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Erin Welch

@erinwelch

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Customer success partner who turns standout service into trusted, lasting client relationships.

United States

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What I'm looking for

I’m looking for a remote role in customer success or project management where I can collaborate across teams, support clients, and contribute to meaningful work. I prefer Eastern or Central time zones and thrive in roles that allow me to build relationships, solve problems, and help customers succeed.

With over 15 years of experience in customer-facing and operational roles, I’ve built a career around creating calm in fast-paced, detail-heavy environments. Whether supporting healthcare providers through compliance-heavy onboarding or managing multimillion dollar assets in property management, I focus on building trust, reducing friction, and keeping both customers and teams moving in the right direction.

My work spans SaaS, healthcare, and real estate, with experience leading onboarding, retention, vendor coordination, and cross functional initiatives that improve the customer journey. I’ve worked closely with Product, Sales, Marketing, and Engineering to bring structure to ambiguous processes and translate customer needs into actionable strategies.

I’ve led renewals and financial reporting for large residential communities, supported licensing and credentialing across multiple states, and helped shape success programs in a B2B SaaS platform. Across every role, I’ve been known for my steady presence, thoughtful communication, and ability to spot the small things that make a big difference.

I’m ready to join a team where I can do great work, grow with intention, and contribute in a meaningful way.

Experience

Work history, roles, and key accomplishments

Customer Success & Product Strategy Manager

Commtrex

Apr 2024 - Dec 2024 (8 months)

Joined on contract to build the first customer success function for Commtrex, a logistics SaaS platform connecting rail shippers with transloaders and vendors, with a focus on increasing retention and clarity across the platform experience. Partnered with the CEO to redesign onboarding, creating a scalable process that increased user engagement by 22% and strengthened adoption across core workflow

Customer Success Product Strategy SaaS Onboarding User Engagement Workflow Optimization Customer Feedback Risk Management Cross Functional Collaboration

Physician Recruiter

CHG Healthcare / CompHealth

Sep 2022 - Mar 2024 (1 year 6 months)

Managed onboarding and lifecycle support for PM&R physicians, coordinating credentialing, licensing, and hospital integration with a high-touch, structured approach that mirrors SaaS onboarding best practices. Built strong relationships with providers and internal teams, maintaining a six-month retention rate over 85% through consistent communication and a solutions-oriented approach.

Onboarding Credentialing Licensing Relationship Management Retention Record keeping

Property Manager

Greystar

Apr 2020 - Sep 2022 (2 years 5 months)

Led operations and client experience for a 302-unit Class A property plus three commercial accounts during a highly dynamic period, hitting occupancy and revenue targets while earning Kingsley Excellence Awards for top-tier NPS and finalist recognition for 2021 Manager of the Year. Improved renewal rates by 12% year-over-year and cut vacancy loss by 10% through proactive communication, retention p

Property Management Customer Experience Operations Management Revenue Targets NPS Renewal Rate Improvement Vacancy Loss Reduction

Marketing Manager

Green Leaf Partners

Jun 2019 - Jan 2020 (7 months)

Transitioned into a newly created role to lead marketing strategy and reestablish foundational efforts supporting lead generation, leasing performance, and brand consistency across a growing property portfolio. Focused on maximizing ROI through improved ad targeting, vendor coordination, and performance tracking, contributing to a 10% lift in lead quality and modest gains in lease conversion rates

Marketing Strategy Lead Generation Brand Consistency ROI Ad Targeting Performance Tracking Lease Conversion

Property Manager

Green Leaf Partners

Oct 2016 - Jun 2019 (2 years 8 months)

Recognized as the 2018 Manager of the Year for leading operations during a post-acquisition transition, increasing occupancy from 86% to 95% in four months and maintaining a renewal rate above 60%. Improved operational workflows by refining lease renewal processes, resident communication, and reporting structures, enhancing both retention and revenue predictability.

Resident Communications Property Management Operational Management Lease Renewal Processes Payroll Management

Property Manager

CONAM Management

Jul 2013 - Jul 2016 (3 years)

Promoted from Business Manager during lease-up to Community Manager following stabilization, taking on full operational leadership while exceeding NOI targets by 4.3% and maintaining rent delinquency below 1%. Leveraged resident feedback and property data to guide service improvements, optimize maintenance workflows, and support long-term occupancy stability.

Property Management NOI Targets Rent Delinquency Resident Feedback Occupancy Stability