Summary
Overview
Work History
Education
Skills
Timeline
Generic
Martha Galewski

Martha Galewski

Scottsdale,AZ

Summary

Dynamic leader dedicated to cultivating collaborative environments that bridge departmental gaps and streamline processes. Proven success in executing strategic initiatives that drive operational excellence and enhance overall performance. Recognized for fostering teamwork and adaptability in response to shifting business landscapes, ensuring alignment with organizational goals. Committed to leveraging innovative solutions to propel team success and achieve measurable results.

Overview

12
12
years of professional experience

Work History

VP, Customer Success

Bola AI
08.2023 - Current
  • Reduced churn by 7% monthly by implementing proactive health monitoring, strategic account reviews, and creating a customer lifecycle roadmap.
  • Increased Net Retention by 24% by building out upsell and expansion processes and strategies.
  • Partnered cross-functionally with Sales, Product, and Marketing to align customer feedback loops, influencing product roadmap and GTM strategy.
  • Launched onboarding programs and increased customer adoption with 30 day time-to-value.
  • Established performance metrics and dashboards (GRR, NRR, logo retention, adoption rates) to monitor and report progress to the board.
  • Introduced customer journey mapping and segmentation, improving tailored engagement strategies across SMB, Mid-Market and Enterprise.
  • Transitioned customer base from monthly to annual contracts, improving retention, cash flow and long-term revenue forecasting.
  • Drove adoption and reduced churn by collaborating with strategic partners to deliver joint customer success initiatives.
  • Implemented automation and self-serve resources (knowledge base, AI chat bots), reducing ticket resolution time by 94%.
  • Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
  • Implemented advanced data analytics tools to drive data-driven decision-making across all levels of the organization, leading to better business outcomes.
  • Directed tech improvements, reducing waste and business bottlenecks.


Manager, Mid- Market & Enterprise Onboarding

Sendoso
08.2021 - 08.2023
  • Led a team of Mid-Market and Enterprise Onboarding Strategists that averaged 105% to goal Q3’21-Q1’23
  • Collaborated with Customer Education and created a self-serve automated scaled Onboarding process for SMB/Commercial customers, increasing profitability while maintaining CSAT score.
  • Reworked Onboarding journey for Mid-Market and Enterprise customers, focusing on adoption and spend,increasing customer retention and expansion over the first year.
  • Reported adoption and spend numbers weekly to VP of Customer Success and COO
  • Focused on Customer Satisfaction and increased customer CSAT score from 4.2 to 4.75
  • 100% retention amongst the team, aligned with organization headcount, Q3’21- present.

Team Lead, Mid-Market & Enterprise Onboarding

Sendoso
01.2021 - 08.2023
  • Managed a book of Onboarding Customers, helping them implement the product.
  • Held weekly 1:1's and book reviews with the Mid-Market and Enterprise team.
  • Conducted interviews and grew the team from 5 Onboarding Strategists to 12.

Onboarding Strategist

Sendoso
01.2020 - 01.2022
  • Helped create a world-class onboarding process from the ground up, that includes customer education, business goals, objective outlines, and strategy adoption across Marketing, Sales, and Customer Success
  • Internally sync with the onboarding team to evaluate trends in spend, time to completion, and adoption of customers across different segments and quickly pivoting if there was a decrease in any metric
  • Train SMB- Enterprise customers on our platform integrations, inventory management, and send execution
  • Strategize with customers on effective campaigns to help decrease time to value
  • Increased customer consumption and spend on the platform by 40% within the first 60 days

Customer Success Manager

Sendoso
09.2019 - 01.2020
  • Mapped out the client organization and built relationships with multiple contacts, with a strong focus on decision-makers within the organization
  • Managed a book of customers by strategically coaching champions across multiple departments on sending strategies to increase ROI
  • Forecasted growth and renewal opportunities
  • 100% retention in Q4 2019

Senior Elite Strategic Client Partner

Yelp Inc.
10.2018 - 08.2019
  • Managed a book of $1.2 million in current advertising spend and helped clients strategically and incrementally increase their spend with Yelp
  • Averaged 225% of a $25,000 monthly quota and 196% of a $29,000 monthly target
  • Brought in 2 million dollars of new revenue for Yelp

Elite Local Client Partner

Yelp Inc.
11.2017 - 10.2018
  • Helped existing clients onboard new locations while growing their existing spend with Yelp.
  • Exceeded Targets monthly while maintaining 90% retention.

Sales Manager

Yelp Inc.
10.2015 - 10.2017
  • Managed a sales team of 13-16 Account Executives
  • Supervised strategy, training, team structure and communication of a sales team
  • Onboarded new Account Executives and coached them to be creative in bringing on new advertisers
  • Conducted weekly phone and onsite interviews to help find new talent

Elite Account Executive

Yelp Inc.
08.2013 - 10.2015
  • Prospected into US markets to sell local advertising to a wide range of industries
  • Managed a pipeline of over 1,000 potential clients
  • Helped open the Chicago office
  • Booked over a million dollars in gross revenue

Education

Executive MBA -

Quantic School of Business & Technology
Washington, D.C.
01.2025

Bachelor of Arts - Political Science

Arizona State University
Tempe, AZ
01.2013

Skills

  • Customer Success Leadership
  • People Development
  • Customer relationship management
  • Segmentation & Lifecycle Design
  • Process Improvement
  • Objective planning
  • Excellent communication skills
  • Change Leadership
  • Bilingual in Polish
  • Operational Excellence

Timeline

VP, Customer Success

Bola AI
08.2023 - Current

Manager, Mid- Market & Enterprise Onboarding

Sendoso
08.2021 - 08.2023

Team Lead, Mid-Market & Enterprise Onboarding

Sendoso
01.2021 - 08.2023

Onboarding Strategist

Sendoso
01.2020 - 01.2022

Customer Success Manager

Sendoso
09.2019 - 01.2020

Senior Elite Strategic Client Partner

Yelp Inc.
10.2018 - 08.2019

Elite Local Client Partner

Yelp Inc.
11.2017 - 10.2018

Sales Manager

Yelp Inc.
10.2015 - 10.2017

Elite Account Executive

Yelp Inc.
08.2013 - 10.2015

Bachelor of Arts - Political Science

Arizona State University

Executive MBA -

Quantic School of Business & Technology

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