Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Taylor Gregory

Boise,ID

Summary

Experienced and people-driven Customer Success Manager with a strong track record of building long-term client partnerships, driving operational excellence, and supporting business growth through data-informed strategies. Passionate about guiding individuals and teams toward shared success by aligning customer goals with measurable business outcomes.

With years of Leadership, Customer Success & Level 1 certification in Conversational and Emotional Intelligence, I bring a high level of trust-building, conflict resolution, and communication skills to every interaction. I lead a cross-functional book club, contribute to outcome-based playbook development, and actively seek process gaps to improve efficiency and client value.

Known for empowering others, facilitating hard conversations with empathy, and delivering tailored coaching that fuels both retention and customer expansion. I aim to be a catalyst for strategic transformation through collaboration, intentional leadership, and a relentless focus on customer impact

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Success Manager

SQUIRE
11.2023 - Current
  • Oversee a portfolio of 5.5 million dollars of ARR (Annual Reoccurring Revenue) for SQUIRE
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Facilitated successful welcome calls to understand and establish customers goals and create an action plan with adoption of our services to accomplish those goals
  • Spearheaded cross-functional initiatives to resolve complex issues and ensured timely resolution for internal team and our clients.
  • Proactively identified opportunities for upselling and cross-selling by analyzing customer usage patterns and business needs. Increasing product adoption & driving measurable growth in customer lifetime value and retention

Salon Director

Lunatic Fringe Salon
05.2017 - 11.2023
  • Leading revenue-strong business, achieving $1,000,000+ annually by evaluating performance data and crafting growth strategies.
  • Coaching and training dynamic team of 30+ employees to adeptly handle diverse guest needs.
  • Serving as reliable director and leader, propelling operational excellence and customer satisfaction-through data driven KPI goals.
  • Leading revenue-strong business, achieving $1,000,000+ annually by evaluating performance data and crafting growth strategies.
  • Orchestrating exceptional experiences for 50-70 customers daily through strategic leadership and operational finesse.
  • Overseeing employee performance, driving corrective actions, and optimizing efficiency.
  • Proactively manage internal and external communication to promptly address any miscommunications.
  • Spearheading monthly team meetings to foster unity and cohesion.
  • Developed systems and procedures to improve operational quality and team efficiency throughout the whole company.

Education

Bachelor of Arts - Communications

Boise State University
Boise, Idaho
12.2015

Skills

  • Conversational & Emotional Intelligence
  • Cross-Functional Collaboration
  • Account Health Monitoring
  • Cross-Team Alignment & Influence
  • Feedback Loop Creation
  • Turning Tension into Progress
  • Balancing client advocacy with company goals in high-stakes moments

Certification

Foundations of Conversational Intelligence® (C‑IQ) – Level 1 Certified
Completed a neuroscience-based certification focused on fostering trust, deep listening, and high-impact communication. Equipped with practical frameworks to navigate challenging conversations, strengthen client relationships, and drive collaborative outcomes—core to delivering success in Customer Success roles.


Leadership Mindset-LinkedIn Learning

Completed a professional development course focused on cultivating adaptive, inclusive, and growth-oriented leadership. Gained practical strategies for leading through change, fostering innovation, and aligning mindset with effective decision-making and team empowerment.

Timeline

Customer Success Manager

SQUIRE
11.2023 - Current

Salon Director

Lunatic Fringe Salon
05.2017 - 11.2023

Bachelor of Arts - Communications

Boise State University