Summary
Overview
Work History
Education
Skills
Timeline
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Charlotte Jauvin

Vancouver

Summary

Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.

Overview

4
4
years of professional experience

Work History

Director, Customer Success & Implementations

Push Operations
01.2025 - Current
  • Lead both Customer Success and Implementations teams, overseeing post-sales strategy and execution
  • Lead all CS operations, including launching our first CSP, Vitally
  • Optimize onboarding workflows, improving time to value and ensuring recurring impact
  • Collaborate with cross-functional teams, including Sales, Product, Support, Engineering and Marketing, to ensure the overall success of Push
  • Own executive-level reporting on customer health, churn risk, and expansion opportunities, enabling data-driven decision-making

Manager, Customer Success

Push Operations
08.2023 - 01.2025
  • Led and coached a team of Customer Success Managers focused on Mid-Market and Enterprise clients
  • Managed the Account Management team, responsible for upsells and expansion strategies, directly contributing to revenue growth
  • Developed and optimized customer health scoring in Vitally, improving predictive insights and retention strategies
  • Partnered with Sales and Partnerships to drive customer referrals and strategic expansion opportunities
  • Implemented data-driven playbooks and automation to scale customer success processes efficiently

Mid-Market Customer Success Manager

PartnerStack
07.2022 - 08.2023
  • Managed a book of business of 40 B2B SaSS companies, representing just over 1 million in ARR with exceptional renewal rates
  • Met with clients bi-weekly as their strategic advisor to train them to use the software to effectively scale reseller, referral and affiliate partnership channels
  • Continuously identified upsell opportunities within my book of business
  • Used health scores, revenue, usage rates and responsiveness data to proactively identify risk
  • Worked closely with sales, product, marketing and technical support to advocate and represent the voice of my clients

Principal Customer Success Manager

Bench Accounting
06.2022 - 07.2022
  • Responsible for managing a portfolio of Bench’s highest value clients while specializing in process building, mentoring and training.
  • Developed training materials for effective onboarding and client education.
  • Optimized client communication processes to streamline updates and service modifications.

Senior Customer Success Manager

Bench Accounting
07.2021 - 05.2022
  • Identified a need for a trusted advisor to own the client experience after the point of sale
  • Managed a portfolio of Bench's highest value clients while focusing on their needs and goals and monitoring engagement
  • Hired and mentored junior CSMs
  • Continuously shared feedback to the top of the funnel to help retain clients long term
  • Trained the bookkeeping team and onboarding team client facing best practices and escalation prevention methods

Account Executive

Bench Accounting
01.2021 - 07.2021
  • Inbound and outbound AE for our largest partnership channels while mentoring SDRs
  • Continued to demonstrate effective partner management and represent Bench graciously and professionally to our largest partners
  • A natural tendency to strive for continuous client happiness post-sale
  • Consistently exceeded targets while carrying an empathic sales approach
  • As an Account Manager, increased revenue from our current client base by referring to partners or upselling on additional services

Education

Bachelor of Commerce -

University of Victoria
01.2018

Skills

  • Strategic planning
  • Team leadership
  • Cross-functional collaboration
  • Customer retention
  • Revenue growth
  • Project oversight

Timeline

Director, Customer Success & Implementations

Push Operations
01.2025 - Current

Manager, Customer Success

Push Operations
08.2023 - 01.2025

Mid-Market Customer Success Manager

PartnerStack
07.2022 - 08.2023

Principal Customer Success Manager

Bench Accounting
06.2022 - 07.2022

Senior Customer Success Manager

Bench Accounting
07.2021 - 05.2022

Account Executive

Bench Accounting
01.2021 - 07.2021

Bachelor of Commerce -

University of Victoria

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Charlotte Jauvin