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Senior Client Success & Operations Manager

Strategic client success leader with 8+ years of experience improving customer retention, optimizing service operations, and leading cross-functional initiatives. Known for combining polished communication, process thinking, and measurable business results.

Senior Client Success Manager – Northshore Digital
2021 – Present
Lead enterprise onboarding and retention strategy for a portfolio of 60+ accounts, improving renewal performance and customer satisfaction.
Operations & Service Lead – Bluewave Solutions
2018 – 2021
Managed service delivery workflows, trained team members, and introduced KPI dashboards that improved response times and internal visibility.
Client Relations Specialist – Oakbridge Media
2016 – 2018
Supported client communications, campaign reporting, and issue resolution across fast-moving account teams.

Client Health Score Program
Built a health scoring system that helped account teams prioritize at-risk clients and improve follow-up consistency.
Service Playbook Refresh
Created standardized onboarding and escalation playbooks used across the support and success teams.

George Brown College
Business Administration Diploma
University of Guelph
Certificate in Project Leadership

Skills