Open to opportunities

Anna Schilling

@annaschilling

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Strategic Program Manager with a decade of customer success experience.

United States

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What I'm looking for

I seek a role that fosters innovation and collaboration, where I can leverage my skills to drive impactful customer success initiatives.

I am a seasoned Senior Program Manager and Customer Success leader with over a decade of experience in designing, launching, and scaling impactful programs. My expertise lies in managing cross-functional teams and aligning operations with client needs to drive customer engagement and retention. I have a proven track record of leading high-touch enterprise programs from onboarding through long-term success, leveraging behavioral science and data-driven insights to deliver value at scale.

At BetterUp, I spearhead the strategy and operations for our coach training programs, ensuring quality and effectiveness. My previous roles have included managing implementation teams for Fortune 500 clients and co-founding a nonprofit initiative focused on social justice. I am recognized for building trusted relationships with stakeholders and improving customer outcomes, which has been instrumental in navigating complex, high-growth environments.

Experience

Work history, roles, and key accomplishments

Current

Senior Program Manager, Coach Training and Innovation

Current

BetterUp

Jul 2024 - Present (11 months)

Led end-to-end strategy, operations, and scale of BetterUp’s coach training programs, including enrollment, onboarding, and quality assurance for new cohorts of certiﬁed coaches. Designed and implemented world-class learning experiences using instructional design methodologies.

Program Management Instructional Design Learning Experience Design Data Analysis

Senior Manager of Implementation Team

BetterUp

Oct 2021 - Present (3 years 8 months)

Managed a team of product specialists delivering L&D solutions for Fortune 500 clients across leadership, culture, and performance. Developed performance frameworks, training resources, and internal onboarding systems to improve team eﬃciency and scalability.

Team Management Customer Experience

Graduate Teaching Assistant, Organizational Behavior & Research Methods

Solvay Brussels School of Economics and Management (SBS-EM)

Sep 2021 - Present (3 years 9 months)

Co-designed curriculum and delivered tutorials for graduate students in leadership, behavior, and management science. Facilitated weekly small-group sessions with real-time coaching and feedback loops.

Curriculum Design Teaching Organizational Behavior Coaching

Implementation Manager

BetterUp

Nov 2019 - Present (5 years 7 months)

Delivered enterprise client onboarding and facilitated high-stakes workshops for executive stakeholders. Co-founded BetterUp’s ﬁrst nonproﬁt initiative supporting social justice leaders with wellbeing tools.

Onboarding Facilitation Stakeholder Management Nonprofit Initiatives

Senior Performance Consultant, Team Lead

ZocDoc

Aug 2014 - Present (10 years 10 months)

Built and led a consulting team focused on driving enterprise client success through strategic product adoption. Led change management programs and designed tools, playbooks, and KPI dashboards.

Consulting Team Leadership Change Management KPIs

Account Consultant

ZocDoc

Oct 2013 - Present (11 years 8 months)

Trained client teams to optimize software adoption and maximize engagement and ROI. Acted as customer success lead on high-impact client portfolios.

Customer Success Training Clients ROI Optimization Portfolio Management

Market Research Intern & Analyst

SIS International

Sep 2012 - Present (12 years 9 months)

Designed and executed qualitative and quantitative studies for clients including Autism Speaks and Goya. Analyzed market research data to provide actionable insights.

Market Research Qualitative Research Quantitative Research Data Analysis

Membership Coordinator

WFUV Radio

Sep 2009 - Present (15 years 9 months)

Managed donor operations for over 20,000 members, ensuring smooth processing and communication. Led campaigns and coordinated fundraising logistics to support station initiatives.

Donor Management Fundraising Campaign Management Logistics Coordination

Education

Degrees, certifications, and relevant coursework

Sorbonne University (Paris 1)

Master of Science, Behavioral Science

Completed a Master of Science degree with a focus on Organizational Psychology. The program provided in-depth knowledge of behavioral science principles applied to organizational settings.

Fordham University

Bachelor of Science, Business Administration

Obtained a Bachelor of Science in Business Administration with concentrations in Marketing and Finance. This comprehensive program covered core business principles and strategic financial management.