Steven Christopher Mahana
Customer-focused founder and business operator with 9+ years of experience building long-term client relationships, driving customer retention, managing recurring revenue programs, and scaling business growth. Proven track record of growing a business from $10K/month to $120K/month through customer acquisition, referral growth, membership programs, and exceptional customer experience. Built and managed a recurring-revenue business serving 1,000+ clients while maintaining a perfect 5-star reputation across Google, Yelp, and Vagaro. Trusted by attorneys, healthcare professionals, executives, business owners, and more than 400 professional athletes. Experienced in customer lifecycle management, customer retention, account growth, operational leadership, and business development.
Seeking to transition into a Strategic Customer Success or Account Management role where relationship building, customer outcomes, and revenue growth are key success drivers.
Work History
FOUNDER | CUSTOMER SUCCESS & OPERATIONS LEADER
9 Years 5 Months- Founded and scaled a customer-focused wellness business, growing monthly revenue from $10K to $120K through customer retention, recurring revenue programs, referral growth, and relationship-driven business development.
- Managed the full customer lifecycle, including acquisition, onboarding, retention, re-engagement, and long-term relationship management.
- Built trusted relationships with a diverse client base including attorneys, healthcare professionals, executives, business owners, and professional athletes.
- Developed and managed a recurring membership program that increased customer loyalty, retention, and lifetime value.
- Identified customer needs and growth opportunities, increasing revenue through memberships, referrals, service expansion, and relationship-based engagement.
- Maintained a perfect 5-star reputation across multiple platforms through proactive communication, issue resolution, and customer advocacy.
- Leveraged customer feedback and operational metrics to improve customer outcomes, service delivery, and business performance.
- Managed scheduling, billing, payroll, marketing initiatives, customer communications, and day-to-day business operations.
- Created scalable workflows and operating procedures that supported significant business growth while maintaining a high-quality customer experience.
- Coordinated and supported team members while maintaining operational consistency and service standards.
OFFICE MANAGER
2 Years- Interviewed, hired, and onboarded employees to support organizational growth and operational needs. 3x the staff sized in under 2 years.
- Developed workflow documentation and process improvements that increased efficiency and consistency.
- Conducted employee performance reviews and provided ongoing coaching and development support.
- Managed inventory, vendor coordination, and administrative operations.
- Supported daily business operations through communication, documentation, scheduling, and process management.
Education
Licensed Massage Therapist - Nevada
Physical Therapist Assistant - PTA License
Associate of Science - Exercise Science
Skills
Accomplishments
- Scaled monthly revenue from $10K to $120K through customer retention, referral growth, recurring revenue programs, and service expansion initiatives.
- Acquired, onboarded, and served 1,000+ clients while maintaining long-term customer relationships and exceptional customer satisfaction.
- Maintained a perfect 5-star reputation across Google, Yelp, and Vagaro with no negative reviews.
- Developed and managed a membership-based recurring revenue program that increased customer retention and customer lifetime value.
- Built trusted relationships with attorneys, healthcare providers, executives, business owners, and 400+ professional athletes.
- Managed the full customer lifecycle from acquisition and onboarding through retention, re-engagement, and long-term account growth.
Certification
- Business Growth Certificate
Professional Ethics, Roles and Boundaries Certificate
Creating an Environment for Learning Certificate
Cultural Diversity Certificate
Languages
CLIENT & INDUSTRY EXPERIENCE
- Served more than 400 professional athletes across mixed martial arts, football, baseball, Brazilian Jiu-Jitsu, and other professional sports.
- Built long-term relationships with attorneys, healthcare professionals, executives, business owners, and high-performing professionals.
- Coordinated care and communication involving personal injury lien cases and professional referral relationships.
- Maintained strict confidentiality while working with high-profile and professional clientele.