Mina Burnside
@minaburnside
Client Success & Account Manager who drives retention and adoption through data-informed strategy.
United StatesWhat I'm looking for
I’m a Client Success & Account Management professional with 14 years of experience owning the full client lifecycle—from onboarding and training to renewal, performance management, and escalation. I turn complex performance data into decision-ready insights so non-technical stakeholders can take action with confidence.
In my current Account Manager / Client Success role, I manage client success for 33 franchise markets, delivering 90%+ retention while proactively identifying risks through monthly health monitoring and strategy reviews. I’ve helped reduce average cost per lead (CPL) by 15% through data-driven channel optimization, and I consistently translate multi-market reporting into clear monthly memos, recap reports, and budget proposals.
Previously, I maintained a 90% client retention rate across 38 accounts and led a team of five to deliver end-to-end client outcomes. I also built and scaled CRM onboarding and support—training 70+ franchisees, achieving 25% CRM adoption against a 10% target, partnering with developers to enhance features, and delivering mentorship and enablement programs that improved onboarding results.
Experience
Work history, roles, and key accomplishments
Account Manager, Client Success
Re-Bath HQ
Mar 2025 - Present (1 year 4 months)
Own the full client success lifecycle for 33 franchise markets, driving onboarding through renewal and escalation while maintaining 90%+ retention. Reduced average cost per lead (CPL) by 15% network-wide and built monthly reporting using Power BI/Looker Studio and Excel dashboards.
Marketing Operations Manager, Client Success
Novel Agency
Jul 2023 - Mar 2025 (1 year 8 months)
Managed 38 client accounts end to end, maintaining a 90% client retention rate through proactive risk identification and performance recommendations. Led a team of five to coordinate delivery across active client accounts.
Business Development Manager, CRM Client Success
Gracie Barra Franchise Systems
Nov 2019 - Jul 2023 (3 years 8 months)
Trained 70+ franchisees on a proprietary CRM platform and managed onboarding and ongoing adoption/support, reaching 25% North American CRM adoption with 95% retention. Collaborated with the CRM developer on troubleshooting and feature development, growing rollout revenue 400%, and built training programs used across North America and Australia generating $70K+ annually.
Education
Degrees, certifications, and relevant coursework
Google Ads Search
Completed Google Ads Search in 2023.
University of Arizona
Applied Business Science
Completed Applied Business Science at the University of Arizona in 2023.
Hubstaff
Email Marketing
Completed Email Marketing with Hubstaff in 2023.
Google Analytics
Completed Google Analytics in 2023.
Middle Tennessee State University
Bachelor of Science, Exercise Physiology
Earned a B.S. in Exercise Physiology from Middle Tennessee State University in May 2018.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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