Liana Taylor
Fractional Head of Customer Success @Eid Easy
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WORK HISTORY
Fractional Head of Customer Success @Eid Easy
Berlin, DE
As the Head of Customer Success at a fast-growing digital identity startup fresh from closing its first major investment round, I’ve been driving the foundations for scalable, customer-centric growth. My role focuses on building the systems, strategies, and structures that ensure every customer, from onboarding to long-term partnership, experiences seamless value and trust in our solutions.What I lead and delivered:• Built a scalable, product-aligned onboarding program that equips customers to adopt eID Easy quickly and successfully.• Developed a long-term Customer Success strategy designed to increase product adoption, deepen user engagement, and support revenue expansion.• Established key performance metrics and reporting systems to track onboarding success, customer satisfaction, and account growth, including the launch of a new NPS program.• Enabled internal teams through targeted training programs, ensuring operational excellence and sustainability of new processes.• Launched our customer support management process and platform, setting a new standard for responsiveness and support quality.• Created a structured churn-management process addressing operational, product, and risk perspectives to proactively retain customers.
EDUCATION
San Francisco State University
Master of Arts (M.A.) in Education, Instructional Technology
BUSINESS TRENDS ACADEMY (BTA) GmbH
Certification , Systemic Organizational Development
DePaul University
Bachelor’s Degree, Business Administration (Finance Honors)
SKILLS
ABOUT LIANA TAYLOR
As a seasoned Customer Success leader, I specialize in building and scaling strategies that drive client satisfaction, retention, and business growth. Currently at eID Easy, I am establishing the Customer Success function from the ground up, focusing on enhancing customer onboarding, engagement, and long-term success.My work sits at the intersection of customer success, learning design, and organizational enablement—helping teams and customers develop the knowledge and capabilities needed to succeed with complex products and technologies.My core expertise includes: • Enterprise-level Customer Success strategy and execution • Scalable customer success and onboarding process design and operational excellence • Cross-functional collaboration with Product, Sales, and Engineering • Customer lifecycle management (onboarding → adoption → retention) • Data-informed decision-making and value realizationWith 12+ years in the SaaS sector, I’ve held roles across: • Customer Success & Relationship Management • Onboarding, Client Training & Enablement • Product Development, UX & Innovation • Business DevelopmentOver the course of my career, I have managed key accounts including Starbucks, Hewlett Packard, SoundCloud, Check24, Klarna, and others.Beyond operational leadership, I have always been passionate about education, mentorship, and helping people develop new ways of thinking. Whether designing customer training programs, facilitating workshops, or mentoring colleagues, I enjoy creating environments where people can learn, grow, and build new capabilities.This interest in learning and leadership development also led me to organize a three-day Hive Global Leaders conference focused on purpose-driven leadership and personal development.I hold a Master’s degree in Education with a focus on Instructional Technology from San Francisco State University and a Bachelor’s degree in Finance from DePaul University. I have also completed an intensive six-month certification program in Systemic Organizational Development. In addition, my training includes programs from Kaospilot School, IDEO, the Hasso Plattner Institute, and Scrum Alliance, among others.Outside of work, I enjoy outdoor adventure sports, language learning, non-fiction reading, and volunteering for a variety of community initiatives.
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