Lauren Dye
Customer Success, Team Lead | Driving Business Outcomes, Building Relationships
- Role
- Customer Success, Team Lead at Jb Warranties
- Location
- Shawnee, KS, US
- LinkedIn followers
- 500 followers
About Lauren Dye
Leading the charge at JB Warranties, my focus is on guiding our team to excel in strategic client engagements, ensuring the adoption of our software solutions, and achieving pivotal business goals. My approach blends industry knowledge with a passion for driving operational excellence and customer satisfaction.Reflecting on my tenure at ServiceTitan, we nurtured customer relationships that propelled the average ARR to over $4.2 million, leveraging my prowess in Salesforce Lightning, Zoom, and Tableau. Certified as a Customer Success Manager, I am committed to crafting exceptional customer journeys and fostering sustainable growth.
Experience
Customer Success, Team Lead
Nov 2024 — Present
As the Customer Success Team Lead at JBW, I lead a team focused on driving adoption of JB360, the integration between ServiceTitan and JB Warranties. We ensure seamless onboarding and continued value realization. Our team partners closely with Sales to support program adoption, retention, and customer satisfaction nationwide.Key Responsibilities-Lead and mentor a high-performing Customer Success team to meet KPIs, improve client satisfaction, and reduce churn-Oversee onboarding, training, and support for JB360 users, ensuring smooth transitions and strong adoption across all customer segments-Work directly with a diverse client base, from owner-operators to PE-backed firms and aggregators, adapting strategies to their business goals-Consult on ServiceTitan account setup and workflow optimization to improve integration and efficiency-Collaborate with Product, Sales, Claims, and Support teams to advocate for customer needs and optimize the JB360 platform-Develop and implement success strategies, playbooks, and best practices for the HVAC, plumbing, and home services industries-Create enablement resources to support internal training and customer self-sufficiency-Analyze usage data to identify trends, mitigate risks, and uncover upsell or expansion opportunities-Act as a subject matter expert on JB360 and ServiceTitan, supporting feature adoption and platform enhancements.Key Achievements-Built the Customer Success department from the ground up, including team structure, processes, and success metrics to support scalable growth-Improved customer retention through proactive engagement and personalized success planning-Streamlined onboarding processes, enhancing customer experience and boosting satisfaction scores-Supported the successful rollout of new JB360 features, increasing user engagement and platform utilization-Coordinated and executed the first-ever JBX Live event for the trades, driving brand visibility and industry engagement.
Education
DeVry University
Bachelor of Science (BS), Health/Health Care Administration/Management
2015 — 2016
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