Amanda Friederich
Customer Success Manager Team Lead Deardoc (Remote) @DearDoc
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WORK HISTORY
Customer Success Manager Team Lead Deardoc (Remote) @DearDoc
Rapidy progressed from individual contributor to Team Lead at a high-growth SaaS startup supporting SMB medical practices with AI-driven digital marketing and patient acquisition solutions. Oversaw a high-volume book of 200+ accounts while contributing to team-wide strategy, mentoring, and process improvement initiatives.Team Lead, Customer Success January 2025-PresentProvided day-to-day support and coaching for 6 CSMs, driving a 3% reduction in annual churn across the team’s book of business. Partnered with leadership to refine customer journey playbooks, improve onboarding strategy, and standardize renewal workflows.Facilitated internal enablement through documentation and peer training; contributed to the development of a centralized knowledge hub.Participated in weekly leadership syncs focused on churn reduction, product alignment, and team efficiency metrics.Managed a reduced book of strategic clients (~75 accounts), maintaining 98% retention and exceeding expansion goals by 20%.Customer Success Manager February 2024- January 2025Managed a $1M+ ARR portfolio of 200+ SMB clients in the healthcare space, serving as a trusted advisor on digital marketing, SEO, and automation strategy.Launched AI-powered marketing campaigns and SEO optimizations that achieved a 65% average conversion rate — a 15% improvement over baseline — resulting in significant increases in patient inquiries and booked appointments across SMB healthcare clients.Created and executed Success Plans aligned with business goals, improving product adoption and reducing churn.Developed client-facing training tools that improved product understanding, resulting in a 12% reduction in post-onboarding escalations and a 5% reduction in early-stage terminations.Collaborated cross-functionally with Sales, Product, and Marketing to improve client experience and align KPIs across departments.
EDUCATION
Rio Salado College
General Studies
ABOUT AMANDA FRIEDERICH
As a Customer Success Manager with over 10 years in business development and sales, my leadership revolves around proactive client engagement, empathy, and aligning product knowledge with customer goals. I emphasize collaborative teamwork, resilience in navigating challenges and upholding integrity in all interactions. I focus on driving business growth through strategic initiatives and ensuring customer satisfaction through transparent, solution-oriented approaches.
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