Jessica Gore-Holtrust
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Manager of Customer Success | MA in School Counseling and Leadership
California, United States
Résumé
Jobs
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Manager of Customer SuccessGaggleJun 2026 - Current (5 months)Lead a team of six Mid-Market and Enterprise Customer Success Managers. Responsible for coaching, performance management, and driving customer retention and growth across a complex portfolio.
Led the design and implementation of territory planning, account assignments, and the Customer Success quota model, aligning ownership across more than 1,500 customers, five product lines, and $35M in annual recurring revenue. Partner closely with Sales, Product, Marketing, Operations, and Support to improve customer outcomes, scale operational processes, and drive strategic initiatives that strengthen customer success across the organization.- Manager, Enterprise Customer SuccessGaggleMay 2025 - Current (1 year 6 months)Lead a team of Enterprise Customer Success Managers supporting Gaggle’s largest and most strategic K–12 district partnerships, representing more than $8M ARR.
Drive retention, expansion, and long-term partnership success through executive-level account strategy, proactive customer engagement, and alignment with district safety and well-being priorities. Partner with superintendents, cabinet members, and department leaders while working cross-functionally with Sales, Product, Marketing, Support, and Implementation.
Oversee executive business reviews, strategic pilots, territory planning, team development, and scalable processes designed to strengthen customer outcomes and improve the overall customer experience. - Senior Enterprise Customer Success ManagerGaggleFeb 2024 - Current (2 years 9 months)Partner with some of the nation’s largest school districts to advance student safety and well-being initiatives. Drive retention, expansion, and long-term partnership success through proactive account management, strategic collaboration with district leaders, and continuous improvement.
Serve as a senior member of the Customer Success team, working cross-functionally to strengthen customer-focused decision-making and build scalable processes that improve the customer experience and operational efficiency. Contributed to retaining more than 97% of the company’s core business. - Enterprise Customer Success ManagerGaggleAug 2022 - Current (4 years 3 months)Committed to keeping students safe and supporting their socio-emotional needs, by supporting enterprise-level school districts using a consultative, relationship-focused, goal-oriented approach. Skilled at working cross-functionally to help support and guide the pre and post sales process internally and externally. Serve as a liaison with district stakeholders from initial implementation through the renewal process and working strategically to guide them on how to best achieve their desired goals.
Accomplishments in the first 9 months:
- Design growth and success plans for implementation and retention, identifying churn risks and create mitigation strategies.
- Design and implement the enterprise post sale journey - HCustomer Success ConsultantHoneyBaked Ham CAApr 2020 - Apr 2021 (1 year 1 month)Consulted with business owners, retail store managers, and staff to address operational challenges, repair brand image, and improve internal procedures to achieve maximum customer satisfaction.
Key Accomplishments & Responsibilities:
Implemented improved customer service software (Zendesk) at regional call center by creating training curriculum, template scripts, and SOPs.
Trained, onboarded, and supervised 10 associates and one supervisor to facilitate adoption of new software, ensuring associates performed job duties as assigned and that all customer issues were addressed effectively.
Resolved escalated complaints to prevent loss of customers and safe-guard brand reputation.
Managed - Senior Account Manager - Customer Success K12Paradigm Healthcare ServicesJun 2013 - Aug 2022 (9 years 3 months)Manage tier 1 school-based clients by providing full cycle client support. Assist with implementation, client goal setting, maximizing SaaS usage, and driving desired outcomes for each district. Serve as each school’s main point of contact, liaising with internal departments to ensure ongoing client success. Act as lead technical and programmatic trainer and presenter.
In addition, ensure audit compliance with California’s School-Based Medi-Cal reimbursement programs by developing processes and training to meet state requirements. Partner with district leaders to identify eligible services and streamline billing practices, resulting in increased reimbursements and greater revenue for school district partners. - College CounselorGreat College Fit LLCJan 2013 - Jan 2016 (3 years 1 month)Assist students with college planning and application process in 10th-12th grades including: academic preparation for college, meeting both graduation and college acceptance requirements, college searches, school and financial aid application, scholarship searches, and testing.
- Implementation ConsultantParadigm Healthcare ServicesSep 2012 - Jun 2013 (10 months)Responsible for the effective delivery of training within the organization’s School Based Medi-Cal billing Program Division. Implemented and trained on SaaS. Educated school personnel on Medi-Cal billing programs and systems related to Medi-Cal funding, in order to ensure greater efficiency and more Medi-Cal reimbursements. Assisted Senior Account Managers with client care and general account management.
Education
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- Master of Arts (MA, Counselor Education/School Counseling and Guidance ServicesCalifornia State University Los AngelesJan 2011 - Jan 2013 (2 years 1 month)
- Bachelor of Arts (B.A, Child and Adolescent DevelopmentCalifornia State University FullertonJan 2008 - Jan 2010 (2 years 1 month)