Starr Durand Krause
Celina,TX
Summary
Dynamic Senior Manager with a proven track record at T-Mobile, excelling in customer success strategy and retention initiatives. Expert in end-to-end customer lifecycle ownership, I designed scalable frameworks that enhanced user satisfaction and drove significant growth. Adept at cross-functional alignment, I leverage performance metrics to proactively manage risk and ensure client success.
Overview
23
23
years of professional experience
3
3
Certifications
Work History
Senior Manager, Customer Success & Client Operations
T-Mobile
01.2001 - 01.2024
- Built and led high-performing customer success teams for SMB and enterprise portfolios, enhancing support across evolving product lines.
- Owned the full customer lifecycle including onboarding, discovery, engagement strategy, escalation management, and renewals.
- Drove retention and expansion initiatives through customer health scoring, usage data analysis, and feedback loops to proactively address customer needs.
- Designed and implemented scalable CS frameworks, engagement models, and playbooks to drive consistency, retention, and expansion.
- Partnered closely with Sales, Product, and Support to align customer needs with growth strategy and roadmap priorities.
- Managed complex, multi-stakeholder accounts while maintaining a hands-on, builder mindset.
- SELECTED INITIATIVES
- Executed customer success transformation by creating scalable onboarding and engagement processes that increased consistency and visibility, leading to improved long-term retention.
- Customer Health & Risk Frameworks: Implemented customer health scoring, dashboards, and renewal readiness frameworks to proactively identify risk and support revenue outcomes.
- TOOLS & SYSTEMS: Salesforce
- Customer Health Platforms
- BI Dashboards
- CRM & CS Systems
Skills
- Customer success strategy
- End-to-End Customer Lifecycle Ownership
- Retention strategies
- Growth and expansion
- SMB & Enterprise Account Leadership
- Cross-Functional GTM Alignment
- Performance metrics
- Risk Management
- Scalable customer service playbooks
- Operational frameworks
- User satisfaction
Tools And Systems
- Salesforce
- Customer Health Platforms
- BI Dashboards
- CRM & CS Systems
Selected Initiatives
- Customer Success Transformation, Built scalable onboarding and engagement processes improving consistency, visibility, and long-term retention.
- Customer Health & Risk Frameworks, Implemented customer health scoring, dashboards, and renewal readiness frameworks to proactively identify risk and support revenue outcomes.
Core Expertise
- Customer Success Strategy & Org Design
- Retention, Expansion & Renewals
- SMB & Enterprise Account Leadership
- End-to-End Customer Lifecycle Ownership
- Cross-Functional GTM Alignment
- Customer Health, Metrics & Risk Management
- Scalable CS Playbooks & Operating Models
Certification
Licenses & Certifications Section
Customer Success Leader Certification
Issuer: SuccessCOACHING
Status: In Progress
Customer Success Leader Certification
Issuer: SuccessCOACHING
Status: In Progress
Accomplishments
Recognized as a Winner’s Circle honoree for outstanding leadership and customer impact (2022)
Timeline
Senior Manager, Customer Success & Client Operations
T-Mobile
01.2001 - 01.2024