S

Samantha M

About

Detail

Customer Success | Customer Support | Operations | Social Media | Marketing
Crans-Montana, Valais, Switzerland
Contact Samantha regarding: 
work
Full-time jobs

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • C
    Chief Executive Officer
    Coach Up
    Dec 2025 - Current (11 months)
  • Heartbeat
    Customer Experience Specialist
    Heartbeat
    Mar 2025 - Current (1 year 8 months)
  • Heartbeat
    Customer Success Specialist
    Heartbeat
    Mar 2025 - Dec 2025 (10 months)
    - Conduct weekly live product walkthroughs, managing prospect pipelines - Deliver strategic consultation calls to optimize customer outcomes, reducing churn and maximizing platform ROI - Provide technical support and relationship management, ensuring customer satisfaction and long-term retention
  • Paperbell
    Customer Onboarding
    Paperbell
    Sep 2022 - Current (4 years 2 months)
  • Paperbell
    Sponsorships and Customer Success
    Paperbell
    Sep 2022 - Current (4 years 2 months)
    - Conduct personalized 30-minute onboarding sessions with new customers, ensuring smooth platform adoption and setting foundation for long-term success - Manage strategic partnership development with coaching brands, negotiating value-added programs that expand market reach while providing educational access - Build and maintain B2B partnerships in the coaching industry, creating win-win opportunities that drive both customer acquisition and brand value
  • Paperbell
    Partnerships and Customer Success
    Paperbell
    Sep 2022 - Current (4 years 2 months)
    - Conduct personalized 30-minute onboarding sessions with new customers, ensuring smooth platform adoption and setting foundation for long-term success - Manage strategic partnership development with coaching brands, negotiating value-added programs that expand market reach while providing educational access - Build and maintain B2B partnerships in the coaching industry, creating win-win opportunities that drive both customer acquisition and brand value
  • Podia
    Senior Creator Success
    Podia
    Jul 2020 - Oct 2023 (3 years 4 months)
    Resolved 60+ daily support tickets with 97% CSAT, managing escalations and delivering technical solutions that drove customer retention Led weekly product walkthroughs and strategic consultation calls, reducing churn through proactive guidance and platform optimization Built customer request tracking system to prioritize product enhancements, improving team alignment and user satisfaction Streamlined internal operations by updating macros and Help Center documentation for faster resolution times
  • Podia
    Senior Creator Support
    Podia
    Jul 2020 - Aug 2023 (3 years 2 months)
    • Managed 60 tickets daily with a 97% CSAT score, resolving issues efficiently and handling escalations.
    • Developed a customer request system to streamline product team decision-making, enhancing user satisfaction.
    • Updated macros and Help Center articles for streamlined communication and team alignment.
  • TOGGL
    Customer Support Team Lead
    TOGGL
    Nov 2018 - Jun 2019 (8 months)
    • Developed the first knowledge base at Toggl Plan, resulting in a 36% reduction in customer support tickets.
    • Improved CSAT by 10% over six months while decreasing average handle time by 2 minutes.
    • Led the Customer Support Team to provide exceptional service and support to clients remotely.
  • TOGGL
    Customer Support Specialist
    TOGGL
    Mar 2018 - Oct 2018 (8 months)
  • S
    Social Media Manager
    May 2015 - Jun 2017 (2 years 2 months)
    • Ensured consistency, timeliness, and channel-specific adaptation of social media posts to enhance audience engagement and brand coherence.
    • Led the development of creative content, including images and videos, resulting in a 23% increase in viewer interaction.
    • Collaborated with cross-functional teams to drive brand visibility and increase brand recognition across platforms.
  • Wishpond (TSXV:WISH)
    Content Marketer
    Wishpond (TSXV:WISH)
    May 2014 - Apr 2015 (1 year)
  • E
    Events Marketing Manager
    Aug 2012 - Jun 2015 (2 years 11 months)
    • Managed in-person activations, set up and tear down of events, reporting, scouting, and hiring for real-life experiential marketing campaigns across western Canada.
    • Organized main events for Toyota and Lexus, offering test-drives to potential buyers to drive sales and brand awareness.
Education verified_user 0% verified
  • Simon Fraser University
    Simon Fraser University
    Simon Fraser University
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