Tiffany (Tasia) Thompson
Houston,TX
Summary
Certified Customer Success Manager with 20+ years of experience guiding customers through onboarding, adoption, engagement, and long-term success. Skilled in relationship management, retention, communication, value delivery, and proactive problem-solving. Proven track record of increasing engagement by 6×, maintaining 95% customer satisfaction, and supporting customers through structured success plans. Dedicated to helping customers achieve meaningful outcomes with clarity, empathy, and excellence.
Overview
16
16
years of professional experience
Work History
PROGRAM MANAGER (Customer Success Focus)
Empower CDC
Houston, TX
01.2023 - 01.2025
- Guided customers through onboarding, adoption, and long-term engagement.
- Improved program effectiveness by 25% through structured success pathways.
- Strengthened customer relationships with proactive communication and expectations-setting.
- Led check-ins, progress reviews, and early risk identification to maintain retention and outcomes.
FITNESS PROGRAM MANAGER (Customer Success & Engagement)
Team Tasia Fitness
01.2009 - 01.2023
- Managed 100+ customers with a 95% satisfaction rate and 6× engagement growth.
- Designed personalized success plans aligned with customer goals and measurable results.
- Identified risks early using CRM-style tracking and delivered proactive interventions.
- Built high-touch retention strategies through communication, coaching, and community-building.
GROUP EXERCISE MANAGER/ Customer Service (Customer Experience & Retention)
Fitness Connection
01.2009 - 01.2022
- Strengthened customer retention through trust-based relationships and proactive support.
- Drove 20% month-over-month growth via improved engagement and support strategies.
- Resolved escalations quickly to reduce churn and improve customer sentiment.
- Delivered structured, outcome-focused sessions with strong ongoing adoption.
Education
Sports Management & Nutrition -
Lambuth University
Jackson, TennesseeCCSM -
SuccessCOACHING
AFAA -
Certified Group Exercise Instructor
Sales Development Representative Training -
Course Careers
CompTIA A+ -
Technical Institute of America
Skills
- Onboarding and adoption
- Customer engagement and retention
- CRM management
- Churn prevention strategies
- Success planning and value realization
- TTV
- Stakeholder management
- Coaching and mentoring
- Strategic communication
- Conflict resolution techniques
- Presentation skills
- Team collaboration
- Journey mapping and QBRs
- Risk identification and escalation management
- Feedback analysis and process improvement
- Outcome tracking and reporting metrics
- Program management and workflow optimization
- Cross-functional collaboration
Education Certifications
- CCSM - Certified Customer Success Manager, SuccessCOACHING
- AFAA- Certified Group Exercise Instructor, Not Provided
- Sales Development Representative Training, Course Careers
- CompTIA A+, Technical Institute of America
- Sports Management & Nutrition, Lambuth University
Core Skills
Onboarding, Adoption, Customer Engagement, CRM, Retention, Customer Health Monitoring, Churn Prevention, Success Planning, Value Realization, TTV, Stakeholder Management, Coaching, Strategic Communication, Conflict Resolution, Presentation Skills, Team Collaboration, Journey Mapping, QBRs, Risk Identification, Escalation Management, Feedback Analysis, Process Improvement, Outcome Tracking, Reporting & Metrics, Program Management, Workflow Optimization, Cross-Functional Collaboration
Timeline
PROGRAM MANAGER (Customer Success Focus)
Empower CDC
01.2023 - 01.2025
FITNESS PROGRAM MANAGER (Customer Success & Engagement)
Team Tasia Fitness
01.2009 - 01.2023
GROUP EXERCISE MANAGER/ Customer Service (Customer Experience & Retention)
Fitness Connection
01.2009 - 01.2022
Sports Management & Nutrition -
Lambuth University
CCSM -
SuccessCOACHING
AFAA -
Certified Group Exercise Instructor
Sales Development Representative Training -
Course Careers
CompTIA A+ -
Technical Institute of America