SHARON WAJDA
Brunswick,Ohio
Summary
Senior Customer Success Leader with 20+ years of experience driving customer retention, executive partnerships, and business growth. Proven track record leading strategic accounts, increasing adoption, reducing risk, and delivering measurable outcomes through data-driven strategy, consultative leadership, and cross-functional collaboration.
Overview
17
17
years of professional experience
Work History
Senior Customer Success Manager
Lexia Learning
01.2019 - 01.2026
- Consistently achieved 80% renewal rates for a $1.8M portfolio through proactive customer success planning and risk mitigation.
- Led executive business reviews, onboarding, implementation strategies, and adoption initiatives to ensure customer alignment and success.
- Analyzed customer health, usage trends, and business metrics to identify risks and drive measurable outcomes.
- Delivered 100+ executive and customer enablement sessions annually, achieving a 4.9/5.0 customer satisfaction score.
- Created customer-facing playbooks, implementation guides, and strategic success plans to drive adoption and enhance customer experience.
Customer Success & Implementation Manager
Achieve3000
01.2015 - 01.2019
- Leveraged customer health metrics, usage analytics, and performance data to identify at-risk accounts, and mitigate churn, contributing to a 90% customer retention rate.
- Delivered training workshops for 900+ leaders, enhancing user proficiency and engagement.
- Delivered high-impact training workshops for more than 900 leaders, accelerating user proficiency.
- Partnered with Sales to identify expansion opportunities, driving 20% increase in upsell revenue.
- Received Commitment to Excellence Award 2016 for outstanding customer partnership results.
Sales Executive & Strategic Education Consultant
Houghton Mifflin Harcourt
01.2009 - 01.2015
- Designed and delivered customer enablement programs that enhanced product adoption and user proficiency, leading to quicker realization of customer value.
- Developed executive presentations and sales enablement resources that supported a 25% year-over-year increase in regional revenue.
Education
Master of Education -
John Carroll University
Bachelor of Arts - Business Communications & Psychology
Cleveland State University
Post-Graduate Studies - Education/Adult Learning
Ashland University
Skills
- Customer risk management
- Retention management
- Growth strategy
- Business reviews
- Gainsight
- Salesforce
- Data Analytics
- Microsoft 365
- AI Productivity Tools
- Change leadership
- Planning success
- Customer support
Timeline
Senior Customer Success Manager
Lexia Learning
01.2019 - 01.2026
Customer Success & Implementation Manager
Achieve3000
01.2015 - 01.2019
Sales Executive & Strategic Education Consultant
Houghton Mifflin Harcourt
01.2009 - 01.2015
Post-Graduate Studies - Education/Adult Learning
Ashland University
Bachelor of Arts - Business Communications & Psychology
Cleveland State University
Master of Education -
John Carroll University
CAREER HIGHLIGHTS / LEADERSHIP VALUE
- Managed $1.8M ARR portfolio across 80–100 enterprise accounts.
- Delivered 85%+ renewal performance through proactive success planning.
- Generated $300K annual expansion revenue through strategic account growth.
- Earned 4.9/5.0 CSAT while leading 100+ professional learning presentations annually.
- Built executive partnerships that increased adoption and reduced customer risk.
- Collaborated across Sales, Support, Marketing, and Operations to improve outcomes.
AI & DIGITAL TRANSFORMATION
Actively leveraging generative AI to enhance customer success, executive communications, strategic planning, workflow automation, and data analysis. Committed to continuous learning and certifications in emerging AI technologies and customer-facing best practices.