At Scale.jobs, I manage customer success and operations for more than 3,000 enterprise and SMB clients, guiding them through pre-sales consultation, onboarding, adoption, and retention.
I spearheaded end-to-end onboarding journeys, from pre-sales technical alignment to post-sales implementation, and conducted executive product demonstrations and dashboard walkthroughs.
I resolve high-stakes customer escalations and monitor account health and usage to address churn risks and identify expansion opportunities. I also translate customer feedback into actionable roadmap enhancements with product and engineering teams.
I created client success documentation, training guides, and support playbooks in Confluence, and delivered tailored training on dashboards and automation workflows. I manage multichannel client communications through Salesforce and Close CRM.
