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Charlotte H

@charlotteh

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I build onboarding and support workflows that improve B2B customer adoption, retention, and lifecycle value.

United Kingdom

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What I'm looking for

I'm looking for a customer success or support role where I can improve onboarding, adoption, retention, and customer experience through practical systems, documentation, automation, and collaborative remote work.

I've built customer onboarding, support, and retention workflows across CFCNX, Toddle, 1000 Steps, and Movement Fitness.

At CFCNX, I created end-to-end PushPress CRM onboarding journeys and segmented email workflows that achieved 81% 90-day retention. I also managed technical issues and escalations across email, live chat, and CRM.

At Toddle, I guided 100–120 international B2B institutions through platform setup, account configuration, and team adoption. I converted 30+ customer accounts through consultative discovery, tailored setup strategies, and relationship management.

I enjoy making digital platforms easier to adopt through remote training, practical documentation, automated workflows, and AI-supported processes that improve customer outcomes and team efficiency.

Experience

Work history, roles, and key accomplishments

Current

Operations, Customer Experience & Growth Manager

Current

CFCNX

Jan 2022 - Present (4 years 9 months)

Built end-to-end onboarding journeys in PushPress CRM, improving lifecycle visibility and adoption. Achieved 81% 90-day retention through segmented email workflows and proactive feedback.

PushPress CRM Email Workflows Customer Onboarding Retention SOPs Guides AI Prompting Automation

Digital Marketing & Social Media Manager

Movement Fitness

Jan 2021 - Jun 2025 (4 years 5 months)

Optimized digital marketing initiatives and user communication strategies using performance data to generate leads and drive engagement. Managed multi-channel content strategies and digital assets.

Digital Marketing Social Media Content Strategy Email Marketing Performance Metrics Lead Generation

Customer Growth & Onboarding Specialist

Toddle

Apr 2022 - Aug 2023 (1 year 4 months)

Managed a high-volume B2B onboarding pipeline of 100–120 international institutions, guiding stakeholders through platform setup and adoption. Converted 30+ B2B accounts through consultative discovery and relationship management.

HubSpot B2B Onboarding Account Setup Customer Training Remote Training CRM Data Hygiene

Programme & Customer Operations Coordinator

1000 Steps

Jan 2021 - Jan 2022 (1 year)

Coordinated global online training programmes, managing registrations, communications, and delivery logistics. Managed and segmented a database of 1,000+ prospects using LinkedIn Sales Navigator and CRM systems.

LinkedIn Sales Navigator CRM Email Campaigns Webinar Management Operations Segmentation