Samara Laskin
Naples,FL
Summary
Experienced SaaS leader with a demonstrated history of working in the tech industry. Skilled in Customer Success, Sales, Hospitality, Strategic Partnerships, Management, Data Acquisition and Operations. Strong product liaison who has helped build and support various Enterprise platforms and offerings.
Overview
10
10
years of professional experience
Work History
Director, Customer Success
Zywave
07.2021 - Current
- Responsible for health, adoption, and revenue growth of Zywave's SMB, Mid-Market, HCM, and Digital segments totaling $73 million in revenue
- Build out SMB, MM, HCM team structures and career pathing
- Establish cohesive vision and plan for how Zywave delivers exceptional service at scale to specific customer segments
- Accountable for both gross and net revenue retention of each team
- Increase cross functional collaboration between CSM Managers and colleagues in Sales, RevOps, Customer Marketing and Product
- Established departmental performance goals and provided feedback for underperforming areas
- Monitored and coordinated workflows to optimize resources.
- Spearheaded innovative approaches to resource allocation and strategic planning
Customer Success Leader, MidMarket & SMB
Zywave
10.2021 - 07.2022
- Lead a growing team of CSMs responsible for mid-market & SMB books of business, totaling $49 million in annual revenue
- Build out new processes, playbooks and efficiencies
- Build and implement mid-touch client engagement model
- Drive teams expansion, retention, product adoption, and customer advocacy within their books of business
- Strategically lead and develop team to enhance performance by setting clear accountable performance measures
- Collaborated with sales and product teams to address customer success objectives
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics
VP, Strategic Partnerships & Customer Success Ops
Basket Savings
09.2019 - 10.2021
- Continue to own Client Success & Data Fulfillment
- Coordinate with CEO in the planning, execution, reporting and management of various projects
- Lead operation activities associated with development and successful execution of strategic partnerships
- Ensures adherence to master plans and schedules, develops solutions to problems, and ensures that projects are completed on time and within budget
- Manage and prioritize projects and processes across departments, functional areas and teams to deliver holistic solutions across the company
- Support overall strategy, long range planning and budgeting
- Identify opportunities to improve processes, drive business operations and augment outcomes in areas such as retention, churn, trial usage, conversion, engagement, subscriber acquisition and customer value
- Lead inbound sales, proposal preparations and support negotiations
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies
VP, Customer Success & Data Mgmt
Basket Savings
02.2019 - 09.2019
- Manage data collection on behalf of clients
- Overhaul data acquisition process
- Develop new training materials for Basket scanners to enhance work quality and retention
- Provide strategy and oversight of Basket scanners
- Ensure missions are designed, completed and measured on-time and on-spec on consistent basis to meet high level of service and fulfillment
- Determine opportunities to collect and synthesize Basket scanner feedback. Be source of expertise for product and engineering teams when designing new features to be used by CMs, and proactively advocate to these teams for critical improvements
- Manage Data Acquisition and Client Success teams
- Continue to own Customer Success and all client deliverables
- Collaborated with senior management to develop strategic initiatives and long term goals
- Monitored industry trends, keeping current on latest changes and competition in industry
Director, Customer Success
Basket Savings
08.2018 - 01.2019
- Hands-on leader supporting adoption of Basket platforms
- Remained highly composed and calm in very fast-paced, stressful and constantly changing environments to provide optimal leadership and achieve desired results
- Identify/drive product expansion opportunities
- Build best in class Client Success Team and processes from ground up
- Establish strong Onboarding through implementation and training
- Manage customer relationships with clients and key stakeholders
- Inspire Customer Success across company
Account Director, Enterprise & Mgr, Client Success
The Knowland Group
04.2017 - 08.2018
- Direct full life cycle of Enterprise customers
- Plan and direct training programs for Enterprise customers
- Drive revenue opportunities with Enterprise customers whenever possible
- Support execution of Executive Business Reviews
- Support, Mentor, and Manage AMs and CSCs in understanding client needs, handling complaints, solving problems, answering product-specific questions, and resolve technical issues with products
- Lead and manage team to ensure customer satisfaction to ultimately drive long term customer retention
- Collaborate with VP and ADs to lead team to provide utmost level of client service
- Own and direct team operational/process projects as needed
- Manage AM and CSC performance through data-driven evaluation and direct, regular coaching/feedback
- Responsible for team admin and coordination: lead meetings, handle escalations, conduct mid-year reviews, etc.
Account Director, ENT & CS Team Lead
The Knowland Group
03.2016 - 04.2017
- Work with CEO and VP Sales to establish new
- Enterprise level product offering
- Work with CEO, VP Sales, VP Product on Enterprise platform beta. Onboarding, train and test with beta clients
- Point person for Enterprise platform training, servicing, and materials
- Direct full lifecycle of Enterprise customers
- Responsible for retention, renewals, escalations of Enterprise customers
- Plan and direct training programs for Enterprise customers
- Drive revenue opportunities and execute EBRs
- Point of escalation for Account Managers and CSCs
- CS representative for trade shows and conferences
- Conduct on-site trainings as needed
- Update and enhance weekly webinar program
CS Team Lead
The Knowland Group
07.2014 - 03.2016
- Account Management Team Lead
- Direct full lifecycle of property level customers
- Plan and direct training programs for property level customers, including in-person training opportunities
- Support and mentor AM team in understanding client needs, handling complaints, solving problems, and serving as liaison for the team
Account Manager
The Knowland Group
02.2014 - 07.2014
- Direct full lifecycle of property level customers
- Plan and direct training programs for property level customers
- Drive revenue opportunities through strategic calls
- Conduct weekly webinars
Sales Manager
The Knowland Group
10.2013 - 01.2014
- Generating new development by responding to incoming leads, cold calling and building portfolio deals
- Resolved customer issues quickly to close deals and boost client satisfaction
Education
Bachelor of Arts - Corporate Communications
College of Charleston
Charleston, SC05.2013
Skills
- Customer Relationship Management
- Critical Thinking and Analysis
- Data Integrity
- Customer Needs Assessments
- Customer Segmentation
- Database Maintenance
- Project Management
- Corrective Actions
- Performance Improvement
Timeline
Customer Success Leader, MidMarket & SMB
Zywave
10.2021 - 07.2022
Director, Customer Success
Zywave
07.2021 - Current
VP, Strategic Partnerships & Customer Success Ops
Basket Savings
09.2019 - 10.2021
VP, Customer Success & Data Mgmt
Basket Savings
02.2019 - 09.2019
Director, Customer Success
Basket Savings
08.2018 - 01.2019
Account Director, Enterprise & Mgr, Client Success
The Knowland Group
04.2017 - 08.2018
Account Director, ENT & CS Team Lead
The Knowland Group
03.2016 - 04.2017
CS Team Lead
The Knowland Group
07.2014 - 03.2016
Account Manager
The Knowland Group
02.2014 - 07.2014
Sales Manager
The Knowland Group
10.2013 - 01.2014
Bachelor of Arts - Corporate Communications
College of Charleston
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