Alice Paul Strategic & Data-Driven Customer Success Leader | SaaS, BI,

Customer Success Manager

PeopleGrove

Sep 2025 - Mar 2026 (7 months)

• Owned a mixed-vertical portfolio of roughly 40 higher-ed accounts as dedicated point of contact, supporting program administrators across nursing, PA, medical, pharmacy, and allied health on CORE ELMS.
• Identified CS workflow bottlenecks through Zendesk analysis and scoped the underlying need: BI dashboards that made client data legible to non-technical administrators and leadership, shaping the reporting solution that was to follow.
• Drove adoption of a centralized clinical education system and core features by training administrators to manage student, preceptor, site, and facility data in one platform, consolidating operations that had been split across disconnected tools.

Customer Success Manager

Athena Alliance

Jan 2025 - Sep 2025 (9 months)

• Drove engagement, upsells, and renewals across an 80+ member portfolio of C-suite executives from Fortune 50, 100, and 500 companies, hitting a 98% renewal rate for an executive learning platform.
• Developed 20+ playbooks for emails, success plans, and upsells that standardized the customer engagement team's process, supporting the renewal and expansion results across the executive portfolio.
• Ran a concierge-style matching effort for the 40+ members who opted into peer networking, pairing executives with relevant groups, events, and resources to deepen engagement.
• Drove a 30% increase in member-led events by coordinating across programming and events teams to boost participation in virtual and in-person programming.

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Enterprise Customer Success & Operations Program Manager

Slate Learning Solutions

Apr 2022 - Jan 2025 (2 years 10 months)

• Designed and documented standardized CS playbooks for key lifecycle moments, including onboarding milestones, course adoption check-ins, health monitoring, renewals, and churn-risk intervention.
• Conducted a full audit of the existing Customer Success function, assessing current processes, tools, metrics, and team structure to identify gaps and inefficiencies across the customer lifecycle.
• Established operating cadences and engagement models, defining segmentation, touchpoint frequency, and ownership across the customer base.
• Owned and managed CS Tools (Zendesk/Google Suite/MS Suite/Monday, Zoom), leveraging AI-assisted workflows (Claude/ChatGPT/) to automate processes, improve data integrity, and drive team efficiency

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Customer Success Team Lead & Onboarding Program Manager

Exago BI

Sep 2019 - Mar 2022 (2 years 7 months)

• Improved activation 50%+ and reduced time-to-active 75% across 50 new accounts in two quarters by managing onboarding as a cross-functional delivery program, leading a team of 5 to implement AI-driven workflows across Loom, Monday.com, and Zendesk with end-to-end status tracking.
• Owned technical project management for onboarding a developer client base, managing integration milestones and dependencies and translating between technical stakeholders and the delivery plan.
• Trained on Exago BI to design and maintain dashboards and scheduled reports, giving the team real-time visibility into client health and core CS metrics.
• Resolve

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Customer Success & Operations Manager

Teroforma

Oct 2015 - Sep 2019 (4 years)

• Directed a cross-functional operations team of 10, improving SLA adherence and reducing customer support issues by 50% through process redesign and workflow optimization.
• Led e-commerce operations initiatives, increasing product adoption by 40% and adding 100K+ in ARR through inventory and operational improvements.
• Served as the primary escalation point for high-value and VIP accounts, resolving critical situations with urgency and minimal impact to the client relationship.
• Created a customer insights and feedback collection program that directly informed product design decisions, yielding a 35% improvement in product satisfaction scores.

Alice Paul

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Alice Paul

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