Emme V.

Customer Success and Customer Service Manager with 10+ years of experience managing customer relationships, leading support teams, and building scalable operations across SaaS and e-commerce. I combine hands-on customer support expertise with a strategic approach to retention, account management, team performance, and process improvement. I’ve managed customer portfolios, led support teams, handled complex escalations, improved workflows, and partnered with Product and Engineering to resolve issues and improve the overall customer experience. Key areas of expertise: • Customer Success & Customer Service Management • Account Management, Retention & Renewals • Support Operations & Workflow Optimization • Team Leadership, Coaching & QA • Escalation Management & Customer Advocacy • KPI Reporting, SOPs & Process Improvement • Zendesk, Salesforce, HubSpot, Intercom & Gorgias • AI & Workflow Automation • Cross-functional & Executive Collaboration I’m known for bringing structure to complex operations, building strong customer relationships, and creating support systems that improve both team efficiency and customer retention. If you’re building or optimizing a support or customer success team and need someone who thinks strategically, operationally, and customer-first, let’s connect!