Jennifer Laughlin

I’m a Customer Success Manager with 15+ years of customer-facing leadership and 4+ years driving post-sale customer success, customer adoption, retention, and account growth for B2B customers. I build trust fast, improve customer health, and translate customer needs into measurable business outcomes across the lifecycle.

I’ve led strategic, relationship-based programs—managing 60+ customer accounts as the primary Customer Success partner responsible for onboarding, adoption, retention, and long-term success. Through proactive outreach, regular business reviews, and account planning, I’ve maintained 85%+ customer retention while uncovering expansion opportunities.

Earlier, I served as an escalation-focused client success specialist, managing 70+ customer interactions daily and serving as the primary point of contact for complex issues. I improved customer service workflows—reducing complaint volume by 30%—and maintained 93%+ SLA compliance through strong case management and follow-up.

Before customer success roles, I managed production projects end-to-end, leading teams and delivering 99% on-time completion with 99.5% customer satisfaction. Today, I bring the same customer-obsessed execution to adoption and experience work, supported by CRM administration, reporting/analytics, and practical Generative AI tooling to improve customer workflows.