Tiara Snell

Implementation & Customer Success professional with 4+ years of experience helping SMB customers successfully adopt SaaS solutions through onboarding, implementation, customer success, and consultative sales. Proven ability to manage complex customer projects, build trusted client relationships, optimize operational processes, and collaborate cross-functionally to accelerate customer time-to-value using AI-powered workflows.

Project Lead | Implementation at Homebase (2025-09 – Present)

• Own a portfolio of 20+ concurrent SaaS implementations, guiding SMB customers from kickoff through successful go-live while consistently exceeding implementation SLA targets
• Serve as primary strategic advisor for implementation planning, stakeholder communication, product training, payroll validation, and deployment
• Partner cross-functionally with Sales, Product, Support, and Payroll Operations to proactively remove blockers and maintain a 95%+ on-time implementation rate
• Designed AI-enabled onboarding workflows, implementation playbooks, and documentation that standardized processes and reduced post-launch support tickets by 25%
• Balance multiple high-touch implementations and competing priorities while sustaining a 120% average run rate

Inside Sales Representative at Homebase (2025-03 – 2025-09)

• Led consultative discovery calls and product demonstrations to identify customer needs and recommend tailored workforce management solutions
• Partnered with Implementation and Customer Success teams to improve customer readiness, handoffs, and onboarding success
• Exceeded performance expectations while contributing to a 15% increase in upsell and add-on attachment rates

Customer Success Representative at Homebase (2022-06 – 2025-03)

• Managed a portfolio of 100+ SMB customers as trusted advisor, owning onboarding, adoption, education, and long-term success
• Delivered consultative onboarding, live product training, and enablement sessions that accelerated adoption and strengthened engagement
• Monitored customer health, identified adoption risks, and resolved complex challenges, building relationships that led to promotion into Sales and Implementation