Open to opportunities

Amber Harlow

@amberharlow

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I build customer success operations that improve retention, adoption, and scalable B2B SaaS growth.

United States

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What I'm looking for

I'm looking to lead customer success operations and transformation work that improves retention, adoption, customer health, and scalable lifecycle management in B2B SaaS.

I've led Customer Success organizations and operations at Buildertrend and CoConstruct, improving retention, adoption, and lifecycle execution across B2B SaaS customer bases.

At CoConstruct, I led the Customer Success organization through acquisition and platform transition, maintained low churn and strong employee retention, and partnered with leadership on customer migration to Buildertrend. I also improved 90-day retention by 10% through Pendo and lifecycle communication optimization.

At Buildertrend, I lead Customer Success systems and operations strategy, including implementation and optimization of Gainsight CS, Customer Communities, and Customer Education.

I'm focused on data-driven customer journeys, health metrics, reporting, change management, and cross-functional work with Sales, Product, Marketing, Strategy, and Enablement to unlock adoption, retention, and expansion.

Experience

Work history, roles, and key accomplishments

Senior Manager, Customer Success Operations & Business Systems

Buildertrend

Jan 2023 - Dec 2026 (3 years 11 months)

Led Customer Success systems and operations strategy, enabling scalable lifecycle management across a large, multi-segment customer base. Owned implementation and optimization of Gainsight, driving improved onboarding, engagement, and product adoption.

Gainsight Customer Success Operations Lifecycle Management Reporting Project Management Cross functional Leadership