Laura H

Customer Success Manager with over 3 years of experience helping mid-market and enterprise customers achieve success with SaaS solutions. Skilled in guiding customers through onboarding, optimizing product usage, driving renewals, and ensuring customer satisfaction. Strong communicator, strategic thinker, and trusted advisor with a passion for helping clients succeed.

Customer Success Manager at SmartSearch (2022-05 – Present)

• Managed a book of business with annual recurring revenue of $1.85M, overseeing all aspects of customer success including onboarding, implementations, and coordinating the life cycle from launch to closure.
• Worked directly with our customers to define key objectives and KPIs, offering strategic guidance throughout the customer journey to ensure successful product adoption and improving overall performance.
• Conducted weekly check-ins with customers to provide proactive support, build strong relationships, and drive retention, ensuring alignment with customer needs and continuously identifying up sell opportunities.
• Liaised with Sales, Product, and Engineering teams to communicate customer insights and contribute to the development of new product features.
• Lead quarterly strategic reviews with customers to assess value realization and identify new opportunities for expansion.
• Analyzed and resolved customers complaints and concerns by identifying underlying issues and recommending best practices, resulting in streamlined processes and improved customer satisfaction.

Recruiter at Synergy Direct LLC (2021-03 – 2022-04)

• Led full-cycle recruiting efforts, including warm and cold calling, to source top talent and successfully fill positions across multiple industries, ensuring alignment with client needs and organizational goals.
• Crafted compelling and targeted job descriptions for various sectors, including Healthcare and Information Technology, enhancing the candidate pool and attracting highly qualified applicants.
• Utilized applicant tracking systems (ATS) and social media platforms to strategically source and engage candidates, resulting in a robust pipeline and consistent, successful placements.
• Conducted in-depth initial interviews to assess candidate qualifications and cultural fit, ensuring the selection of top talent for client organizations.
• Presented highly qualified candidates to hiring managers and facilitated continuous communication throughout the recruitment process, ensuring a seamless candidate experience and client satisfaction.
• Managed the new hire compliance process, including coordinating pre-employment physicals, reference checks, background screenings, and documentation, ensuring a smooth and compliant onboarding experience for all new hires.

Certified Nurse's Assistant at Seacrest Village (2017-12 – 2021-02)

• Provided compassionate and effective care to residents, assisting with activities of daily living such as bathing, grooming, oral care, and dressing, while promoting their independence and dignity.
• Monitored patient intake and recorded vital signs, intake, and output to maintain accurate and up-to-date patient records, informing medical staff of any concerning changes in health status.
• Managed patient feeding or observed patient intake, depending on their level of care, adhering to prescribed diets and ensuring proper nutrition and hydration.
• Maintained clean and organized patient rooms, changing bed sheets and restocking necessary supplies to ensure a comfortable and hygienic environment for patients.

Returns Coordinator at NuFACE (2014-09 – 2017-05)

• Managed and maintained complaints, returns authorizations and receiving logs.
• Assign complaint and return authorized numbers.
• Perform in-process and receiving inspiration of all returned devices.
• Determination of returned dispositions.
• Managed customer replacements that include returns, exchanges, and refunds.
• Ran credit cards for the under warranty and non-warranty consumer returns.

Customer Success Management – LinkedIn Learning