Laura Mohan
Director of Customer Success @Carefull
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WORK HISTORY
Director of Customer Success @Carefull
Carefull provides an AI-powered financial safety platform designed to protect older adults and their families from financial fraud, scams, and identity theft.• Act as a trusted advisor to strategic accounts, overseeing onboarding, implementation, and adoption to ensure customer success and maximize value from Carefull’s platform.• Own and execute all Pilot and Proof of Concept (PoC) engagements for enterprise sales opportunities, achieving a 100% win rate and directly contributing to new revenue growth.• Translate client feedback into actionable product insights, collaborating with engineering, product, and design teams to influence roadmap priorities.• Facilitate high-impact Strategic Business Reviews to reinforce customer value, influence stakeholder buy-in, and support long-term retention strategies.• Deliver regular reporting on client health, renewals, churn, and customer success KPIs to executive leadership on a weekly, monthly, and quarterly basis.• Created scalable customer engagement, onboarding, and account management playbooks to drive operational efficiency.• Maintain expert-level knowledge of the Carefull platform to support client needs and inform internal strategy.• Lead customer education efforts through webinars, consultations, and one-on-one product demonstrations.
EDUCATION
Canisius University
Bachelor of Arts, Dual Major: Spanish & Adolescence Education
Universidad Nacional de Mar del Plata
Spanish Language and Literature
Universidad de Oviedo
Spanish Language and Literature
University at Buffalo School of Management, The State University of New York
Master of Business Administration, Finance and Consulting Concentrations
ABOUT LAURA MOHAN
Experienced Account Management, Customer Success, and Finance Professional; bilingual (English and Spanish) MBA graduate with a teaching background.
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