Brea Sorrells

About Brea Sorrells

I\'m a customer success leader with 6+ years helping SaaS clients actually get value from complex platforms. I work with executives on adoption strategy, change management, and operational transformation—which really means figuring out how to make new systems stick in messy, real-world environments.I\'m technical enough to configure workflows, optimize AI-assisted tools, and translate business needs into scalable solutions. But I\'m also the person who stays calm when things go sideways and acts as the bridge between customers, product, and engineering teams.Oh, and I\'m a mom to three Tasmanian devils at home—so managing competing priorities and staying cool under chaos? That\'s just Tuesday for me.

Experience

1. Director of Customer Success

   Oneclickapp.Com

   Oct 2024 — Present · Lehi, UT, US

   I owned post-sale execution for 600+ SaaS customers facing complex onboarding and adoption challenges, driving successful implementations and sustained platform usage. I translated customer business requirements into configured system workflows, resulting in on-time launches and improved early adoption metrics, while advising senior stakeholders through change management and process redesign initiatives that increased confidence and long-term retention. To scale operations, I implemented AI-assisted workflows using ChatGPT and Claude to standardize Tier-1 responses and internal documentation, reducing manual effort and improving consistency across the team.I maintained 90-100% CSAT and kept gross churn below 2% by proactively monitoring customer usage, performance metrics, and health scores to identify risk before it escalated. When high-impact escalations arose, I led resolution efforts through root-cause analysis and cross-functional coordination, preventing churn and restoring account health. I partnered closely with Product and Engineering to relay real-world customer feedback, directly influencing feature enhancements and system improvements that benefited the entire customer base.My work supported renewal and expansion initiatives that contributed to 40% company revenue growth. I also built and launched a Customer Academy & Certification Program to address adoption gaps, resulting in increased product utilization and long-term customer ROI. Throughout this work, I led and mentored a team of Customer Success Managers, raising execution consistency and customer advocacy standards through clear KPIs and hands-on coaching.

Education

• Brigham Young University

  Bachelors of Fine Arts, Photography

  2006 — 2009

• Snow College

  Associate of Science - AS, General Studies

  2005 — 2006

• Virtual Crown Productions CVP Course

  Certified Virtual Producer, Virtual Producer

  2019 — 2019