Latoya Tufts
Client Success @ Otus | Driving People-centric Strategies and Data-Driven Insights
- Role
- Client Support Specialist at Otus
- Location
- Decatur, GA, US
- LinkedIn followers
- 500 followers
About Latoya Tufts
Customer Success and UX Research professional with over 3 years of experience in SaaS, data analysis, project management, and stakeholder engagement. Adept at leading cross-functional teams and managing complex customer journeys to optimize product experiences and drive user retention. Skilled in leveraging CRM tools (Salesforce, Zendesk) and research platforms (Dovetail, Dscout, SurveyMonkey, Usertesting) to uncover actionable insights and enhance customer success. Career highlights and strengths include: Reduced Customer Attrition by 50% through Data-Driven Insights At Amplinate, LaToya leveraged stakeholder interviews and telemetry data to identify critical drop-off points in the customer journey. By implementing peer-to-peer learning strategies and optimizing onboarding processes, she successfully reduced week 2 customer attrition by 50%, demonstrating strong data analysis, customer success management, and strategic implementation skills. Scaled Educational Program with 97% Retention While Tripling Enrollment As Site Director at SMASH Wharton, LaToya strategically scaled the program from 30 to 90 students while maintaining a 97% student retention rate. She achieved this by fostering stakeholder engagement, optimizing program operations, and instituting quality assurance practices—highlighting her strengths in program management, stakeholder relations, and process improvement. Drove Global Product Enhancements Through Strategic UX Research In her role with Amplinate, LaToya spearheaded international UX research projects for major clients like Google, Meta, and Amazon. Her culturally-adapted product recommendations influenced global product strategies across markets such as Brazil, India, South Africa, and the UK, showcasing her expertise in UX research operations, cross-functional collaboration, and data-driven product innovation.
Experience
Client Support Specialist
May 2025 — Present
Education
American University
Master's degree
2014 — 2015
Georgetown University
Bachelor of Arts (B.A.)
2008 — 2012
University of Cape Town
Study Abroad
2010 — 2010
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