Chelsea Alterman

About Chelsea Alterman

Customer Success professional with 10+ years of experience across tech, higher education, and non-profit. I am a career pivot-er with a portfolio career: I started in non-profit and higher education, shifted into tech, grew a woodworking business with my husband, and now balance both, with Customer Success as my primary focus.I\'m proud to have worked at many levels and stages of tech (pre-seed, Series A, Series C, and public companies) in roles spanning customer success, onboarding, community, partnerships, and events. This mix has given me a unique perspective on what works, where things get stuck, and how to adapt as companies scale.Today, I’m a Customer Success Lead at Posh, where I fuse my love for events and community with strategic customer success. I help event organizers adopt the platform, see value quickly, and build long-term, scalable event businesses through event and promotional strategy.Outside of Posh, I serve as a volunteer Project Manager for my husband’s NYC-based design-build studio, DeVine Woodworking. I built our Squarespace site from scratch, manage our social media presence, and help coordinate project details and financials, keeping my hands in both the creative and operational sides of growing a small family business.

Experience

1. Customer Success Lead

   Posh

   Jan 2026 — Present · New York, NY, US

   Lead AI automation initiatives using Gong to scale customer insight collection and CSM workflows; built trackers to analyze organizer feedback at scale and translate insights into Product Requirements Documents (PRDs), reducing research time from ~1 week to 3 hours• Built an AI-driven value tracking system capturing customer success wins and ROI; reduced CSM admin time by 3+ hours/week and contributed to $5M+ in churn risk revenue saved• Hiring manager and direct onboarding lead for 4 new hires (3 CSMs, 1 Account Manager); created onboarding plans, coaching workflows, and performance guidance• Run weekly Customer Success team operating cadence for team of 7, driving accountability to KPIs including 100% book-of-business coverage, strategic reviews, churn mitigation, product adoption, and renewals• Own a portfolio of 170 high-value organizers generating $23M+ GMV, acting as strategic advisor on event growth, pricing, ticketing strategy, and platform optimization• Build churn mitigation framework and negotiation playbooks that have already driven $1.6M+ in retained revenue in 2026• Partner cross-functionally with Product, Engineering, RevOps, and Support to translate customer insights into platform and process improvements

Education

• Baruch College

  Master of Science - MS, Higher Education/Higher Education Administration

  2015 — 2017

• Hunter College

  Bachelor’s Degree, Communication and Media Studies

  2010 — 2014

Skills

• Html
• Social Media
• Microsoft Office
• Leadership
• Windows
• Customer Service
• Microsoft Word
• Public Speaking
• English
• Event Planning
• Research
• Teamwork
• Powerpoint
• Microsoft Excel
• Time Management