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Customer Success Manager

Location:
Denpasar Utara, Bali, Indonesia
Salary:
110000
Posted:
June 05, 2025

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Resume:

JUSTIN

WILSON

CUSTOMER SUCCESS MANAGER

CONTACT

408-***-****

***********@*****.***

Denver, CO, USA

www.linkedin.com/in/jwil408/

EDUCATION

Certificate

Leading Remote Teams

Cornell University

Bachelor of Arts

Social Sciences

Chico State University

Teaching Credential

Social Sciences

Chico State University

SKILLS

• Customer Success &

Retention Strategies

• Consultative Selling

• Process Optimization

• Data Driven Insights

• Leading and Developing

Remote teams

• Project Management

• Data Driven Insights &

Performance Analytics

PROFESSIONAL OVERVIEW

Strategic Customer Success Manager and Operations Leader with expertise in enterprise relationship management, client retention, and operational excellence. Adept at building high-performing teams, optimizing processes, and leveraging data-driven decision-making to drive customer engagement and revenue growth. Passionate about solving complex challenges, scaling customer success initiatives, and driving measurable impact. WORK EXPERIENCE

Owner – Zivel Performance and Recovery

Cherry Hills, Colorado 2023 – present

Founded and manage a high-performance wellness and recovery business, overseeing operations, business development, and customer retention.

• Achieved 95% member retention through intentional culture- building and high-touch customer engagement.

• Developed strategic partnerships with local businesses, increasing referral business by 30%.

• Designed and optimized automated customer experience workflows to improve onboarding and long-term engagement.

• Led end-to-end employee management, ensuring high staff retention and training on best-in-class customer service. Director of Strategic Operations – Alluvium Strategies Remote 2023 – 2024

Served as a strategic consultant to the CEO, driving operational efficiency, customer engagement strategies and business scalability.

• Created a ticketing system that streamlined customer support, reducing resolution times by X%.

• Led budget development and resource allocation, optimizing event operations and minimizing overhead costs.

• Collaborated cross-functionally to implement scalable technology solutions, improving client onboarding efficiency. Senior Manager, Member Engagement – Guild

Denver, Colorado - Remote 2022 – 2023

Led a team of 3 managers and 30+ direct reports, ensuring customer success, product adoption, and account growth in a high-paced, enterprise environment.

• Orchestrated 10+ new employer partner launches within 6 months, collaborating across sales, product, and operations teams.

• Spearheaded organizational transformation initiatives, optimizing workflows and increasing engagement metrics by 10%.

• Championed change management strategies, improving internal alignment and ensuring seamless transitions for customers and reduced employer partner training for employees. Manager, Education Coaching – Guild

Denver, Colorado - Remote 2020 – 2023

Promoted due to outstanding leadership, team performance, and impact on customer engagement initiatives.

• Led a top-performing team, consistently exceeding KPI benchmarks and earning an "Exceeding" rating in all performance reviews.

• Developed new performance metrics, increasing customer satisfaction and operational efficiency by 25%.

• Designed team-building and coaching initiatives, fostering a culture of collaboration, accountability, and continuous improvement.

Chief Operating Officer – Top Flight Elite

San Jose, California 2019 – 2020

Directed business expansion, marketing strategy, and operational execution for a growing sports organization.

• Increased revenue by 10%+ through new program development and targeted marketing strategies.

• Implemented a technology-driven feedback system, boosting customer insights and engagement by 200%.

Women’s Basketball Coach – University of California, Irvine Irvine, California 2017 – 2019

Managed recruitment, program operations, and athlete development for a Division I women’s basketball team.

• Recruited top-50 nationally ranked talent, strengthening program competitiveness and increasing team performance metrics.

• Improved team GPA from 2.9 to 3.4, with one-third of student-athletes earning academic honors.

• Optimized budget management processes, improving financial accuracy and reporting efficiency.

ADDITIONAL EXPERIENCE

Project Manager The Kanavel Group – Led large-scale technology rollouts and process optimizations. Network Administrator Campbell Union High School District – Managed data systems and state reporting accuracy improvements.

Assistant Women’s Basketball Coach University of the Pacific – Expanded recruiting pipeline, increasing camp attendance by 200%.

KEY ACHIEVEMENTS

Enhanced Client Feedback – Implemented new systems that increased feedback rates by 200%.

Optimized Performance Metrics – Developed and launched a custom analytics rubric, improving morale and efficiency by 25%

Enterprise Expansion & Growth – Spearheaded multi-client onboarding, increasing customer success rates and partner satisfaction

Operational Efficiency Gains – Designed streamlined workflows that reduced customer service resolution time by 50%



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