Lauren Universe
Client Success Manager at Newzoo
- Role
- Client Success Manager at Newzoo
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Lauren Universe
Have been working in the gaming industry since 2019, starting at SuperData (a formerly Nielsen company) and now at Newzoo. As a Client Success Manager at Newzoo, I own the entire relationship with my clients, including onboarding, training, adoption, retention, and satisfaction. I provide quarterly reviews; proactively educate my clients about our data, use cases, and best practices; and work on improving my own knowledge of the games industry to help further my clients\' successes. My current client base encompasses $3.5mn ARR, with additional cross-department deals and opportunities that I identify through building positive relationships with my clients. I love working on ways to improve internal processes, solidifying a wide range of playbooks and frameworks, and ensuring all projects are completed on schedule. I received my MA in Psychology from SUNY New Paltz. My thesis investigated violent video games and aggression, looking at frustration as a moderating variable. Also, I have two cats who I love dearly.
Experience
Client Success Manager
May 2021 — Present
Proactively manage the success of a portfolio of customers to deliver consistent value across the entire lifecycle and maintain positive relationships with clients • Coordinate and deliver basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability • Advise customers on best practices to gain maximum value from Newzoo\'s products. • Consistently demonstrate knowledge of Newzoo\'s platform best practices, stay up to date on trends in the industry, and operate as a Customer Success advisor for my customers. • Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct routine account performance planning and reviews. • Grow client lifetime value through proactive engagement with key stakeholders to identify and pursue upsell opportunities. • Act as a Newzoo product expert for my customers and other departments at Newzoo; occasionally assist on Sales or Marketing calls/webinars as a CSM & Newzoo expert. • Inform the future of the Newzoo platform through product feedback requests and proposals, both internally and customer-driven. • Drive customer advocacy in the form of references, referrals, and case studies • Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meeting and exceeding personal and team quotas. • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings. • Travel regularly to Amsterdam to the home office; travel nationally and internationally for conferences and events.
Education
The University of Huddersfield
Semester Abroad, Psychology
2010 — 2010
State University of New York at New Paltz
Bachelor of Arts (B.A.), Psychobiology, Evolutionary Studies
2008 — 2012
State University of New York at New Paltz
Master of Arts (M.A.), Psychology
2012 — 2014
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