Aisha Slay Strauss
Director of Customer Success | Customer Experience & Operations Leader | Driving Retention, Scalable Growth, and Service Excellence.
- Role
- Director of Customer Success at Sense
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Aisha Slay Strauss
Director of Customer Success (15+ years) As Director of Customer Success at Sense…
Experience
Director of Customer Success
Jun 2019 — Present · Cambridge, MA, US
I am currently working in this role. Start Date: 2019 Description: Restructured scalable processes to reduce operating costs, maintain service levels, align annual budgets and contract negotiations with financial and organizational objectives. Introduced new CX platforms to improve customer engagement across web & mobile app managing their seamless integration. Directed a global CX team, including a third-party call center to sustain consistency and scalability, while working with product, sales, marketing, and engineering teams to implement customer engagement strategies. Key Achievements: Achieved a 54% reduction in support volume and costs by automating workflows, introducing self-service tools and integrating AI-driven CS while maintaining high service levels and decreasing FTEs annually. Increased CES rating by 34% YTD reaching an 85% average, by optimizing CES tracking systems (Salesforce, Gainsight, Zendesk) extracting actionable insights to enhance the CX experience. Strengthened retention by 15% and cut churn by 18% by utilizing predictive analytics to identify a 30% drop in feature adoption and a rise in unresolved support tickets, prompting targeted outreach with self-service guides and CSM consultations. Elevated NRR from 120% to 135% by implementing health scoring models and data-driven engagement initiatives encouraging feature adoption and customized success plans for commercial accounts. Reduced first response time by 35% and enhanced ticket resolution by establishing automated engagement triggers and risk-based CS actions, ensuring seamless service delivery through a third-party call center preserving customer satisfaction standards. Minimized support volume and controlled headcount by applying AI to assess sentiment, identify declines in adoption, and refine automated outreach, expanding self-service deflecting 38% of low-complexity tickets.
Education
The Art Institute of Philadelphia
Bachelor of Arts - BA
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