Wheelhouse San Francisco California
Customer Success Manager 2017-July 2019
+ First Dedicated Customer Success hire that increased quarterly retention rate of customer base by 20% within six months.
+ Revamped Wheelhouse site's Knowledge base and Automated CS flows by analyzing common inquiries and trends.
+ Built dashboard to track KPIs around NPS, median response time, and CS effectiveness.
+ Onboarded new and retained current users via live chat, email, phone, and video conference.