Lauren Mullane
- Role
- Director of Customer Success at Whip Around
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Lauren Mullane
As a Director of Customer Success, I am passionate about ensuring our customers have a…
Experience
Director of Customer Success
Oct 2020 — Present
Responsible for building and leading the customer success team - Drive the customer success strategy and processes for the team including renewal forecasting, success planning, business reviews, adoption playbooks, and more - Regularly provide visibility of accounts at an executive level both internally and externally, defining progress against customers\' business objectives - Develop and deliver GTM initiatives to improve the effectiveness and efficiency of sales and adoption capabilities for our prospects and customers - Train and work with the customer success team to ensure we are helping clients achieve value from the product and facilitate product adoption - Leverage data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns - Standardize the success plan for customers in their segments - Manage escalations from the customer success team - Determine the customer success teams\' KPI metrics and help them deliver - Drive alignment with renewals, expansion, retention, and sales - Recruit, mentor, groom, and inspire the best team ever - Set up training and mentoring to grow the team and build a pipeline of great candidates - Determine a process for giving the executive team ongoing access to performance metrics, noting key gaps and successes each quarter - Ensure all customer and product feedback is delivered to the Product Team and is prioritized - Make timely decisions and implement strategies to drive customer success - Received Whip Arounder of the Year Award in 2020 - Received the Chairman of the Year Award in 2021
Education
Midlands Technical College
Associate's degree, Business Administration and Management, General
2012 — 2014
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