MICHAEL LOHMANN
La Mesa
Summary
Experienced Director of Customer Success with a proven track record of driving customer retention, satisfaction, and long-term success. Adept at building and leading high-performing teams, developing scalable success strategies, and fostering strong customer relationships. With deep expertise in troubleshooting complex systems and resolving challenges, I excel in identifying opportunities for growth and proactively addressing customer needs. My ability to translate technical concepts for diverse audiences enables seamless collaboration between internal teams and external stakeholders. Passionate about creating exceptional customer experiences, I am committed to driving strategic initiatives that enhance engagement and maximize value. If you're looking for a results-driven leader to elevate your customer success strategy, let's connect and drive unparalleled success together.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Head of Domain Warming
Sendlane
07.2024 - Current
- Develop and execute domain warming strategies to ensure optimal email deliverability, maintain sender reputation, and prevent spam filtering.
- Establish strong customer relationships by guiding clients through the domain warming process, providing education on best practices, and addressing their concerns to build trust and confidence.
- Optimize client onboarding to reduce churn by ensuring a smooth email ramp-up process, proactively troubleshooting deliverability issues, and providing data-driven recommendations for long-term success.
- Collaborate with internal teams (engineering, compliance, and campaign teams) to monitor IP and domain health, refine domain warming methodologies, and continuously improve email performance.
Senior Customer Success Manager
Sendlane
10.2023 - 07.2024
- Managed customer portfolio consisting of mid-market eCommerce businesses to drive product and service adoption according to business roadmap, all with a focus to retain revenue and minimize churn
- Established high level of technical and business acumen, professionalism and trust across multiple customers
- Developed and helped implement email and SMS marketing strategies to assist clients in reaching their individual marketing goals
- Communicated with customers and internal teams to garner feedback on product usage and potential roadblocks
- Built significant, productive and profitable long-term relationships with key clients in eCommerce email and SMS market using expert customer service skills
- Built strong, personal, relationships with customers as trusted advisor, resulting in customer loyalty
Director of Customer Success
Sendlane
03.2021 - 10.2023
- Built and led a high-performing Customer Success Team, driving revenue growth and enhancing customer satisfaction
- Developed and implemented customized strategies to ensure client success, resulting in increased customer retention and revenue
- Prioritized team member well-being and growth, fostering a supportive and collaborative environment that promoted excellence
- Served as a dedicated point of contact for clients, actively listening to their feedback and continuously improving services
- Maintained strong client relationships, contributing to the growth and success of clients and the company as a leader in eCommerce marketing automation
- Built a customer success team and processes to help usher the CS team to it's next level of evolution
Service Manager
myStromer, AG
07.2018 - 08.2020
- Managed all service documentation, including work orders, employee timecards, and warranty approvals
- Handled escalated customer issues with sound business acumen and focus on customer satisfaction
- Protected staff and customer property through enforcement of all safety regulations and OSHA requirements
- Job duties include: Manage Customer Service and Dealer Support Department, Technical Rep/Training, Shipping and Receiving, Operations, Inside Sales Support
Dealer Service and Technical Support Representative
myStromer, AG
01.2017 - 07.2018
- Job duties include: Customer Service, Dealer Support, Technical Rep/Training, Shipping and Receiving, Operations, Inside Sales Support
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
Assistant Manager Sales/Operations
North County Family Bicycle
04.2016 - 10.2016
- Maintained operational performance with skillful execution of opening and closing procedures
- Coordinated employee schedules to provide adequate staff coverage
- Provided performance and motivational feedback to employees
- Handled escalating problems to improve customer relations, maintain brand loyalty and recapture lost revenue opportunities
- Uphold brand image by maintaining branch cleanliness, approachability and service
- Collaborated with upper management to develop and implement business improvements
Education
Associate in Arts (A.A.) - Film and Video Production
Grossmont Community College
El Cajon, CA06.2010
High School Diploma - undefined
Helix Charter High School
La Mesa, CA06.2006
Skills
- Customer Success
- Engagement
- Retention
- Customer Experience
- Leadership
- Training
- Mentoring
- Problem Solving
- Time Management
- Analytical thinking
- Self motivation
Certification
- Creative Leadership Seminar for Managers, Supervisors, and Team Leaders, Fred Pryor Seminars, 12/01/14
- Eagle Scout, Boy Scouts of America, San Diego, CA, 05/01/06
Timeline
Head of Domain Warming
Sendlane
07.2024 - Current
Senior Customer Success Manager
Sendlane
10.2023 - 07.2024
Director of Customer Success
Sendlane
03.2021 - 10.2023
Service Manager
myStromer, AG
07.2018 - 08.2020
Dealer Service and Technical Support Representative
myStromer, AG
01.2017 - 07.2018
Assistant Manager Sales/Operations
North County Family Bicycle
04.2016 - 10.2016
High School Diploma - undefined
Helix Charter High School
Associate in Arts (A.A.) - Film and Video Production
Grossmont Community College
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