Cleaning Specialist at Magic Lady Proffesional CleaningLead Cleaning Specialist at Magic Lady Proffesional Cleaning