Courtney A.

I’m an experienced Customer Success and client operations leader with a background spanning full-service marketing agencies, enterprise and corporate accounts, telemedicine, local services, law firms, SaaS, shopper marketing, OOH, and digital advertising. My sweet spot is the intersection of client success and operations. I can lead the client relationship, run a strategic QBR, manage a complex escalation, and protect retention, then turn around and fix the internal workflow, project plan, CRM, or automation creating the problem in the first place. I’ve managed multi-million-dollar account portfolios and supported $25M+ books of business, while also building the systems and processes that keep high-growth teams running. I’m comfortable working directly with founders and executives, coordinating cross-functional teams as the "operational nucleus", managing projects, documenting processes, and becoming the person who actually owns the follow-through. My experience includes: • Customer success and account management • Client onboarding, retention, and escalations • Strategic QBRs and executive client communication • Project and cross-functional team management • CRM and pipeline management • ClickUp, Asana, Salesforce, Airtable, Smartsheet, and related systems • Workflow design, SOPs, and process improvement • Low-code/no-code automations and AI workflows • Reporting, dashboards, and operational visibility • Fractional operations and executive support In my Operations Manager role, I supported a 25+ person cross-functional team across technical, creative, and strategic functions while directly partnering with founders to remove them from fulfillment. I’ve helped stabilize a $75K–$125K/month retainer book through significant team disruption while onboarding $60K in new monthly retainers. I’ve also led go-to-market readiness, testing, and technical scope for a proprietary SaaS platform and built systems spanning client delivery, project management, and production. Earlier in my career, I supported a $25M+ portfolio of 30–40 agency accounts and managed strategic partner operations at Comcast Advertising, supporting a $50M book of business. I built a centralized partner data hub that reduced daily operational email volume by 75% and earned a top performance rating among 350 peers during a major organizational transition. I’m particularly valuable to teams that need someone who can own the client relationship without losing sight of what’s happening behind the scenes. You get a CSM who understands revenue, delivery, systems, and execution, not someone who simply keeps the client updated. If you need experienced fractional Customer Success, client operations, account management, or project support, I’d love to hear what you’re working on.