Customer Success Manager

Erin McHargue

*************@*****.*** • 314-***-**** •LinkedIn Profile

Client Experience & Success Partner Onboarding Strategist Workflow Optimizer Dynamic, people-first operator with 10+ years of experience turning messy onboarding and engagement processes into sleek, scalable systems. I thrive behind the scenes—crafting retention rituals, smoothing friction points, and building client experiences that feel effortless. Whether it’s launching new workflows, managing feedback cycles, or coaching clients toward clarity, I bring high-touch energy and low-maintenance execution. Fast with tech, fluent in people, and obsessed with making the experiencefeel good and work well. Education and Certifications

Bachelor of Science in Education (Magna Cum Laude) University of Missouri-Columbia 2014 Master of Education in Learning, Teaching, Curriculum (Summa Cum Laude) University of Missouri-Columbia 2015 Core Competencies

● Client Onboarding & Activation

● Success Mapping & Retention Strategy

● Workflow Design & SOP Creation

● Feedback Lops & Journey Optimization

● Stakeholder Engagement & Communication

● Project Coordination & Campaign SUpport

● Digital Tool Fluency (Trello, Confluence, Microsoft)

● CRM & System Implementation

● Cross-Functional Team Support

● Human-First, Results-Focused Approach

Professional Experience

Special Project Manager (Seasonal/Part-Time), PromoPlacement Recruiting 2019–Present

● Onboarded clients with clarity, care, and consistency—coordinating kickoff calls, documentation, and project assets.

● Served as the bridge between recruiting, marketing, and vendor teams—ensuring smooth deliverables and high satisfaction.

● Created feedback loops to improve service touchpoints and update SOPs based on client experience.

● Built scalable systems in Confluence and Trello to support lean ops and reduce onboarding time by 30%. Manager, Jimmy John’s 2024 - Present

● Revamped team onboarding and internal communications to support retention and performance.

● Used Google Reviews as a real-time feedback loop to refine customer experience and coaching strategies.

● Designed service rituals and shift systems that improved consistency and engagement. Tutor (Remote, K-8), Carnegie Learning 2024 - Present

● Delivered personalized instruction rooted in engagement data and real-time learner feedback.

● Communicated progress to parents and internal teams, aligning learning plans with performance goals. Instructional Leader & Educator (K-5), Various Schools 2014 - 2024

● Led school onboarding, PD, and change rollouts across grade levels.

● Designed playbooks and feedback systems to align teams and elevate learning experience.

● Awarded "Teacher of the Year" for leadership, collaboration, and culture-building. Wins & Tools

● Created client-facing systems and retention strategies that reduced churn and increased satisfaction.

● Led onboarding and engagement initiatives using project and communication tools.

● Managed virtual collaboration, documentation, and asynchronous workflows.

● Quick to adopt and apply new tech; currently training in Cornerstone and PowerBI.

● Platforms used: Trello, Confluence, Google Suite, Microsoft 365, Canvas, Google Classroom Professional Development

● Instructional Design: Adult Learners and Instructional Design(2023)

Completed via LinkedIn Learning; covered instructional design models and techniques tailored to adult learning styles, with an emphasis on engagement and outcomes.

● Project Management Foundations: Learning and Development(In Progress)

Currently completing via LinkedIn Learning; focused on project management essentials specifically for L&D professionals, including planning, execution, and stakeholder collaboration.

● Change Management for Organizations(In Progress)

Currently completing via LinkedIn Learning; exploring change models, communication planning, and strategies to support organizational transformation and employee buy-in. Summary Of Qualifications

● 10+ years creating clarity in onboarding, training, and service delivery.

● Deep experience coordinating across functions, managing projects, and leading with empathy.

● Known for client activation, low-friction implementation, and improving experience behind the scenes.

● Operates with warmth, efficiency, and a mindset that blends service + strategy.

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