Jacquelyn Gibson

JG

Open to opportunities

Jacquelyn Gibson

@jacquelyngibson2

Customer Success leader driving retention, expansion, and high-performing teams through data-driven account management.

What I'm looking for

I’m looking for a customer success role where I can lead accounts end-to-end, drive retention and expansion with clear KPIs, and coach a team. I want a fast-paced environment that values proactive relationship management and continuous workflow optimization.

I lead customer success and account management focused on retention, repeat business, and measurable client outcomes. I build trusting relationships, personalize service strategies, and run programs that keep customers engaged and progressing.

Most recently, I served as a Merchandising Manager / Guest Experience Lead, driving guest experience and service execution in a high-volume retail environment. I coached and developed 12+ associates on service standards, product education, and performance KPIs.

In SaaS and digital marketing, I owned end-to-end customer success for 50+ client accounts, supporting retention, expansion, and upsell opportunities. I implemented SOPs, KPIs, and streamlined workflows to improve consistency and operational effectiveness.

Earlier, as an Account Manager / Web Design Manager, I improved account health and customer success for high-volume SaaS clients by reducing escalations 70% and increasing productivity 30%. I bring a data-driven, continuous-improvement mindset—and I was recognized as Top Performer for consistent operational excellence and client satisfaction.

Experience

Work history, roles, and key accomplishments

UB

Guest Experience Lead

Ulta Beauty

Oct 2024 - Jan 2026 (1 year 3 months)

Led guest experience and service execution in a high-volume retail environment, improving customer retention through proactive relationship management and personalized service strategies. Coached and developed 12+ associates on service standards, product education, and performance KPIs.

Guest Experience Service Execution Customer Retention Relationship Management Product Education Customer Engagement

IW

Implementation Manager

Independence Marketing / WhiskerCloud

Jun 2023 - Aug 2024 (1 year 2 months)

Owned end-to-end customer success and account management for 50+ SaaS and digital marketing clients, driving retention, expansion, and upsell opportunities. Implemented SOPs and KPIs and streamlined workflows to improve account outcomes.

Account Management Upselling SaaS Management KPIs SOP Development Workflow Optimization Customer Success Customer Retention

ND

Account Manager / Web Design

Newfold Digital

May 2017 - Jul 2023 (6 years 2 months)

Drove account health and customer success across high-volume SaaS clients by reducing escalations 70% and increasing productivity 30% through proactive relationship management and data-driven improvements. Focused continuously on retention and overall client experience.

Account Management Customer Retention Escalation Management Relationship Management Performance Metrics Productivity Optimization Client Experience Customer Success

Education

Degrees, certifications, and relevant coursework

Jacquelyn hasn't added their education

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Tech stack

Software and tools used professionally

Gmail

Zendesk

Jira

HubSpot

Google Workspace

ClickUp

monday.com

Remote

Jan

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