Open to opportunities

Catherine User

@catherineuser2

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Customer success and SaaS operations leader driving client adoption.

United States

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What I'm looking for

I seek a customer-success-focused role in a collaborative, growth-minded company where I can lead onboarding, improve retention, and scale operations through CRM-driven processes and training.

I am a customer success and SaaS operations leader who turns complex workflows into clear, repeatable systems that boost adoption and retention. With a decade of experience across telehealth, K-12 operations, and family services, I combine empathy with process rigor to make clients feel understood and supported.

I have guided high-volume caseloads and large stakeholder groups through digital onboarding and change management, achieving metrics like 95% platform adoption, 98% onboarding completion, and reductions in churn risk. I build standardized workflows, reporting tools, and training programs that increase efficiency and accountability across teams.

I bring hands-on CRM and SaaS technical aptitude (Salesforce, ADP), strong data and reporting practices, and a proven record of driving results—improving engagement, retention, and compliance while enabling teams to scale.

Experience

Work history, roles, and key accomplishments

Current

Telehealth Clinician & Client Success

Current

Preferred Behavioral Health Agency

Jul 2025 - Present (3 months)

Guided 50+ high-volume client caseloads through onboarding with 95% digital platform adoption and resolved escalations to reduce churn risk by 20%.

Telehealth Onboarding Case Management CRM Platforms Escalation Management Data Reporting

Client Success Lead

KIPP New Orleans

Jul 2020 - Sep 2022 (2 years 2 months)

Served as primary relationship manager for 400+ families, achieving 98% onboarding completion and raising engagement by 40% through trainings and communication systems.

Client Success Onboarding CRM (Salesforce)Reporting Process Improvement Team Collaboration

Clinical Program Coordinator

Assurance Care Providers

Apr 2020 - Jul 2020 (3 months)

Supported service onboarding to achieve 95%+ adoption of digital counseling platforms and implemented follow-up systems that improved retention by 15%.

Program Coordination Onboarding CRM Management Process Improvement Data Analysis Stakeholder Engagement

Office Manager & Operations Coordinator

KIPP New Orleans

Jul 2017 - Jul 2019 (2 years)

Directed operations for 50+ employees, drove 90%+ workflow adoption within 3 months, administered Salesforce to maintain 99% data accuracy and cut reporting update time by 25%.

Operations Management Salesforce Administration Process Improvement Reporting Team Coordination Google Workspace

Interventionist & Operations Coordinator

KIPP Believe Charter School

Jul 2012 - Jul 2017 (5 years)

Delivered intervention programs that improved family retention by 35% and created onboarding/reporting workflows adopted school-wide, improving accountability by 45%.

Intervention Services Onboarding Workflow Design & Compliance Reporting Program Evaluation