Laura Pastor
Toronto,Canada
Summary
Results-oriented Customer Success Manager and Leader with proven expertise managing enterprise customers and guiding teams. Skilled at leading strategic initiatives, resolving complex challenges, and fostering collaboration with both customers and colleagues that drives customer satisfaction, retention, and revenue growth.
Overview
2026
2026
years of professional experience
Work History
Enterprise Customer Success Manager
Riverside.fm
03.2025 - Current
- Manage a book of over 2.5 million in ARR consisting of customers like Google, Amazon, ESPN, Yahoo, Medtronic etc.
- Own all aspects of the CS journey. Meeting and surpassing NRR. 100% of all new accounts fully activated within first 30 days. Hit 122% NRR in latest quarter.
- Conducting regular account reviews, identifying areas of improvement and implementing action and/or success plans accordingly for the customer.
- Developed and owned creating the QBR deck as it did not exist prior to joining the team.
Customer Success Team Lead
BioRender
02.2024 - 03.2025
- SME for the SMB team, ensuring SFDC data hygiene and timely execution of customer onboarding, renewals, and QBRs through weekly 1:1s.
- Manage performance and growth for 4 direct reports overseeing $3.57M in ARR across 480 accounts, achieving 25.64% growth and 98% retention in FY25.
- Partner closely with the Senior Manager to drive team meetings, own onboarding new hires, run culture initiatives, and optimize weekly forecasting and KPI progress tracking.
- Supported record achievement of $1M in expansion ARR across SMB segment.
- Provide coaching and mentorship across the whole CS team and collaborate with leadership to implement data-driven strategies across segments.
Senior Customer Success Manager
BioRender
10.2022 - 02.2024
- Managed 70+ accounts across academia, pharmaceutical, and biotech industries- $1.5M portfolio.
- Drove 31% expansion on book of business, contributing to a 126% NRR, while managing 8% of the company’s business before transitioning to Lead role. Achieved over 2022-2024 100%- 98.9% NRR.
- Analyzed customer data to identify trends while owning and delivering on all aspects of the customer journey-kickoff, onboarding, expansion, renewal, QBR’s, negotiation etc.
- Owned creating renewal and review decks for the team and rolling out Success Coaching.
Senior Customer Success Manager
Altus Assessments
04.2022 - 10.2022
- Considered a trusted advisor to Deans and executive members of Admissions managing over 60 accounts.
- Team lead and project manager for account regionalization project for 200+ clients.
- Collaborated with senior leadership cross-functionally to support and execute multiple OKR strategy discussions.
- Responsible for traveling to US partners on campus to discuss best practices, feedback and research opportunities.
Customer Success Manager
Altus Assessments
03.2021 - 04.2022
- Responsible for managing 50+ US university healthcare programs- 1.5M+
- Owned onboarding, resell/ cross-sell opportunities, and QBR presentations with all new and existing partners
- Coordinator for the physical therapy research network- responsible for scheduling meetings with consortium, guiding clients in executing IRB's, DSA's, and MoU's, and gathering program data to support quantitative research
Senior Business Development Representative
Altus Assessments
02.2018 - 03.2021
- Owned full sales process, consistently achieving 100% monthly targets for discovery calls, webinars, and closing small deals. (Promoted to Senior in Feb 2020).
- Led marketing efforts by developing email cadences, creating BDR enablement resources, and building targeted prospect lists for thousands of healthcare and medical school admissions faculties for the team.
- Represented Altus at 5+ in-person conferences annually, exhibiting and generating significant pipeline.
- Took initiative to host multiple value and culture workshops, contributing to the establishment of Altus Assessment's company values.
HRIS Analyst
DB Schenker
2015 - 2018
- Analyzed large data sets. Managing and entering all employee data into the HRIS system.
- Solo traveled to Winnipeg twice to deliver Culture and Value Workshops + Code of Conduct Workshops to the entire office.
- Promoted data governance and stewardship through collaboration with human resources managers- was rehired for 3 summers in a row to complete employee audit.
Education
Bachelor of Science with Honors & Distinction - Kinesiology and Physical Education
Wilfrid Laurier University
Waterloo, ONSkills
- Customer Service Oriented
- Highly analytical and detailed oriented
- Great problem-solver
- Self-motivated
- Highly Empathetic
- Dedicated team player
Awards
Dean’s List- Honors with Distinction, 6 time Canadian Irish Dance Champion, North American Irish Dance Champion, Completed 4 Half Marathons (& counting)., Miss Earth Canada 2021
Timeline
Enterprise Customer Success Manager
Riverside.fm
03.2025 - Current
Customer Success Team Lead
BioRender
02.2024 - 03.2025
Senior Customer Success Manager
BioRender
10.2022 - 02.2024
Senior Customer Success Manager
Altus Assessments
04.2022 - 10.2022
Customer Success Manager
Altus Assessments
03.2021 - 04.2022
Senior Business Development Representative
Altus Assessments
02.2018 - 03.2021
HRIS Analyst
DB Schenker
2015 - 2018
Bachelor of Science with Honors & Distinction - Kinesiology and Physical Education
Wilfrid Laurier University