Elyse Moland

WORK HISTORY

EDUCATION

SKILLS

ABOUT ELYSE MOLAND

Creating incredible experiences | Optimising customer journey | Innovating engagement strategy My experience over the past eight years as a leader in customer-facing roles has prepared me well for a role in the Customer Success world. There isn\'t a traditional career journey to a CSM role, but mine might be a helpful example! My empathy and understanding for customers and their experience began at a young age while working for a family customer-facing business. Here I learned the importance of experience and success and that the lack of it can make or break a business! I refined my skill set through various leadership positions at early-stage start-ups in the fitness sector in Europe, Co-Founding a luxury fitness boutique brand in London, UK, and managing member experience and customer success at hyper-growth businesses like WeWork and Lululemon Athletica. My most recent role as a Program Associate with On Deck, a hyper-growth EdTech and Community SaaS company, connected me to the top Leaders in Customer Success, where I learned first-hand about industry best practices. This past year I completed a CSM Certification with Gainsight, and landed my dream role working as a CSM with an incredible company called Foleon. Early in my career, I was a jack of all trades, wearing many hats, which has served me well. I enjoyed the opportunities to manage client outreach, oversee team recruitment, training, and development, establish customer journeys, implement milestone check-ins and engagement processes, collaborate with cross-functional teams to refine the customer experience and product, learn what questions to ask and how to implement the learnings, and how to optimise user trends to enhance revenue and retention. My focus has narrowed, I am growing as a CSM, and continuing to find ways to grow and impact this dynamic function at Foleon. I use my learned experience to build lasting long-term relationships with customers, supporting early adoption and laying the foundation for success. I am analytical, curious, detail-oriented, passionate, a champion for my team and customer, and excited about building relationships. Excited to talk about CS? Let\'s connect and enjoy a virtual coffee chat! COMPETENCIES INCLUDE: Customer Journey Mapping | Onboarding | Customer Engagement | Survey Analytics + Playbooks | Cross-functional Team Collaboration | SaaS No-Code Platforms