Chelsea Balan

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Customer Success Manager

BOOMPOP

Jul 2024 - Mar 2025 (9 months)

Onboarded and delivered consultative support to clients, helping them adapt processes, product updates, and maximize product utilization through best practices and actionable insights. Secured $2.8 million+ in account renewals and expansions by fostering strong customer relationships and demonstrating product value. Managed a portfolio of 100+ accounts, spanning SMB and Mid-Market clients, to ensure high adoption, retention, and satisfaction rates. Acted as the primary liaison between clients and internal teams (operations, engineering, and finance), streamlining communication and resolving escalations effectively. Developed tailored engagement strategies to prevent churn, consistently achieving retention and satisfaction targets. Simultane

Customer Support

Huckleberry Labs

May 2023 - Mar 2024 (11 months)

Problem solve for app issues and field questions from parents with newborns. 50-70 interactions per 3 hour shift via Zendesk. Work cross-functionally with a small team to deliver positive experiences to customers.

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Customer Success Manager

WONOLO INC

Dec 2020 - Dec 2022 (2 years 1 month)

Trained new customers and their stakeholders on the Wonolo platform, ensuring successful customer adoption. Managed over 60+ accounts (both SMB and Mid Market) within personal book of business and maintained a 95% retention rate by anticipating customer needs, identifying trends through data analysis, and relationship building. Exceeded monthly revenue quota by 10%, upsold new products to existing customers, and led renewals. Provided market insights and strategy to customers via check-ins, account planning, and Business Reviews. Acted as the Voice of Customer, being the key liaison between clients and our sales and engineering teams to solve customer concerns and increase usage.

CX Advisor

Squarespace

Jul 2020 - Dec 2020 (6 months)

Provided positive customer experiences, resulting in above 90% customer happiness score consistently. Strategized with new and veteran users to find the best setup for their accounts. Solved customer issues via email regarding their Acuity Scheduling accounts, increasing account wellness and team productivity.

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Customer Success & Support Associate

WISELY INC (NOW OLO)

Nov 2019 - Mar 2020 (5 months)

Fielded questions from clients via phone, email, and chat (roughly 30-40 interactions per day) including performing back-end tasks and tier 1 configurations for clients daily. Created a public-facing knowledge base for clients and consistently updated internal documents. Worked cross-functionally and served as the liaison between clients and internal teams including engineering, sales, and marketing, ensuring synchronicity.

Customer Experience Associate

Lyft

Aug 2017 - Nov 2019 (2 years 4 months)

Provided technical support via troubleshooting over the phone and SMS. Selected to train and onboard agents at an international Lyft partner site, leading to a decrease in hold time. Identified gaps for process and product improvement, and assisted with overall business health by creating JIRAs. Collaborated on a coupon overhaul project that decreased daily concession spend by 30%. Identified gaps in process and product, which led to process improvements and document overhaul. Created delightful and personalized experiences for both Lyft drivers and passengers via phone and email.

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