Lauren Dunlop

WORK HISTORY

EDUCATION

SKILLS

ABOUT LAUREN DUNLOP

I am experienced in scaling Customer Success in a fast-growth Reg-tech SaaS organisation where I was responsible for driving adoption, improving processes, making data-led decisions and upskilling team members. As a CSM, I work with key stakeholders at global organisations, driving ROI and reducing Time to Value by creating success plans based on strategic business objectives and measurable goals.I’m currently looking for my next challenge and would love to talk to any organisations looking to expand their CS Team: Growing and upskilling our CS Team in the UK and Sydney Driving member of a working group to increase customer adoption Creating a CSM accreditation program and knowledge hub.Re-designing our customer training proposition to bring customers to Value faster. Building out customer insight reporting to enable data-led decision-making.Creating a Voice of the Customer program including surveys and internal playback. Supervising the implementation of Hubspot Service to create scalable communications.Re-defining our customer billing model to better align with customer value.Being an escalation point for incidents & creating cross-functional resolution strategies: B2B SaaS Customer Success Remote Leadership Onboarding Customer Usage & Adoption Customer Retention Training CS Strategy Reg-Tech Customer Management tools (e.g. Salesforce, Hubspot, Zendesk, Confluence, BI Analytics) Coaching Building scalable CS Processes Data-Led Insights #Customersuccess |#onboarding |#Startup |#Leadership \' “ ” \'!