Customer Success Manager (CSM Transition) with over 10 years of experience in customer-facing leadership, retention strategy, and performance coaching across high-volume, multi-location operations. Proven track record of reducing churn, increasing customer satisfaction, and leading change through data-driven insights, structured onboarding, and proactive engagement. Adept at building strong relationships with diverse stakeholders, aligning teams around customer outcomes, and executing scalable solutions that drive long-term value. Passionate about transforming lives through service excellence and excited to bring my experience to a mission-driven mental healthcare organization.
Direct multi-unit operations with a focus on customer experience, team development, and service consistency; deliver operational excellence and customer satisfaction across 31 locations while developing high-performing teams through targeted coaching and leadership cultivation. Oversee 3 district managers and supported 31 general managers, 31 assistant managers, 31 shift leads, 93 Fast Pass sales associates, and 62 car wash associates. Coach district managers on best practices for interviewing and onboarding new talent. Direct identification and cultivation of high-potential sales associates and transform top performers into sales trainers.
Conduct structured training for general managers on delivering customer-focused service, managing budgets, and maintaining operational excellence. Mentor district managers on performance management, customer-first accountability, and engagement-based retention strategies. Conduct “ride-alongs” with district managers to assess operational challenges. Collaborate with director of operations to drive company-wide sales strategies and align field efforts with corporate objectives.
Led field team operations across SW Washington and Oregon, driving frontline service excellence and client satisfaction while coaching 10-12 managers. Engaged in direct sales efforts by assisting team members in closing deals, inspecting sales procedures, and implementing targeted coaching strategies. Collaborated with senior leadership to analyze customer trends, retention risks, and team performance, driving improvements in service delivery. Maintained direct communication with DOS through weekly strategy calls to analyze performance trends, compare month-over-month/year-over-year growth, forecast sales targets, and discuss territory results, employee performance, and goal-setting initiatives. Oversaw onboarding and development programs for new hires. Identified retention risks and reinforced customer relationships. Developed CX-informed strategies to increase customer acquisition and ensure seamless onboarding experiences.
Exceeded VGA targets by 23.2%, Protech attach rates by 32.7%, CRU targets by 58.1%, and DirecTV close rate targets by 41.6%, with market-leading 91.4% install rate. Exceeded sales targets by 25%+ monthly, with peak performance of 108.3% above target, by implementing strategic sales coaching methods to drove consistent revenue growth. Maintained 97% average audit score. Spearheaded coaching programs focused on service excellence and growth, resulting in 4 internal promotions to management roles.
Exceeded overall target attainment by 63% in 2014, ranking 12th in Pacific Northwest region. Led Digital Life home security sales in 2014, surpassing market averages by 325%. Exceeded 2015 quota by over 200%, which ranked in top 3 in DirecTV sales. Surpassed voice gross add goals by 81.3%, Next Up enrollments by 49.3%, ProTech sales by 32.9%, and tablet and wearable targets by 21.5%. Led CRU business line sales in 2017, which exceeded yearly targets by 213%. Awarded Directors Cut recognition in Q1 and Q3 of 2016, ranking among top 7 sales associates in Washington and Oregon. Secured 237-line business deal consisting of voice, tablet, hotspot, and wearable activations, which surpassed gross add targets by 125%+. Maintained 96.3% customer satisfaction rating while consistently surpassing sales targets.