Cherish L.

About Cherish L.

Operations and systems professional with 5+ years of experience in SaaS and business operations management and 10+ years in customer-facing roles. I specialize in optimizing CRMs, ticketing systems, and workflows to improve efficiency, data accuracy, and customer satisfaction. I’m passionate about building clarity and alignment across teams, tools, and processes to drive sustainable, scalable growth.

Experience

1. Client Success Manager

   Laundris Corporation

   Jul 2024 — Present

   Managing the customer lifecycle and building the operational frameworks necessary for growth. Following a period focused on architecting internal systems and CRM infrastructure, I am currently leading product adoption and retention efforts.Customer Success (Current)• Driving product adoption by monitoring usage metrics and identifying proactive outreach opportunities.• Partnering with Sales to support renewals and identify potential upsell opportunities within the current customer base.• Developing customer training resources and leading regular check-ins to ensure user alignment with product value.• Providing direct product support and troubleshooting to maintain account health.Systems & Operations (Internal Project Phase)• Led the initial optimization of HubSpot and internal tools, focusing on mapping workflows to improve team visibility and data accuracy.• Partnered across Sales and Implementation to identify system gaps and design foundational processes for departmental alignment.• Drafted initial frameworks for scalable reporting and data integrity to support future growth.Foundational Customer Success• Introduced the company’s first ticketing and survey tools to begin capturing customer satisfaction data.• Refined existing documentation and authored new customer-facing articles to improve self-service support.• Developed initial video walkthroughs and guides to supplement customer support after the implementation phase.• Identified key usage metrics to begin connecting product behavior to customer success outcomes.

Education

• Oral Roberts University

  Bachelor of Arts - BA