Lauren Southwood
Account & Client Manager (Renewals & Sales Growth) @InfoTrust
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WORK HISTORY
Account & Client Manager (Renewals & Sales Growth) @InfoTrust
Managed the full customer success lifecycle for enterprise accounts, from onboarding through renewal and expansion. Aligned Google Marketing Product solutions to client goals to drive adoption, retention, and long-term growth.InfoTrust is a digital analytics consulting, data governance, and technology agency that specializes in online measurement architecture to ensure organizations can make confident marketing decisions.• Developed & executed tailored Customer Success Plans for high-risk accounts, rescuing and retaining $600K+ in annual revenue (30% of managed accounts) through proactive updates, consultative QBRs, EBRs, CVRs, and customized solutions• Leveraged AI to provide timely and accurate responses during my client calls and customer interactions • Achieved a 90% client renewal rate, an 8% improvement, by spearheading comprehensive retention strategies focused on onboarding milestones, product adoption, analytics maturity, and value realization• Ensured 100% contract accuracy by calculating prorations, creating contracts, and delivering detailed quotes valued at $3.2M+ annually, enabling reliable forecasting and stakeholder trust• Built and nurtured cross-functional partnerships across Sales, Finance, Legal, and Customer Success, streamlining the resolution process, generating $325K+ in upsell revenue within 6 months and exceeding revenue KPIs• Orchestrated renewal workflows across 32+ accounts, ensuring policy accuracy and alignment with retention targets, resulting in a 90%+ client renewal rate and maintaining a 77 NPS score throughout the customer lifecycle• Delivered strategic guidance across the customer lifecycle, including onboarding, product adoption, analytics maturity, & value realization• Led onboarding and success planning, defining KPIs and customizing client roadmaps to accelerate adoption• Conducted EBRs with C-level customers and strengthening stakeholder trust
EDUCATION
Le Cordon Bleu London
Basic Cuisine Certificate
Saint Leo University
Bachelor of Arts - BA, International Hospitality and Tourism Business Management Minor: Business Management
Google Analytics Academy
Google Analytics Individual Qualification
University of Cincinnati Carl H. Lindner College of Business
Master of Science - MS, Marketing
ABOUT LAUREN SOUTHWOOD
I manage client relationships and drive account growth, with strong knowledge of Property & Casualty insurance concepts. My focus is on guiding customers through the full lifecycle from onboarding, alignment, to renewal and expansion while delivering and consultive solutions that address risk exposure and business objectives. For example, I developed and executed Customer Success Plans for high-risk accounts, rescuing and retaining $600K+ in annual revenue, representing 30% of my managed portfolio accounts. Through proactive engagements, consultative business reviews, and customized renewal contracts, I addressed challenges head on, while strengthening client trust and long term retention. I also built cross-functional partnerships across Sales, Finance, Legal, and Customer Success teams to streamline service delivery, support renewals, and uncover expansion opportunities. This approach generated $325K+ in additional revenue within 6 months and exceeded key performance indicators for revenue growth.With a foundation in sales, account management, and customer success across marketing and technology organizations, I now apply that relationship-driven expertise within the insurance industry. I am currently studying for my Indiana Property & Casualty Insurance license, which I plan to obtain by March 2026.Endorsements:\"I had the chance to manage Lauren, and she quickly became one of those people you\'re genuinely grateful to have on your team. She brings a positive, collaborative energy, and she pairs it with sharp attention to detail and a real instinct for clients need. She asks smart questions, takes feedback seriously, and is very proactive in offering solutions and consultation with her client teams. Lauren learns fast, adapts easily, and consistently shows up in a way that makes both clients and teammates feel supported.\"Sheila Hutchinson, Sheila managed Lauren directly \"Lauren is an exceptional asset to our organization; bringing her innovative solutions forward in the most organized fashion. I\'m most impressed with her comprehensive insights and thoughtful presentations with with both internal and external stakeholders. I highly recommend Lauren. She\'s and incredible go-getter with strong follow-thru.\" Jacqueline McLaughlin, Worked with Lauren on the same team at Kantar Specialties: Customer Success Planning | Renewals & Retention | Account Growth Strategies | Risk Mitigation | Upsell & Cross-Sell | ARR Growth | Contract Negotiation | Executive Relationships | Customer Onboarding | Project Management | Client Retention Strategy
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