Juni Lynch

About Juni Lynch

J••••••••@gmail.comI sit at the intersection of customers, operations, and internal teams.My background spans Customer Success leadership, sales enablement, and operations.I care deeply about doing things the right way; for customers, teams, and the long-term health of the business.

Experience

1. Customer Success Manager

   Feynlab Inc

   Jan 2024 — Present · US

   Lead global Customer Success and Client Experience operations across the US, EU, and UK, supporting installers, distributors, influencers, affiliates, resellers, private label partners, and end customers. Manage and mentor a distributed customer service team by setting performance standards, creating SOPs, and defining escalation protocols.Serve as the primary point of accountability for customer-facing accuracy, acting as a strategic buffer between customers and internal teams including Sales, Operations, Production, R&D, Marketing, and Logistics. Own onboarding, eligibility clarification, and access control for installers, resellers, distributors, and industrial customers, ensuring compliance with program and training requirements.Translate complex, technical product information into clear, defensible guidance for customers and internal stakeholders to prevent misalignment and overpromising. Build and maintain systems of record in Confluence, documenting workflows, pricing logic, eligibility rules, and escalation paths where no source of truth existed.Define and track KPIs related to response quality, resolution time, customer satisfaction, and operational health, championing transparency and accountability. Regularly de-escalate high-risk customer situations involving order errors, shipping issues, access disputes, and product misunderstandings to preserve long-term relationships and brand trust.Coordinate complex order corrections, short shipments, reroutes, claims, and exceptions with Shipping and Operations. Proactively identify operational gaps, ownership breakdowns, and process risks, pushing back when necessary to protect customers, the team, and the brand.Led execution of the company’s first and second SEMA trade show, owning logistics coordination, booth execution, product demos, lead capture, and alignment. Support product launches, training, and marketing initiatives by ensuring customer-facing readiness and documentation accuracy before release.