Customer Success & Operations Leader

ANDRIANNA CLIFTON

+1-773-***-**** ****************@*****.*** Houston, TX linkedin.com/in/andriannakclifton Customer Success & Operations Leader

PROFESSIONAL SUMMARY

Customer Success & Operations Leader with 8+ years of experience driving customer retention, operational excellence, revenue growth, and strategic partnerships across healthcare, SaaS, HR technology, fintech, and digital marketing. Proven success leading teams, managing enterprise customer portfolios exceeding $1M in annual recurring revenue, improving operational efficiency through scalable process improvements, and delivering measurable business outcomes through data-driven decision-making and consultative leadership.

Recognized for strengthening executive partnerships, increasing portfolio revenue by 35%, reducing customer churn by 38%, improving healthcare referral operations by 50%, and expanding referral volume by 40%. Trusted by executive leadership, healthcare providers, and enterprise customers to solve complex business challenges, improve customer adoption, and create long-term strategic value.

CAREER HIGHLIGHTS

• Managed a $1M+ annual recurring revenue portfolio of more than 300 enterprise and mid-market accounts, increasing portfolio revenue by 35% while reducing customer churn by 38% through strategic account management and proactive customer success planning.

• Redesigned healthcare referral operations by implementing workflow automation that improved operational efficiency by 50%, accelerated patient onboarding, and increased referral volume by 40%.

• Directed strategic partnerships with more than 200 healthcare referral organizations, strengthening provider engagement, improving referral quality, and expanding organizational growth.

• Built scalable onboarding programs, coaching frameworks, and operational SOPs that improved employee development, process consistency, and organizational efficiency.

• Partnered with executive stakeholders, healthcare leaders, business owners, HR executives, and recruiting leaders to develop customer success strategies that increased adoption, strengthened partnerships, and improved business outcomes.

• Recognized as the organization's top-performing Customer Success Manager by generating the highest expansion revenue while maintaining the highest retained customer portfolio. SKILLS

Skills: Customer Success Strategy, Customer Lifecycle Management, Customer Journey Mapping, Customer Health Scores, Customer Segmentation, Customer Retention, Digital Customer Success, Customer Adoption, Churn Mitigation, Customer Success Programs, Customer Success Playbooks

Executive Relationship Management: Executive Stakeholder Management, Strategic Account Planning, Quarterly Business Reviews, Revenue Expansion, Risk Identification, Success Planning, Trusted Advisor Relationships, Strategic Upselling, Voice of Customer, Cross-Functional Collaboration, Customer Advocacy Revenue & Renewals: Renewal Management, Renewal Forecasting, Revenue Retention, Expansion Revenue, Upsell Identification, Strategic Account Planning, Risk Identification, Customer Value Realization Technical: Salesforce, Hubspot, Zendesk, ServiceNow, CRM Platforms, Customer Success Platforms, Reporting & Analytics Tools, Microsoft Office Suite

Analytics & Operations: Usage Analytics, KPI Reporting, Data Analysis, Customer Health Monitoring, Process Improvement, Workflow Optimization, Scalable Program Development, Reporting & Performance Metrics PROFESSIONAL EXPERIENCE

Welcome HealthCare (Remote) October 2022 - Present Customer Success & Operations Manager Remote

• Manage strategic relationships with 200+ referral partners, including physicians, social workers, home health agencies, rehabilitation providers, and community organizations, serving as the primary point of contact throughout the referral lifecycle.

• Redesigned the referral intake and fulfillment process by implementing workflow automation that reduced manual processing by 50%, improved operational visibility, and significantly accelerated turnaround times.

• Increased referral volume by 40% by strengthening provider relationships, simplifying referral workflows, and delivering ongoing education that improved partner engagement and referral quality.

• Directed the complete referral lifecycle from intake through insurance verification, physician documentation, DME coordination, and home health scheduling, ensuring a seamless patient experience.

• Accelerated reimbursement timelines by improving documentation workflows and reducing delays in physician progress note collection, enabling faster initiation of billable home health and therapy services.

• Led and developed Customer Success team members through weekly coaching sessions, KPI reviews, quarterly performance evaluations, goal setting, and Agile retrospectives that strengthened employee performance and accountability.

• Monitored referral pipeline performance, analyzed operational KPIs, and presented performance dashboards and strategic recommendations directly to the CEO to support executive decision-making. ZipRecruiter (Remote) March 2021 - May 2022

Enterprise Customer Success Manager Remote

• Increased portfolio revenue by 35% while reducing customer churn by 38% through proactive account management, executive relationship development, and strategic customer success planning.

• Managed the complete post-sale customer lifecycle from implementation through renewal, serving as the primary strategic advisor for enterprise and mid-market organizations.

• Developed customized success plans utilizing hiring forecasts, KPI analysis, product adoption metrics, and industry trends to align customer objectives with measurable business outcomes.

• Conducted executive business reviews with CEOs, business owners, HR leaders, recruiting directors, and talent acquisition executives, translating platform data into strategic hiring recommendations.

• Delivered bi-weekly executive reporting highlighting customer health, hiring performance, product adoption, growth opportunities, and potential retention risks.

• Rescued a high-risk enterprise customer representing more than 200 individual offices by creating a customized adoption strategy, executive engagement plan, and office-specific incentive program that significantly increased adoption and prevented account loss.

• Partnered cross-functionally with Sales, Product, Development, and Technical Support teams to resolve customer challenges, optimize implementations, and improve platform adoption.

• Led customer onboarding, executive training, adoption initiatives, renewal negotiations, upsell opportunities, and cross-sell strategies throughout the customer lifecycle.

• Leveraged Salesforce daily to manage account health, forecast opportunities, document customer strategy, and maintain executive visibility across a diverse portfolio.

• Recognized as the organization's top Customer Success performer for generating the highest expansion revenue while maintaining the highest retained customer portfolio.

Yelp April 2019 - March 2021

Customer Success Manager Chicago, IL, USA

• Managed 50–60 customer engagements daily, balancing campaign optimization, account management, billing support, retention, and revenue growth across a diverse customer base.

• Consulted with business owners across multiple industries to optimize digital marketing campaigns using location-based insights, competitive analysis, customer behavior, and industry trends.

• Increased customer retention by identifying campaign performance barriers, educating clients on platform functionality, and implementing customized optimization strategies aligned with business objectives.

• Generated additional revenue through consultative upselling and cross-selling by recommending advertising investments that aligned with customer growth goals and market opportunities.

• Managed billing inquiries, payment processing, collections, account maintenance, and campaign updates while maintaining positive customer relationships and protecting recurring revenue.

• Collaborated with Sales and Leadership to resolve escalated customer concerns, improve account performance, and strengthen long-term customer engagement.

• Guided customers through campaign analytics, advertising performance metrics, click activity, and optimization recommendations that improved confidence, product adoption, and return on investment. Venmo January 2018 - December 2019

Customer Technical Analyst Chicago, IL, USA

• Resolved high-volume customer inquiries involving payment processing, account access, transaction disputes, and peer-to-peer payment activity.

• Partnered closely with Fraud Operations to investigate suspicious transactions, identify potential fraud, and ensure compliance with financial security policies.

• Analyzed transaction history, account activity, and customer relationship data to determine appropriate account resolutions while balancing customer experience and risk mitigation.

• Collaborated cross-functionally with Risk, Fraud, and Operations teams to resolve escalated account issues and improve overall customer outcomes.

• Utilized Zendesk to document investigations, manage case workflows, and ensure timely resolution of complex customer issues. EDUCATION

Northern Illinois University August 2009 - December 2013 Bachelor's, Business

Scrum Alliance

Certification, Certified ScrumMaster® (CSM)

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