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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

Customer Success Manager/PM

Current

Xu Law Group PLLC / Open Citizen

May 2024 - Present (1 year 7 months)

Lead Customer Success strategy and operations for a legal tech startup developing a vertical SaaS platform, driving onboarding, adoption, retention, and CX improvements through process automation and cross-functional collaboration.

Team Management Workflow Optimization Project Management Sales

Data and Policy Analyst II

Acumen, LLC

Jan 2022 - Apr 2024 (2 years 3 months)

Conducted statistical analyses for the U.S. Department of Justice (DOJ), supporting Assistant Attorney General, Joan Hartman in identifying healthcare fraud schemes and shaping litigation strategy across 94 judicial districts.

Statistical Analysis Data Analytics Project Management Quality Assurance Stakeholder Engagement

Assistant Director, CBTO

Ministry of Trade and Industry Singapore

Jan 2020 - Jan 2021 (1 year)

Directed QSM operations during the COVID-19 pandemic, leading strategic initiatives and stakeholder engagement to implement special travel lane arrangements between Singapore and partner countries through data-driven service delivery.

Team Leadership Data Analytics Customer Satisfaction Stakeholder Engagement

Manager, Planning & OD

Yellow Ribbon Singapore

Aug 2017 - Sep 2019 (2 years 1 month)

Architected corporate planning initiatives at a statutory board, aligning strategic objectives with operational execution, and establishing performance monitoring systems that delivered measurable organizational improvements.

Spearheaded annual corporate planning cycles that translated strategic goals into actionable plans, receiving the Staff Commendation Award in 2018.

KPIs Data Management Compliance Performance Monitoring