Open to opportunities

Courtney Warner

@courtneywarner

Message

Customer Success Manager with a focus on client engagement and retention.

United States

Message

What I'm looking for

I am seeking a role that values client relationships and offers opportunities for professional growth.

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

Current

Customer Success Manager – K-12 Partnerships

Current

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 Retention Data Analysis Stakeholder Management Content Creation Strategic Planning

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.

Onboarding User Engagement Customer Retention Cross Functional Collaboration Curriculum Design Stakeholder Engagement Program Management

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

Data Collection User Engagement Coaching Performance Monitoring Strategic Planning

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

Coaching Implementation Instructional Design Training Delivery Microsoft Innovative Educator Client Success Performance

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.