Erica S.

About Erica S.

Experienced customer communications strategist with a focus on SaaS and tech. I specialize in crafting and executing scalable communications strategies that drive engagement, product adoption, and customer satisfaction across every stage of the customer journey. Known for building customer comms programs from the ground up and working cross-functionally to ensure alignment with business goals and customer needs.

Experience

1. Lead, Customer Communications

   Spring Health

   Apr 2024 — Present

   Own and execute comprehensive customer communications strategies across product launches, go-to-market announcements, operational updates, and strategic initiatives- Collaborate closely with Marketing, Product, and Customer Success teams to ensure messaging aligned with campaign goals, feature adoption, and customer needs- Design and manage customer lifecycle messaging for key product, the customer reporting tool- Develop and maintain transactional and regulatory communications, including privacy updates, compliance notices, and billing messages- Owned a scalable rapid-response communications program for critical incidents such as outages and global events- Launched and manage a bi-monthly customer newsletter delivering timely product and marketing insights to a large enterprise audience- Served as primary liaison between Customer Success and internal teams, ensuring consistent tone, precise audience targeting, and measurable impact- Draft, edit, and refine all customer-facing communications for clarity, brand alignment, and strategic focus- Proactively gather and analyze feedback from customers and internal stakeholders to optimize communications and maintain relevance- Track and report communication metrics to guide data-driven strategy improvements.

Education

• Masconomet Regional High School

  High School Diploma

  2009 — 2013

• Northeastern University

  Bachelor’s Degree, Psychology, Marketing

  2014 — 2017

Skills

• Sales Operations
• Customer Service
• Customer Satisfaction
• Blogging
• Research
• Social Media Marketing
• Marketing
• Powerpoint
• Microsoft Excel
• Microsoft Office
• Sales
• Workgroups
• Spanish
• Psychology
• Public Relations
• Retail Sales
• Advertising
• Team Building
• Teamwork
• Loss Prevention
• Marketing Strategy
• Leadership
• Communication
• Photoshop
• Visual Merchandising
• Time Management
• Cashiering
• Styling
• Event Planning
• Social Media
• Trend Analysis
• Public Speaking
• Writing
• Fashion
• Market Research
• Apparel
• Editing
• Store Management
• Retail
• Twitter