Customer Success Project Manager

Jennifer Underwood, M.Ed.

813-***-**** **************@******.*** www.linkedin.com/in/jennifer-underwood2000 Experienced customer-facing professional, efficient in driving SaaS adoption, managing large portfolio, leading customer onboarding, success planning, expansion and renewals. Celebrated for building long-term relationships with customers; proven success in delivering authentic customer experiences, collaborating internally and externally to ensure customers realize and experience the full value of their technology investment. Adept at tracking customer health scores and adoption metrics, implementing strategic interventions, and optimizing implementations to reach success goals.

B2B post-sales customer journey

Client relationship management

Quarterly Business Reviews

Success planning

SaaS implementation and adoption

Client onboarding, retention, expansion, and

renewal

Professional development and e-learning

Project management

Lead Customer Success

PROFESSIONAL EXPERIENCE

Customer Success Manager (Promotion) May 2022 - Mar 2025 Served as the primary POC, trusted advisor & advocate, and project manager for a book of business of over 300 accounts, valued at 4.6M+ in ARR; delivered exceptional customer service while collaborating with district leaders, including superintendents, directors, c-suite, and tech personnel and internally with sales, product, education, and marketing teams to drive adoption. Additionally:

• Developed new business opportunities with current book of business by proactively engaging with district leaders

• Championed strategic initiatives for districts seeking to revitalize hardware and instructional software in the classroom

• Collaborate and strategize with account executives to drive adoption, engagement and value to strategic districts

• Strategically aligning with districts’ initiatives ensuring maximum ROI

•Created targeted communication to reach different personas and support tech-touch delivery to 50,000+ contacts using Hubspot and Gainsight

•Consistently met and exceeded KPIs concerning outreach, adoption, growth, and renewals in B2B users

•Served as a member of the 4-person newsletter team responsible for designing and creating monthly outreach that highlighted features of the software and upcoming events and was delivered to 1+M contacts with an average open rate of 22%

•Guided customers through software setup utilizing Salesforce and Gainsight and delivered remote onboarding, professional development, and specialized webinars via Zoom, Google Meet, and Microsoft Teams to support and empower users in my book of business

•Worked in tandem with sales and customer education team pre- and post-renewal to increase awareness of new software offerings and product tiers (Lumio Spark); promoted and guided implementation of pilots to encourage conversion of sale and add ARR SMART Technologies, (Remote)

Hardware and instructional software provider servicing educational, corporate, and federal customers worldwide, valued at 250M+

•Analyzed customer usage metrics in Gainsight, PowerBi, and MixPanel; implemented strategic interventions to increase adoption and minimize churn

•Acted as customer advocate and assisted with issue resolution; escalated cases as needed

•Collaborated closely with members across the UCE to ensure optimal customer outcomes and secure an 89% renewal rate

• Led webinar offering provided by the CS team, which included scheduling, creating registration links, surveys, certificates, and presentation files, as well as reviewing recordings for edits, managing landing pages, sending post-webinar communication, and analyzing survey data for 120+ webinars/year

• Co-led production of summer virtual conference that offered 40 different sessions for participants to attend over two days and streamed to 25,000+ global viewers

• Partnered with teammate to offer book study of The Customer Success Professional’s Handbook to contribute to foundational CS knowledge for SMART’s newly formed CS team Professional Development Specialist July 2019 - May 2022 Served as a vital member of a 6-person implementation team that created and delivered customized professional development to school districts across North America. Additionally:

• Partner with sales, services, and technical support to meet customer needs and increase success rate

• Design and develop implementation pathways to ensure hardware and SaaS solutions are integrated into best teaching practices in all classrooms. Conducted needs assessments to define learning objectives and customize sessions

• Utilized ADDIE model and feedback surveys to measure effectiveness of training; used data to make revisions to training pathway as needed

• Content creator for the Lumio Library, giving curriculum access to thousands of teachers across the globe

• Produced blurbs/write-ups and utilized Canva to create digital assets to support the rebranding and transition of SMART Learning Suite Online to Lumio

• Designed and created assets for social media campaign to encourage SMART/Lumio posts to build groundswell

• Created, designed, and authored the original Lumio newsletter delivered to over 1M+ educators

• Mentored and onboarded new team members as the team expanded

• Provide professional development and coaching on SMART solutions to enterprise K-12 district communities across southeastern North America

• Develop long-term planning with large district accounts for effective implementation, renewal, and expansion of solutions (Pinellas County, FL, Orange County, FL, Cobb County, GA, Jackson, AL, Charter Schools USA)

Professional Learning Consultant Aug 2017 - June 2019 Facilitated professional development and coaching for under performing school districts. Priority areas: Digital Leadership and Learning Development and Coaching, Digital Practices Assessment, Instructional Practices Assessment, Rigor Relevance Framework, Blended Instruction, and Literacy Development

• Coordinating events with enterprise districts ensuring transformation of key learning across the organization (Cobb County, GA, Houston, TX, Petersburg, VA, US Virgin Islands) International Center for Leadership in Education (ICLE), (Remote) Division of HMH, Instructional/Leadership supports and guidance for schools seeking to incorporate rigorous instruction, blended learning, and Rigor and Relevance Framework into their classrooms Program Coordinator, Information Literacy, Communication and Technology (ICT) and Instructional Materials June 2015 - June 2017

Solely responsible for all Library Media and Technology programs in 100+ schools supervising programs objectives, budget, personnel training, and alignment with School District Board Policies as well as oversight, dispersement, and audit of all district’s instructional materials budget. Additionally:

• Initiated the transformation of current media centers facilities in 90 schools into collaborative hubs and MakerSpaces to increase effectiveness for all users

• Facilitated the selection, acquisition, and implementation of the district’s instructional materials for high-impact instruction

• Develop Single Sign-On procedures for rostering of vetted resources through SaaS providers such as ClassLink

• Facilitated business opportunities with outside vendors and organizations for renewal and expansion of resources and subscriptions

• Led high-performing teams of directors and school-based principals on district initiatives

• Managed and aligned $5 Million budget to maximize district-wide instructional resources

• Developed and facilitated online professional learning communities to maximize communication between district leadership and school-based personnel

• Designed and implemented training programs for school-based Resource Management Associates and new hires

• Coordinated with district and school-based administrators to provide technical assistance on the district-adopted digital instructional materials

Supervisor of Volunteer Programs, Jan 2012 - Sept 2014 Communications and Gov. Relations

Responsible for all school volunteer programs in 100+ schools supervising programs objectives, budget, personnel training, student safety, and alignment with School District Board Policies. Additionally:

• Developed and facilitated online professional learning communities for school personnel and community supporters

• Provided support and professional development for school volunteer coordinators

• Coached district administrators and school-based principals on priority initiatives

• Trained, coordinated, and provided technical assistance to administrators on the district’s SchoolConnects communications system including Raptor for volunteer screening

• Collaborated as liaison with local community agencies on student programs and recognition events

• Curated Pasco’s social media sites including Facebook and Twitter Appointed interim director overseeing department and district initiatives during a leadership transition Supervisor of Media and Technology Programs (Promotion) June 2010 - Jan 2012 Responsible for all Library Media and Technology programs in 100+ schools supervising programs objectives, budget, personnel training, and alignment with School District Board Policies. Additionally:

Pasco County School District, Land O Lakes, Florida K-12 Public Schools including 106 schools, 86,000 students and employing over 5,000 teachers

• Direct supervision of department’s support staff: (2) District Level Instructional Media Specialists; (1) Instructional Trainer Coach for Media Technology Services; (3) Media Automation/Resources Technicians

• Co-administer and lead content consultant and developer for district’s Learning Management System

• Developed systems for data-based decision-making, planning, implementation, supervising and evaluation of Media Automation and Resources

•Wrote specifications for educational facilities, media and technology systems, equipment and materials

•Worked in partnership with other district departments through audits and evaluations of instructional media and technology programs and services

• Developed Single Sign-On protocols for rostering of user access to resources Summer Virtual Trainer, Parentsquare, (Contract/Remote), Summer 2022 Elementary Assistant Principal, Richey Elementary, Pasco Co. Schools, Florida, 2014 Online Instructor, Florida Center for Instructional Technology, USF, Tampa, Florida, 2016 Instructional Trainer Coach, Pasco Co. Schools, FL, 2006 - 2010 Instructional Media and Technology Specialist, Pasco Co. Schools, FL, 2000 - 2006 Classroom Teacher, Pasco Co. School District, Land O Lakes, FL, 1995 - 2000 EDUCATION

• M. Ed., Educational Leadership and Policies, University of South Florida, Tampa, Florida, 2005

•Graduate coursework in Instructional Technology, Early Childhood, Library Media, USF, 1998

•B.S., Elementary Education, University of South Florida, Tampa, Florida, 1995 CERTIFICATIONS, AWARDS, AND HONORS

• Customer Success Manager

Certification, 2024

• Apple Distinguished Educator, 2002

• Gainsight Certification, 2023

TECHNICAL SKILLS

Leader with over twenty-nine years of educational experience, customer success, professional development and adult learning, instructional design, implementation, creator of virtual instructional programs across core curriculum content areas, integrated technology literacy consultant, expert Microsoft, Apple, and Google solutions, Gainsight certified, Salesforce, Hubspot, Canva, and Learning Management System expertise

ADDITIONAL PROFESSIONAL EXPERIENCE

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