Nicholas Monroe
Cape Coral,United States
Summary
Results-driven Customer Success Manager experienced in managing strategic client relationships and enhancing customer engagement across SaaS, CRM, and dealership operations. Skilled in partnering with executive stakeholders, driving customer adoption, streamlining workflows, and leading cross-functional teams to achieve measurable business outcomes and foster long-term customer partnerships.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
LeadHelm
07.2025 - Current
- Manage a portfolio of dealership clients, serving as the primary point of contact to ensure long-term success, customer satisfaction, and business growth.
- Partner with dealership owners, general managers, and sales leadership to optimize lead management processes and improve sales performance through strategic CRM utilization.
- Consulted with clients to identify operational challenges and implemented best practices that enhanced customer engagement.
- Led customer onboarding and platform implementation while providing ongoing training to facilitate successful adoption of LeadHelm's software.
- Monitored performance across a portfolio of 11+ dealership clients, delivering data-driven recommendations that improved lead management processes and strengthened long-term customer retention.
- Collaborate cross-functionally with Sales, Operations, and Technical Support teams to resolve complex customer issues while maintaining a high level of client satisfaction.
- Built long-term relationships with key stakeholders through regular business reviews and identified opportunities for account growth.
- Mentor and train new Customer Success team members on CRM functionality, customer communication strategies, and internal processes to improve team consistency and service quality.
- Serve as the voice of the customer by communicating client feedback to internal teams, contributing to continuous product and process improvements.
Meat Cutter
Publix Super Markets
Cape Coral, United States
04.2024 - 07.2025
- Maintained high standards of quality, food safety, and inventory management in a fast-paced retail environment.
- Delivered exceptional customer service by assisting customers with product recommendations and custom orders.
- Collaborated with team members to ensure efficient daily operations and customer satisfaction.
Sales Manager/Service Writer
SOUL REBEL CYCLES LLC
Cape Coral, United States
09.2023 - 03.2024
- Analyzed market trends to inform product offerings and promotional strategies.
- Cultivated customer relationships, driving repeat business and loyalty initiatives.
- Assisted customers with service inquiries and vehicle maintenance recommendations.
- Coordinated service appointments and followed up with clients to enhance satisfaction.
- Collaborated with technicians to determine service needs for each vehicle.
- Resolved customer complaints promptly, achieving high satisfaction rates.
- Promptly responded to customer inquiries via phone, email or in person.
BDC Agent
Adamec Harley-Davidson of Jacksonville
Jacksonville, Florida
12.2022 - 08.2023
- Managed inbound and outbound communications to effectively address customer inquiries and support lead engagement.
- Guided customers in exploring product offerings and financing options to facilitate informed decision-making.
- Coordinated appointment scheduling for sales consultations to optimize sales team availability and customer access.
- Generated follow-up communications to ensure customer satisfaction and retention.
- Collaborated with sales teams to streamline lead generation processes.
- Greeted customers, identified their needs and provided appropriate solutions.
Digital Team Lead
Digital Lead Performance
Ft Myers
06.2021 - 12.2022
- Multi-Location Oversight: Managed digital lead operations for 10-15 Powersports and Harley-Davidson dealerships simultaneously.
- Team Leadership:Led a team of 10–12 customer success representatives supporting 10–15 dealership clients simultaneously..
- Implemented process improvements that enhanced workflow efficiency and effectiveness.
- Facilitated regular team meetings to align on project updates and share actionable insights.
- Trained new staff in processes and procedures to ensure consistent team performance.
- Delegated daily tasks to team members to optimize group productivity.
- Delegated tasks appropriately according to individual skill sets.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team progress and enforced deadlines.
Member Advocate
Suncoast Credit Union
01.2019 - 05.2021
- Resolved member complaints and issues while fostering positive relationships through professionalism and care.
- Assisted members with account inquiries and transactions, ensuring prompt and accurate service.
- Promoted digital banking tools to enhance member convenience and engagement.
- Responded to member inquiries and requests for services via phone, email, and in person.
- Maintained accurate records of member interactions and communications to support effective follow-up and service quality.
Pharmacy Technician
Publix Super Markets
North Fort Myers, United States
05.2015 - 01.2019
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses, ensuring accuracy and adherence to safety protocols.
- Dispensed medications accurately to customers under pharmacist supervision.
- Compounded medications according to established protocols and guidelines.
- Educated patients on proper medication usage and potential side effects.
- Assisted customers with prescription inquiries and medication information, enhancing understanding and compliance with treatment plans.
- Collaborated with healthcare professionals to resolve prescription issues effectively.
- Managed inventory levels and coordinated timely restocking of pharmaceutical products, minimizing shortages and ensuring availability for patient needs.
- Operated pharmacy software for processing prescriptions and managing records.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
Skills
Customer Success
- Client Success
- Customer Retention
- Client Onboarding
- Executive Relationship Management
- Customer Advocacy
Business
- Strategic Partnerships
- Business Reviews
- Account Management
- CRM management
- Workflow Optimization
Technical
- Mondaycom
- CRM Platforms such as CDK, DP360, MOTOMATE etc
- Microsoft Office
- Google Workspace
Personal Information
Timeline
Customer Success Manager
LeadHelm
07.2025 - Current
Meat Cutter
Publix Super Markets
04.2024 - 07.2025
Sales Manager/Service Writer
SOUL REBEL CYCLES LLC
09.2023 - 03.2024
BDC Agent
Adamec Harley-Davidson of Jacksonville
12.2022 - 08.2023
Digital Team Lead
Digital Lead Performance
06.2021 - 12.2022
Member Advocate
Suncoast Credit Union
01.2019 - 05.2021
Pharmacy Technician
Publix Super Markets
05.2015 - 01.2019