I am a customer success professional skilled in onboarding, user adoption, relationship management, Salesforce, data analysis, and driving customer growth and success.

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Experienced Customer Success Manager

👋 Hey, I’m Sasha, and I'm dedicated to driving success and building strong relationships in customer success and data management.

I am incredibly passionate about optimizing customer experiences. Utilizing data analysis and customer feedback, I thrive on designing strategies to enhance user adoption and satisfaction. From managing customer onboarding processes to monitoring metrics for continuous improvement, I find fulfillment in delivering exceptional customer outcomes.

With over 2.5 years of experience in customer success at an education tech company, I've honed my skills in nurturing client relationships and driving customer satisfaction. I excel in leveraging technology and data to tailor solutions that meet the unique needs of each customer.

My commitment to learning and growth led me to pursue challenging opportunities, including the Praxis program. Through this experience, I honed my skills in software tools like Mailchimp, Drift, Canva, as well as Salesforce and Outreach, which were instrumental in my role at Top Hat/Aktiv Learning. This further enhanced my ability to drive customer success through innovative solutions.

If you're seeking a team member who's passionate about driving customer success through data-driven strategies and continuous improvement, let's connect!

What I can do for you:

• Drive Product Adoption: Facilitate seamless onboarding and training for customers, ensuring they fully integrate the product into their workflows and realize its full value.
• Build Strong Customer Relationships: Establish trust-based relationships with clients, acting as their main point of contact and ensuring a high level of customer satisfaction and loyalty.
• Optimize Onboarding and Renewals: Utilize Salesforce to manage and track customer onboarding, renewal data, and key metrics, ensuring smooth transitions and high renewal rates.
• Data-Driven Decision Making: Analyze customer data using tools like Google Sheets and Salesforce to identify trends, risks, and opportunities for growth, and proactively address customer needs.
• Maximize Customer Retention: Develop and implement personalized success plans, helping clients achieve their goals while identifying upsell and cross-sell opportunities.
• Cross-Functional Collaboration: Work closely with sales, product, and support teams to advocate for customer needs and align on strategies that enhance customer experience and outcomes.
• Efficient Project Management: Manage multiple tasks and timelines effectively, ensuring consistent communication and project completion to exceed customer expectations.
• Customer Health Monitoring: Track customer engagement, satisfaction, and success metrics, taking action to resolve any issues early and maintain a high customer retention rate.
• Email and Marketing Campaign Expertise: Skilled in creating targeted email marketing campaigns and sequences using platforms like Outreach and Mailchimp. I can also design compelling marketing materials and campaigns with Canva and Facebook Ads Manager, driving customer engagement and product adoption.

<aside> 👇 Below are some of my top projects, tech tools, and experiences on display!

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📜 Projects

High School/College Account Renewal and Retention Project

In my role as the sole Customer Success Manager for over 200 high school and college accounts at Aktiv Learning/Top Hat, I led a major project aimed at exceeding student retention and renewal targets during a critical renewal season. Tasked with retaining 65,000 students, I not only met the goal but exceeded it by retaining 70,000 students across our high school accounts, adding thousands of additional students and increasing overall retention rates.

To achieve this, I implemented a highly organized, data-driven approach using Salesforce to track onboarding, engagement, and renewal metrics for each account. I focused on nurturing relationships with educators, providing personalized support through regular check-ins, and conducting tailored training sessions to enhance product usage and satisfaction. My focus was on ensuring teachers fully integrated our solutions into their daily workflows, driving long-term adoption and student engagement.

When a critical system update caused the auto-sync grade feature to fail, affecting multiple classes, I demonstrated my commitment to our teachers and students by taking immediate action. I personally compiled a detailed list of every account impacted by the issue and manually synced grades for each class to ensure a seamless experience for all educators. This proactive response not only minimized disruption but strengthened trust with our customers, showing them we were invested in their success.

Through this project, I consistently exceeded retention goals, leveraged strong relationships, and implemented solutions that ensured customer satisfaction, leading to long-term renewals and increased student engagement across our platform.

I designed Instagram ads for Water Buffalo

📱 I created Instagram ads for Water Buffalo in order to extend their reach on the platform and to better reach their target audience.

I create, market, and run a podcast: The Square Table Discussion

🎙️ I record, edit, and market a podcast with Facebook ads and SEO, where I interview professionals in marketing and operations, all while detailing how others can create a podcast themselves.

I operate a university orientation program at George Mason University called Project Peak

🏕️ I learned how to use Google Sheets while planning and leading camping trips for a university, learning how to budget, schedule, manage, and create procedures. The purpose of the program is to help students learn more about the university, discover leadership opportunities, transition seamlessly from high school to college, and to have outdoor adventures.

I utilized Mailchimp to create a newsletter for Coastal Baking Co.

🧁 I set up an email newsletter for a bakery, Coastal Baking Co., by converting their Valentine's Day menu into the newsletter in order to quickly inform their customers about their menu changes.