Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Work Preference
Websites
Timeline
BusinessAnalyst

Stephanie Claxton

Greater Philadelphia,PA

Summary

Experienced Customer Success professional specializing in B2B/SaaS environments, with expertise in operational efficiency, cross-functional collaboration, and customer health monitoring. Proven record of leveraging data-driven insights to improve client retention and streamline customer success processes. Skilled in training development, customer advocacy, and using platforms like Brevo for proactive communication, and Appcues for satisfaction tracking.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Success Manager

ENEREX
06.2024 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer success team.

Customer Success Operations Manager

EDGE on Demand
09.2022 - 06.2024
  • Enhanced operational efficiency through cross-functional collaboration to automate workflows and close process gaps, aligning customer success with product and support teams.
  • Created a training program for clients and new hires, reducing onboarding time and increasing product proficiency by 30%.
  • Increased customer satisfaction by 20% and retention by 10% through proactive feature updates and change communications, aligning support with evolving client needs
  • Maintained seamless service delivery by resolving client feedback proactively, consistently achieving high client satisfaction.

Customer Success Manager

EDGE on Demand
05.2020 - 09.2022
  • Re-engaged 15+ dormant client accounts, rebuilding relationships and increasing customer satisfaction scores by 20%
  • Developed internal and client-facing documentation, increasing usability and reducing support inquiries by 15%, supporting scalable customer success operations
  • Led cross-functional brainstorming sessions, resolving over 10 complex technical and UX issues, ensuring solutions aligned with client goals

Incident Manager

Comcast
05.2019 - 01.2020
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
  • Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.

Client Support Specialist

Education Management Solutions
06.2017 - 05.2019
  • Resolved technical issues via remote and phone support, minimizing service disruptions and achieving a 90% first-call resolution rate.
  • Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
  • Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.

Education

Bachelor of Science -

Indiana University of Pennsylvania
05.2017

Skills

  • Customer Success Tools: Brevo, Appcues, Trello,
  • Communication Skills
  • Cross-functional Collaboration: Product
  • Cross-functional Collaboration: Sales
  • Cross-functional Collaboration: Support
  • Process Improvement: Workflow automation
  • Customer Satisfaction & Retention: Proactive communication
  • Customer Satisfaction & Retention: Satisfaction tracking
  • Client service optimization

Certification

Certified Customer Success Manager (CCSM), SuccessHACKER, Level 1, 10/21, Level 2, 11/22

Accomplishments

  • Strategic Insights: Leveraged AI to analyzed data trends to identify client pain points and provided targeted solutions, strengthening client satisfaction.
  • Enhanced Efficiency: Leveraged AI to automate meeting follow-ups, task assignments, and client responses, saving 2-3 hours daily and maintaining organized workflows.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Career advancementWork-life balancePersonal development programsHealthcare benefitsPaid time offPaid sick leave401k match

Timeline

Customer Success Manager

ENEREX
06.2024 - Current

Customer Success Operations Manager

EDGE on Demand
09.2022 - 06.2024

Customer Success Manager

EDGE on Demand
05.2020 - 09.2022

Incident Manager

Comcast
05.2019 - 01.2020

Client Support Specialist

Education Management Solutions
06.2017 - 05.2019

Bachelor of Science -

Indiana University of Pennsylvania

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Stephanie Claxton