Shalana Lyee Goodin
Customer Success + Enablement in SaaS | Human Side of Tech Champion | Obsessed with Growth, Retention & Customer Wins 💜 | Fluent in Human-Centered Engagement & Impact
- Role
- Customer Success Manager at Resquared
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Shalana Lyee Goodin
Hi, I’m Shalana (Shuh-LAY-nuh), a high-empathy, high-output Customer Success and…
Experience
Customer Success Manager
Sep 2024 — Present · Tbilisi, GE
Managed a portfolio of approximately 100 SMB customers, generating around $75K MRR and $900K ARR, providing tailored prospecting tools for local businesses.•Executed impactful onboarding and success initiatives, cutting time-to-value by 30%, and conducted over 20 live training sessions, resulting in an 18% increase in CSAT.•Achieved a 91% client retention rate through proactive churn risk identification and targeted outreach efforts.•Led lifecycle engagement strategies and QBR planning, contributing to a 12% revenue growth within a year.•Collaborated with Product, Sales, and Marketing teams to standardize CS playbooks and enhance enablement resources.
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