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Suzie Zhang

@suziezhang

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Vertical SaaS Customer Success Strategist

United States

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What I'm looking for

CSM Strategist

Customer Success Manager with 7+ years of experience optimizing customer experience across government, federal consulting, and startups in Singapore, Beijing, and Washington, D.C. Proven track record of driving customer retention and engagement in SaaS and tech-enabled services, translating complex data into actionable insights, fostering cross-functional collaboration, and enhancing operational efficiency through strategic improvements and technology innovations.

Experience

Work history, roles, and key accomplishments

Current

Manager

Current

Xu Law Group PLLC / Open Citizen

May 2024 - Present (1 year 2 months)

Manage a team of 5 paralegals, optimizing collaboration with attorneys to enhance case preparation efficiency by 15%. Implement case management software to reduce turnaround times by 25% and improve productivity. Lead training and support staff on new processes and tools.

Team Management Workflow Optimization Project Management

Data and Policy Analyst II

Acumen, LLC

Feb 2022 - Jun 2024 (2 years 4 months)

Developed statistical analyses to identify healthcare fraud for the U.S. Department of Justice. Managed cross-functional projects and translated data-driven insights for stakeholders, enhancing project efficiency through quality assurance and documentation.

Statistical Analysis Data Analytics Project Management Quality Assurance Stakeholder Engagement

Assistant Director

Ministry of Trade and Industry Singapore

Aug 2020 - Feb 2021 (6 months)

Directed a team of 10 to enhance service quality, achieving a 95% customer satisfaction rate. Utilized data analytics to drive operational adjustments, increasing efficiency by 15% during the COVID-19 pandemic.

Team Leadership Data Analytics Customer Satisfaction Stakeholder Engagement

Manager (Planning and Organizational Development)

Ministry of Home Affairs Singapore

Sep 2017 - Oct 2019 (2 years 1 month)

Spearheaded corporate planning cycles and designed KPIs, boosting organizational scores by 2.5 points. Formulated data management policies achieving 100% compliance and enhancing audit results by 70%.

KPIs Data Management Compliance Performance Monitoring