Open to opportunities

Courtney Thompson

@courtneythompson2

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Customer Success & Growth Manager focused on retention, churn reduction, and high-touch client onboarding.

United States

Message

What I'm looking for

I’m looking for a fast-paced role where I can own retention and growth, lead onboarding/discovery, and partner with clients at a high-touch level—while mentoring a team to solve problems, reduce churn, and drive measurable satisfaction and lifetime value.

I’m a customer-focused Success & Growth professional with proven experience driving retention, reducing churn, and strengthening client relationships. I lead discovery and onboarding calls, proactively identify friction points, and deliver strategic guidance that improves satisfaction and lifetime value.

I’ve served as a trusted partner and primary point of contact for client accounts—triaging and prioritizing inquiries, resolving technical and strategic challenges, and ensuring high satisfaction. I also manage and mentor cross-functional teams to execute growth strategies, standardize onboarding, and use satisfaction tracking and campaign performance insights to drive measurable outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Growth Manager

Current

Step Social

Jul 2025 - Present (9 months)

Led discovery and onboarding calls, achieving a 36% conversion rate from initial consultation to active client engagement. Reduced customer churn to under 2% by standardizing onboarding, implementing satisfaction tracking, and addressing friction points.

Customer Discovery Onboarding Retention Strategy Account Management Growth Strategy

Marketing Project Assistant

Upwork

Oct 2023 - Dec 2024 (1 year 2 months)

Managed B2B client relationships across multiple marketing projects, ensuring clear communication, expectation alignment, and on-time delivery. Partnered with writers, developers, and designers while maintaining and improving client websites for UX and SEO performance.

Client Relationship Management B2B Marketing Cross Functional Collaboration SEO Optimization Content Strategy Website Maintenance Project Delivery

Project Coordinator

ValenTech

Aug 2022 - Sep 2023 (1 year 1 month)

Coordinated cross-functional marketing initiatives to align marketing, design, and development teams. Supported campaign performance tracking and analysis, maintaining documentation and stakeholder communications to improve transparency and accountability.

Project Coordination Cross Functional Collaboration Campaign Tracking Performance Analysis Stakeholder Management Documentation Marketing Operations Communication Management

Marketing Manager

The Ripple

Nov 2021 - Jun 2022 (7 months)

Led execution of content-driven marketing initiatives, maintaining consistent brand messaging and delivery against objectives. Collaborated across teams to improve campaign effectiveness and increase audience engagement.

Content Marketing Campaign Execution Audience Engagement

Marketing Writer

Bokksu

Apr 2020 - Oct 2021 (1 year 6 months)

Created multi-channel marketing content aligned with brand voice and customer needs. Conducted audience and competitor research to inform customer-centric content strategy and support marketing goals.

Copywriting Audience Research Competitor Research Content Strategy Creative Development