Taylor Harris
Brockton,MA
Summary
Customer Success Leader with 15+ years building strategic client partnerships that improve adoption, retention, and customer outcomes. Manage customer portfolios, analyze account health, and identify risks and growth opportunities. Lead onboarding, stakeholder engagement, and service delivery improvements aligned to business objectives.
Overview
15
15
years of professional experience
Work History
SERVICE DELIVERY
Aptia
Dedham, MA
01.2024 - Current
- Managed portfolio of 22 client accounts worth approximately $5m in arr, serving as main contact for customer success, retention, and account growth.
- Tracked account health, client engagement, and performance metrics to identify adoption gaps and develop proactive success plans supporting retention and satisfaction.
- Identified at-risk accounts early and carried out retention strategies that strengthened customer relationships and supported 95% customer satisfaction/NPS rating.
- Worked with customers to define success goals, align solutions with business objectives, and support measurable value through stronger operational performance and service results.
- Built strong relationships with executive stakeholders by developing deep knowledge of client workflows, priorities, and business challenges to support long-term success.
- Leveraged customer feedback and account insights to pinpoint process improvements, expand use cases, and enhance value realization.
- Worked across operations, technology, and implementation teams to support smooth service delivery, successful onboarding, and continuity across customer lifecycle.
OPERATIONS MANAGER/LEARNING & DEVELOPMENT
Telus
Canton, MA
04.2012 - 12.2024
- Delivered onboarding, training, and enablement programs that helped drive user adoption, increase customer engagement, and improve satisfaction.
- Provided strategic recommendations and performance insights to leadership and client stakeholders to inform decisions and drive customer success.
- Collaborated with cross-functional teams to assess customer needs and implement solutions that enhanced service performance.
- Reviewed customer feedback, operational metrics, and performance analytics to spot trends, reduce risk, and support continuous improvement.
- Supported enterprise clients and internal stakeholders to advance business goals, enhance customer relationships, and streamline service delivery.
Education
Boston College
01-2003
Rollins College
09-2001
Skills
- Customer success
- Retention strategy
- Account management
- Customer onboarding
- Product engagement
- Risk management
- CRM reporting
- Cross-functional collaboration
- Stakeholder engagement
- Executive communication
- Customer education and enablement
- Relationship building
Timeline
SERVICE DELIVERY
Aptia
01.2024 - Current
OPERATIONS MANAGER/LEARNING & DEVELOPMENT
Telus
04.2012 - 12.2024
Boston College
Rollins College