JUSTIN
WILSON
CUSTOMER SUCCESS MANAGER
CONTACT
***********@*****.***
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%