Lauren West
Linkedin.com/in/westlauren/
Summary
Resourceful and dynamic Customer Success Manager with a proven track record in driving customer satisfaction, retention, and revenue growth. Expertise in managing key client accounts, providing onboarding and training, and identifying upselling opportunities within a SaaS environment. Skilled in building strong client relationships and collaborating with cross-functional teams to drive business results. Proficient in Salesforce and data-driven approaches to customer success. Passionate about ensuring clients realize maximum value from products, leading to long-term success and partnership.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
HomeStars
04.2023 - 11.2024
- Managed a portfolio of 500+ key accounts, achieving over 98% retention by proactively addressing client needs and maintaining strong relationships.
- Led 1:1 onboarding sessions for new clients, ensuring smooth adoption of the platform and aligning product features with customer goals.
- Identified upsell opportunities during account reviews, generating $50,000 in new revenue in 2024.
- Acted as the primary point of contact for client issues, resolving escalations and maintaining high satisfaction.
- Leveraged Salesforce to track customer interactions, performance metrics, and sales opportunities, ensuring timely follow-ups and accurate reporting.
Recruitment Coordinator
PeopleScout
06.2021 - 03.2023
- Built strong relationships with candidates and hiring teams, ensuring smooth recruitment processes.
- Managed applicant tracking systems, improving organizational efficiency.
- Assisted with developing recruitment strategies and marketing campaigns to attract top talent, demonstrating strong problem-solving and client management skills.
Business Travel Consultant
Flight Centre
12.2013 - 11.2020
- Surpassed annual sales goals, earning global recognition for outstanding performance (awarded top performer status in 2016, 2017, and 2018).
- Sourced high-quality leads and consistently achieved weekly benchmarks using Salesforce CRM to track performance.
- Negotiated contracts and resolved client concerns to ensure satisfaction and retention, contributing to high customer loyalty.
Assistant Manager
Flight Centre
06.2018 - 05.2019
- Led a high-performing sales team of six, surpassing business objectives through proactive engagement and continuous support.
- Organized and facilitated onboarding meetings for prospective clients, driving new business opportunities.
- Resolved client issues with a focus on retention and satisfaction.
Special Events Marketing Administrative Assistant
City of Toronto
10.2013 - 02.2014
- Evaluated marketing initiatives for Nuit Blanche 2013, tracking engagement and reporting on advertising effectiveness.
- Organized data collection and created detailed reports, enhancing marketing strategies.
Lead Events Assistant
Humber Students’ Federation
08.2010 - 04.2013
- Led event teams, ensuring smooth execution and proactive issue resolution.
- Acted as the primary point of contact for coordinating event logistics, demonstrating strong organizational and communication skills.
Education
Bachelor of Commerce - Hospitality and Tourism Management
Humber College Institute Of Technology And Advanced Learning
Toronto, ON2013
Skills
- Saas Account Management
- Client Relationship Building
- CRM Proficiency (Salesforce)
- Metrics-Driven Results and Goal Acheivement
- Retention and Churn Reduction Strategies
- Upselling and Expansion Opportunities
- Cross-Functional Team Collaboration
- Excellent Communication and Presentation Skills
Technical Skills
- Salesforce (CRM)
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Data Reporting & Analytics
- SaaS Platforms
Notable Acheivements
- Generated $50,000 in upsell revenue at HomeStars by identifying growth opportunities
- Maintained over 98% client retention in a SaaS environment at HomeStars
- Earned global recognition for sales achievements at Flight Centre in 2016, 2017, and 2018
Timeline
Customer Success Manager
HomeStars
04.2023 - 11.2024
Recruitment Coordinator
PeopleScout
06.2021 - 03.2023
Assistant Manager
Flight Centre
06.2018 - 05.2019
Business Travel Consultant
Flight Centre
12.2013 - 11.2020
Special Events Marketing Administrative Assistant
City of Toronto
10.2013 - 02.2014
Lead Events Assistant
Humber Students’ Federation
08.2010 - 04.2013
Bachelor of Commerce - Hospitality and Tourism Management
Humber College Institute Of Technology And Advanced Learning
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