Courtney Warner
@courtneywarner
Customer Success Manager with a focus on client engagement and retention.
What I'm looking for
As a Customer Success Manager with over 8 years of experience, I have a proven track record in onboarding, client training, and retention. My journey began in education leadership, where I honed my skills in tech integration and user engagement. Transitioning into the SaaS space, I have successfully led onboarding and platform training for over 750 new users, significantly boosting engagement and reducing churn.
At The Kirkland Group, I implemented a coaching-based success model that increased teacher retention to 75% and developed user adoption plans that resulted in a 17% increase in ELA proficiency. My ability to maintain high-touch client relationships and create effective customer enablement content has driven account growth by an estimated 15-20%. I am passionate about turning user needs into actionable support that drives satisfaction and meaningful results.
Experience
Work history, roles, and key accomplishments
Customer Success Manager – K-12 Partnerships
The Kirkland Group
Sep 2022 - Present (2 years 9 months)
Implemented a coaching-based success model that increased retention to 75% and improved partner alignment with strategic goals. Developed user adoption plans for 14 partner sites, resulting in significant increases in ELA proficiency and US History scores. Conducted quarterly health checks and data reviews with stakeholders to optimize long-term retention strategies.
Customer Success Advisor – Talent & Training Programs
Memphis-Shelby County Schools
Jan 2022 - Present (3 years 5 months)
Redesigned the onboarding experience for over 600 new users, leading to a 67% increase in engagement and a 44% improvement in 6-month retention. Developed a client-facing success toolkit for school leaders across 200+ schools, enhancing onboarding fidelity and first-year support. Collaborated cross-functionally to streamline onboarding workflows and compliance systems for over 750 new users.
Digital Implementation & Engagement Coach
Memphis-Shelby County Schools
Jul 2021 - Present (3 years 11 months)
Led user adoption efforts for digital platforms, increasing technology utilization from entry-level to 70% advanced integration within one semester. Improved user outcomes by implementing blended learning strategies, contributing to significant rises in ELA proficiency and Math achievement. Monitored user engagement trends through data collection, delivering personalized support to optimize platfo
Instructional Team Lead & Facilitator
Jackson Public Schools & Memphis-Shelby County Schools
Aug 2016 - Present (8 years 10 months)
Used school performance data to identify user skill gaps and develop targeted support plans, resulting in improved engagement and measurable gains on state assessments. Facilitated weekly client success sessions, providing ongoing coaching and product implementation support to improve adoption and instructional consistency. Delivered monthly training sessions as a certified Microsoft Innovative Ed
Education
Degrees, certifications, and relevant coursework
University of Southern Mississippi
Doctorate of Education (Ed.D.), K-12 Administration & Supervision
Currently pursuing a Doctorate of Education with a focus on K-12 Administration & Supervision. This program is designed to deepen expertise in educational leadership and management.
University of Mississippi
Master of Arts (M.A.), Curriculum & Instruction
Obtained a Master of Arts in Curriculum & Instruction. The coursework focused on developing effective instructional strategies and curriculum design.
Millsaps College
Bachelor of Arts (B.A.), Public Policy
Earned a Bachelor of Arts in Public Policy. This degree provided a foundation in policy analysis and its impact on various sectors.
University of Mississippi
Education Specialist (Ed.S.), Educational Leadership
Completed an Education Specialist degree in Educational Leadership. This advanced program focused on developing leadership skills for educational settings.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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