Experienced customer success manager

I am a Customer Success Manager with 4 years of experience helping startups and scaleups grow and improve their products.

My focus is providing a great experience for customers by listening to their feedback, understanding their needs, and ensuring they get maximum value from the product. I love interacting with users, resolving their issues, and finding ways to make their lives easier through technology.

My goal is to build lasting relationships with customers so they become advocates and help spread the word about the product. I strive to go above and beyond for customers and empower the product team with actionable insights to continuously improve the product.

Professional experience

Get to know where I’ve proven my skills

Customer success manager, sleeper
2022 - Present

Drive the customer journey to ensure relationship development and expansion.

  • Recognized product enhancements to guarantee a beneficial customer experience.

  • Align with executive leadership on corporate objectives and undertakings.

  • Establish and oversee a 24/7 distributed team, including routine meetings, one-on-one sessions, and quality assurance checks.

  • Develop and refine team processes to boost overall effectiveness with data-driven outcomes.

  • Observe and assess data from my team daily to identify possible problems.

  • Cooperate with cross-functional teams to address broader issues.

Customer success LEAD, sleeper
2020 - 2021

  • Supervised more than 10 agents, managing their recruitment, development, and retention.

  • Responsible for the day-to-day supervision of agents regarding work and attendance monitoring under organization policy

  • Ensured day-to-day oversight of the agent teams, tracking attendance and work under company policy.

  • To align stakeholders and communicate progress, I fostered relationships with project sponsors by keeping all parties informed of updates and objectives.

  • Collaborated cross-functionally with product management, engineering, design, and other teams on various initiatives.

Customer success associate, sleeper
2019 - 2020

  • Handled all incoming user communications and requests for support through email and live chat.

  • Tracked support tickets, categorized common themes in user feedback, and estimated development efforts to recommend the highest-impact items for the product roadmap.

  • Helped users by updating schedules, standings, rosters, and other settings as needed to resolve user problems and keep fantasy games operating smoothly.

  • Collaborated with engineering, design, and product teams to organize and prioritize known software bugs and feature enhancement ideas being submitted by the customer community.

jr front end developer, pathpoint
2018 - 2019

  • Contributed to a new web application built with JavaScript and ReactJS. This provided enhanced functionality and optimized user experience.

  • Source code was maintained through git while several bash scripts were authored to automate builds and deployments.

  • Testing addressed compatibility across all devices and browsers to guarantee website accessibility for all users.

  • Thorough audits also confirmed 100% compliance with standards of the Americans with Disabilities Act.

let’s chat.

jeanniedavis94@gmail.com