Shaina Wright
Milwaukee,WI
Summary
Analytical professional with extensive experience in customer success and onboarding. Known for leveraging data insights to enhance customer fulfillment and retention through proactive engagement and cross-functional team collaboration.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Customer Success Manager - Onboarding
RepairPal, a wholly Yelp owned company
Remote
02.2025 - Current
- Executed onboarding processes for newly Certified auto shops, ensuring alignment with platform standards.
- Provided hands-on training sessions to clients for optimal platform tool usage.
- Analyzed metrics to identify high-risk accounts and implemented effective retention strategies.
- Conducted monthly Shop Reviews focused on ROI discussion, concern resolution, and renewal promotion.
- Partnered cross-functionally with Product, Sales, and Certification teams to improve product offerings.
- Hosted weekly webinars, educating shops on Partnerships and platform optimization, including scheduling features and warranty programs.
Customer Success Manager
Sayge Coaching
Remote
12.2022 - 05.2024
- Proactively managed account escalations and identified potential churn risks.
- Developed key performance indicators (KPIs) to align with customer expectations and business outcomes.
- Collaborated directly with Coaches, Operations and Sales Ops to ensure precise program customizations.
- Owned agendas for monthly calls and recorded cadence using CRM systems (HubSpot, Vitally, Salesforce).
- Designed and delivered customized educational sessions, increasing client engagement with Sayge’s offerings.
- Implemented strategic plans that significantly improved customer retention and loyalty through proactive outreach.
- Managed internal projects to enhance productivity by organizing client database.
Customer Success Manager
WhipAround
Remote
06.2022 - 12.2022
- Oversaw a portfolio of 120 SMB accounts, including 12 enterprise clients, achieving over $950K in Monthly Recurring Revenue.
- Facilitated monthly health calls with fleet managers to assess project progress and optimization.
- Leveraged deep knowledge of Whip Around app to enhance client satisfaction through feedback collection.
- Analyzed product usage patterns to generate strategic insights that aligned with stakeholder goals.
- Proactively addressed at-risk accounts by negotiating effective solutions to minimize churn.
Senior Customer Support Specialist
HubSpot
Remote
10.2020 - 06.2022
- Consistently exceeded support metrics by handling an average of 14 web tickets and 24 chat tickets daily.
- Expertly guided a diverse range of new customers in understanding HubSpot features.
- Fostered collaboration among internal Engineering and Product teams to meet technical objectives.
- Conducted weekly team Office hours for new HubSpotters, enhancing team skills and knowledge exchange.
Education
Bachelor of Arts - Counseling Psychology
California State University, East Bay
Hayward, CA07-2018
Skills
- Account management
- Customer relationship management
- Customer retention
- Performance metrics
- Data analysis
- Problem solving
- Strategic planning
Certification
Foundations of User Experience (UX) Design, Google, Issued December 2025
Timeline
Customer Success Manager - Onboarding
RepairPal, a wholly Yelp owned company
02.2025 - Current
Customer Success Manager
Sayge Coaching
12.2022 - 05.2024
Customer Success Manager
WhipAround
06.2022 - 12.2022
Senior Customer Support Specialist
HubSpot
10.2020 - 06.2022
Bachelor of Arts - Counseling Psychology
California State University, East Bay