Natalie Jung

About Natalie Jung

With 11 years of experience in the technology industry, I am an energetic Customer…

Experience

1. Manager, Customer Success Team

   Workiz

   Mar 2025 — Present · Austin, TX, US

   Manage team of 7 Customer Success Managers, including Enterprise, Mid-Market, and SMB/Retention SpecialistsExceed Quarterly NRR goal of 100%Reduce monthly logo churn to less than 2%Oversee Customer Success program for 3,800+ accounts in rapidly growing SaaS environmentCoach team members on skills related to churn mitigation, account expansion, positive customer sentimentDevelop competitions to drive success within the team and incentivize account growth and partnership development through SPIFsAnalyze trends of churn and contractions to develop proactive mitigation strategiesReport on patterns relating to NRR, churn, logo churn, contraction, expansion, and develop strategies to align data with company-wide initiatives and goalsCollaborate with cross-functional teams including Product, Marketing, Business Operations, Finance, Sales, Onboarding, and Customer Support to further improve customer experience and mitigate churn

Education

• Tufts University

  Bachelor of Arts (B.A.)

Skills

• Program Management
• Customer Retention
• German
• Academic Tutoring
• Customer Service
• Youth Mentoring
• Nonprofit Management
• Research
• Training
• Customer Satisfaction
• Strategic Partnerships
• Critical Thinking
• Relationship Building
• Educational Technology
• Superior Computer Skills
• French
• Customer Experience
• Communication
• Copy Editing
• Management
• Public Health Education
• Literary Writing
• Event Planning
• Microsoft Office
• Tutoring
• Italian
• Team Leadership
• Oral & Written Communication Skills
• Community Outreach
• Public Speaking