RANDALL BAZLEY
Houston
Summary
Results-oriented Customer Success professional with expertise in managing client lifecycles and delivering impactful onboarding experiences. Adept at collaborating with cross-functional teams to resolve issues and optimize service delivery for SaaS accounts. Committed to leveraging analytical insights to improve customer outcomes and drive sustainable growth.
Overview
6
6
years of professional experience
Work History
Client Onboarding Manager
International SOS
Houston
01.2026 - Current
- Led end-to-end onboarding for 6 new SaaS clients, aligning implementation to business objectives and accelerating time-to-value.
- Partnered cross-functionally with Sales, Product, and Customer Success to support successful handoff and ongoing account growth across SaaS accounts.
- Drove account expansion for 60% of newly onboarded clients by identifying opportunities for increased product utilization and aligning services with evolving customer needs.
- Delivered customer-facing training and enablement sessions leveraging SaaS-based digital tracking and risk intelligence tools, driving product adoption and empowering stakeholders to maximize platform value.
- Built and managed relationships with key stakeholders, including executive sponsors, to align service delivery with organizational goals.
- Monitored onboarding progress and tracked milestones, proactively communicating updates to enhance client experience.
- Analyzed early customer engagement and onboarding feedback to identify risks and improve processes, strengthening long-term retention outcomes.
- Drove the development of scalable onboarding workflows and standardized best practices, enhancing consistency and optimizing efficiency across the entire customer lifecycle.
Client Delivery Specialist
International SOS
Trevose
01.2024 - 01.2026
- Acted as Client Success Partner (CSP) for 4 high-risk accounts, successfully mitigating churn and achieving 100% retention through proactive engagement and issue resolution.
- Managed a portfolio of 200 SaaS client accounts, delivering high-touch support and owning customer experience across critical service interactions.
- Collaborated with cross-functional teams to resolve escalations and enhance service outcomes, strengthening client relationships in high-pressure situations.
- Met and exceeded service KPIs and quality standards consistently in fast-paced, 24/7 global support environment.
- Drafted 10 executive-level client communications for high-value accounts, ensuring clarity and alignment with client expectations.
- Selected for a one-month international assignment in London, UK, supporting CSPs on account retention and growth initiatives across key client accounts.
International Operations Coordinator
International SOS
Trevose
11.2020 - 01.2024
- Coordinated global service delivery in complex, compliance-driven environments.
- Liaised between customers and internal teams to resolve operational and technical issues, enhancing service delivery.
- Managed multiple concurrent customer engagements in fast-paced environment, ensuring high service quality.
- Supported customers in navigating systems and workflows, improving user adoption and engagement.
- Contributed to process improvements that enhanced operational efficiency and scalability.
Education
Masters - Corporate Communication
Pennsylvania Western University
California, PA05-2024
Bachelors - Science in Marketing
West Chester University of Pennsylvania
West Chester, PA12-2018
Skills
- Customer Success Platforms
- Client Relationship Management
- Product Adoption
- Client education
- SaaS implementation
- Project Management
- Project planning
- Workflow optimization
- Data Analysis
- CRM software proficiency
- Stakeholder management
- Cross Functional Collaboration
- Presentation delivery
- Problem-Solving
Accomplishments
- Recognized for Retaining High-Risk Accounts: Appointed as Client Success Partner (CSP) for four high-risk accounts; mitigated churn, retained 100% of clients, and expanded account value, resulting in formal recognition in 2025.
- Assisted CSP Team in London, UK: Chosen for a one-month engagement in London, UK in 2025 to support Client Success Partners; delivered measurable impact across 25 SaaS accounts, earning recognition for driving account performance and growth.
- Hosted Platform Webinar: Led a client-facing platform training webinar with 200 attendees in 2025, driving product education and adoption; received recognition for session quality and impact.
- Recognized for assisting with retaining a high-net worth client: Earned recognition from the Head of Client Success for contributing to the successful retention of a strategic $800K client account in 2024.
Timeline
Client Onboarding Manager
International SOS
01.2026 - Current
Client Delivery Specialist
International SOS
01.2024 - 01.2026
International Operations Coordinator
International SOS
11.2020 - 01.2024
Masters - Corporate Communication
Pennsylvania Western University
Bachelors - Science in Marketing
West Chester University of Pennsylvania