Theja C

Client Success Manager

May 2024 - Present • 2 yrs 2 mos

• Built strong, trust-based relationships with clients through personalized product trainings, workflow walkthroughs, strategy reviews, and consistently exceeding delivery expectations. • Owned end-to-end success for all of company’s clients, acting as the primary point of contact and strategic advisor. • Served as the voice for clients, translated client feedback into actionable internal tasks while improving collaboration across Product, Engineering, and Operations. • Helped build internal onboarding systems, SOPs, and documentation that streamlined knowledge transfer and reduced operational errors. • Monitored client health signals (usage, performance, engagement) to optimize strategies and improve retention, contributing to a 15% boost in NPS. • Conducted monthly success reviews showcasing outcomes, ROI, and opportunities for growth — driving consistent renewals.

Client Account Associate

Sep 2023 - May 2024 • 8 mos

• Managed full-spectrum communication, content delivery, and success strategy for the company’s flagship client; later scaled to 10+ accounts at once. • Coordinated closely with clients’ internal teams to ensure alignment across all software, processes, and tools used in delivery. • Designed AI workflow automations that reduced manual tasks and improved overall internal efficiency by 25%. • Created detailed content audits, performance reports, and optimization recommendations that improved client engagement and strategy alignment. • Maintained exceptional organization while managing competing priorities across content, strategy, and daily communication channels.