Nicole LaDeur
@nicoleladeur
Results-driven strategic program leader with 15+ years of experience.
ZimbabweWhat I'm looking for
I am a strategic program leader with over 15 years of experience in driving operational efficiency and optimizing customer and employee experiences across SaaS, HR tech, and enterprise services. My career has been marked by a proven record of leading cross-functional global teams and implementing technology transformations that enhance retention and customer lifetime value.
In my current role as Senior Manager of Customer Success at SmartRecruiters, I have been promoted three times in five years due to my strategic impact. I oversee $11 million in enterprise revenue and have successfully boosted renewal rates and net revenue retention through innovative strategies. My expertise in customer success operations and talent acquisition systems has allowed me to design data-driven strategies that significantly improve team efficiency and customer satisfaction.
Throughout my career, I have been recognized for my contributions, including multiple President’s Club awards and significant improvements in hiring quality and process optimization. I am passionate about unlocking growth through customer-centric innovation and high-impact team leadership.
Experience
Work history, roles, and key accomplishments
Senior Manager, Customer Success
SmartRecruiters
Jan 2020 - Present (5 years 9 months)
Oversaw $11M in enterprise revenue, leading a team of 8 CSMs across North America and boosting renewal rates by 5% to 97%. Implemented Gainsight globally, standardizing playbooks and improving renewal forecasting by 3% year-over-year. Designed adoption dashboards and health score architecture, enhancing CS team efficiency and risk identification.
Major Account Customer Success Manager
ADP
Jan 2009 - Dec 2020 (11 years 11 months)
Managed a $13M book of business with a 95% net retention rate in the first year as a Customer Success Manager. As RPO TA Manager, hired over 150 individuals annually and reduced time-to-fill by 36% over three years. Improved hiring quality by 21% through refined intake and screening strategies.
HR Manager, HRBP
Pathway Senior Living
Jan 2005 - Dec 2009 (4 years 11 months)
Led HR strategy for 10 properties, managing payroll, benefits, and onboarding processes. Digitized the employee experience by implementing Learning Management System and benefits platforms.
HRO Specialist
Hewitt Associates
Jan 2004 - Dec 2005 (1 year 11 months)
Specialized in Family and Medical Leave Act (FMLA) regulations and processes. Trained associates as a team lead, ensuring compliance and efficient operations.
Staffing Specialist
Manpower
Jan 2003 - Present (22 years 9 months)
Provided staffing solutions and managed recruitment processes for various clients. Assisted in candidate sourcing and placement.
Education
Degrees, certifications, and relevant coursework
QUQuincy University
MBA, Business Administration
Completed a Master of Business Administration program. Focused on advanced business strategies and leadership principles.
QUQuincy University
Bachelor of Science, Business Management
Earned a Bachelor of Science degree in Business Management. Developed foundational knowledge in business operations, finance, and marketing.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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