Jackie Lafrance

Customer Success professional with experience driving customer onboarding, adoption, and retention across SaaS and service-based organizations. Skilled at building trusted relationships, uncovering customer goals, and translating insights into actionable strategies that improve engagement and long-term value. Proven ability to partner cross-functionally to enhance customer experience and support growth.

Seeking a Customer Success Manager role focused on customer outcomes, expansion, and lifecycle ownership.

Associate Commercial Director (Account Executive) - McLean & Company - Toronto, ON

(2025-10)

• Manage a portfolio of prospective clients, building relationships and aligning solutions to their strategic priorities and future business outcomes
• Lead consultative discovery conversations to uncover organizational challenges, positioning recommendations based on long-term value and success potential
• Act as a trusted advisor throughout the evaluation process, guiding stakeholders toward solutions that support sustainable impact post-sale
• Develop a deep understanding of each organization's structure, goals, and pain points to ensure strong fit
• Maintain detailed CRM insights on stakeholder engagement, decision criteria, and risk to inform deal strategy and future account success
• Partner cross-functionally to ensure smooth transition from sale to onboarding setting the foundation for strong customer relationships and retention

Business Development Representative (Creators Team) - CrowdRiff - Toronto, ON

(2025-06 - 2025-08)

• Collaborated with product marketing to refine messaging based on customer pain points and engagement data
• Tested and optimized outreach strategies using performance metrics (open, reply, conversion) to improve customer engagement rates
• Generated qualified opportunities by aligning outreach to customer use cases and value drivers
• Provided feedback loops to marketing and sales on customer needs, objections, and trends

Sales Development Representative (SMB & Mid-Market) - BuildOps - Toronto, ON

(2024-09 - 2025-03)

• Conducted discovery conversations to understand customer workflows, challenges, and desired outcomes
• Partnered with Account Executives to ensure smooth handoff and continuity in the customer journey
• Contributed to pipeline growth by focusing on high-quality, needs-aligned opportunities
• Maintained accurate activity and insights in Salesforce to support customer lifecycle visibility

Project Coordinator (AWR & Construction) - Dexterra - Toronto, ON

(2023-11 - 2024-07)

• Managed timelines, stakeholders, and deliverables to ensure client expectations were consistently met
• Acted as a central point of coordination, improving communication and satisfaction across teams
• Proactively identified risks and resolved issues to maintain project success and client confidence
• Ensured alignment between internal teams and client needs to support successful delivery

Operations Specialist - WhereiPark - Toronto, ON

(2022-11 - 2023-11)

• Led end-to-end onboarding for new partners, ensuring smooth implementation and time-to-value
• Configured accounts and listings to optimize customer experience and usability
• Developed SOPs and onboarding processes to improve consistency, scalability, and efficiency
• Gathered and shared customer feedback to improve workflows and product experience

Customer Success Specialist - WhereiPark - Toronto, ON

(2021-05 - 2022-11)

• Managed inbound customer relationships via phone and email, ensuring timely resolution and positive experiences
• Guided customers through issues and product usage, improving adoption and satisfaction
• Created FAQs and support content to enable self-service and reduce support friction
• Identified recurring issues and partnered with operations to drive process improvements

Bachelor of Arts - Sociology, Psychology, Women & Gender Studies - Wilfrid Laurier University