Leah Lacombe

About Leah Lacombe

Over the past five years, I’ve grown from a Business Development Representative to a Senior Customer Success Manager in the compliance and ethics space. Our software empowers whistleblowers to speak up about unethical concerns, and it’s incredibly rewarding to know my work contributes to a more transparent and ethical world.I manage a portfolio of enterprise customers across three SaaS platforms (legacy Convercent, OneTrust, and now EQS), helping them achieve their compliance goals and navigate complex migrations. Having experienced two acquisitions in three years, I’ve become highly agile and resilient, balancing technical learning, strategic guidance, and honest communication through constant change.What I love most about my role is building meaningful, trusting relationships with my customers. I lead with empathy and authenticity, creating partnerships rooted in transparency and genuine care for their success. I’m passionate about driving measurable impact, aligning product value to customer goals, and championing both customer and company success every step of the way.Core Competencies:Customer Retention & Growth • Executive Stakeholder Management • Escalation Management • Churn Mitigation • SaaS Renewals • Platform Migrations • Cross-Functional Leadership • Revenue Protection • Strategic Problem Solving • Enterprise Customer Success

Experience

1. Senior Customer Success Manager

   EQS Group

   Jan 2025 — Present · CO, US

   The OneTrust ethics cloud (formerly Convercent) was acquired by EQS Group January 2025.I protect and grow strategic SaaS customer relationships within a highly complex, post-acquisition and platform migration environment. I operate beyond the traditional scope of Customer Success, functioning as a strategic quarterback across the organization to remove blockers, mitigate churn risk, and drive measurable customer and business outcomes.Key Impact:• Manage 2.5 million book of business across 20 strategic and high risk enterprise accounts• Customer-first mindset, forming meaningful relationships that foster trust • Lead customers through complex platform transitions, migrations, and change management initiatives• Proactively monitor account health, identify risks and adoption opportunities • Collaborate cross-functionally with Leadership, Product, Support, Engineering and Sales to advocate for customer needs • Provide best practices, training, and strategic guidance to optimize the customer experience• Drive renewal ownership and strategy, managing negotiations and ensuring alignment on delivered value and continued partnership

Education

• Eastern Illinois University

  Bachelor's degree, Communication Studies Minor in Business Administration

  2009 — 2013

Skills

• Temporary Staffing
• Leadership
• Customer Service
• Interviews
• Staffing Services
• Technical Recruiting
• Human Resources
• Training
• Management
• Microsoft Word
• Sourcing
• Temporary Placement
• Event Management
• Talent Acquisition
• Social Media
• College Recruiting
• Recruiting
• Microsoft Office
• Sales
• Event Planning
• Time Management
• Microsoft Powerpoint
• Powerpoint
• Microsoft Excel
• Applicant Tracking Systems
• Social Networking
• Cold Calling