Sara Fredrickson

I’m a customer success and customer service leader with 20+ years of experience building trusted partnerships, protecting renewals, and guiding clients through complex product and service decisions. I thrive on listening deeply, uncovering pain points, and mapping the route to a solution that keeps customers happy and engaged.

As a Customer Success Manager - Strategic at Assured Data Protection, I manage a portfolio of 70 strategic accounts, driving YoY growth across sales, customer service, retention, and renewals for accounts generating $5K+ in MRR. I serve as the single point of contact for deliverables, experience, renewal, and expansion—identifying upsell and cross-sell opportunities, negotiating contract terms and SLAs, and proactively addressing risk areas to avoid churn.

I’ve built and strengthened the Client Services team from the ground up by mapping customer workflows and defining core business processes for 12-month to 5-year client agreements. I also developed onboarding and training programs covering CRM, customer support, and best practices—while doubling goals for the year, saving 7 customers, and achieving 100% customer retention. In an 8-month period, I upsold $21K through close collaboration with internal teams to maximize customer value.

Previously, as Director, Licensing & Contracting at Highland Capital Brokerage, I promoted multiple times into leadership based on planning, execution, and performance. I resolved 100+ policies weekly via phone and email, served as the escalation point for critical issues, and analyzed and organized data for decision-makers—while building the Customer Success department from scratch and mentoring junior team members.