Sara Lablance
Customer Success Team Lead @Gatekeeper
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WORK HISTORY
Customer Success Team Lead @Gatekeeper
Developed and executed operational strategies across NA and APAC CS teams, supporting 180+ accounts and $10.3M ARR; aligned segment-specific engagement models to broader company goals.→ Maintained oversight of 10+ strategic accounts ($1.33M ARR), modeling CS best practices and directly influencing value realization and customer satisfaction. → Led process optimization initiatives, including quarterly portfolio reviews and success planning, increasing customer health scores by 21% and PS revenue by 15%. → Designed and implemented scalable enablement programs across regions focused on onboarding, soft skill development, and advanced product knowledge. → Spearheaded CS team tooling evaluation and feedback loops with RevOps, improving tech stack adoption and operational workflows. → Cultivated a data-informed team culture, leveraging KPIs like NRR, adoption, and customer health to guide coaching, process adjustments, and executive reporting.→ Establish clear performance expectations/ goals for the CS team, aligned with departmental and company OKRs and objectives. → Create a culture of collaboration and knowledge sharing, providing the team with a brave space to share feedback directly.→ Serve as a mentor/ coach to CSMs by providing regular call coaching, guidance and support, professional development plan creation and execution.
EDUCATION
University of Fredericton
Master of Business Administration - MBA, Business Analytics Leadership
St. Clair College
Advanced Diploma, Business Administration Marketing
Institute of Technology, Sligo
Honours Bachelor of Business, Marketing
SKILLS
ABOUT SARA LABLANCE
About Me As an avid lifelong learner, I relish the opportunity to challenge myself and continue learning. I\'ve found my niche in the world of work in Customer Success, a field where I can use my excellent analytical and communication skills while confusing my Mom about what it is I do for a living! As an employee, I enjoy connecting with both internal and external stakeholders to foster meaningful relationships and learn from one another. As a person, I love thrifting, true crime, and all things outdoors. I\'m an avid reader and love a long walk with a good podcast, with \'Swindled\',\'Sistas who Kill\', and \'You\'re Wrong About\' in my heavy rotation. Having completed my Master\'s of Business (MBA) with a major in data analytics, I am deeply committed to leveraging my expertise in analytics, communication, and team development to drive strategic initiatives that deliver retention, account growth, and advocacy. I am passionate about cultivating a culture of empathy and collaboration within my team, while also championing DEI initiatives that promote inclusivity and belonging for all stakeholders. TLDR: → 5+ years of experience in SaaS environments, with deep expertise in Customer Success, AI technologies, and scalable learning & development initiatives. → 2+ years as a dedicated mentor and people leader, with a servant leadership style that prioritizes growth, autonomy, and psychological safety. → MBA with a concentration in Data Analytics Leadership, enabling strategic, data-informed decision-making to drive process improvement and business outcomes. → Proven ability to scale CS operations and best practices using a systems thinking approach—improving efficiency, retention, and adoption across global teams. Don\'t be shy! Feel free to drop by my DMs to chat all things CS.
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