Jessica Lee

Passionate about leadership and science, I double-majored in psychology and sociology to better understand human behavior and decision-making. Raised by women dedicated to public service—my grandmother taught juvenile inmates, and my mother became a social worker—I was shaped by their resilience and commitment to impact. This drive led me to my first role as a youth career advisor at Goodwill, where I saw the challenges of nonprofit work. To expand my skill set, I transitioned into tech, spending a decade at Yelp, growing from an Enterprise CSM to a Senior Manager II of Customer Success & Retention, overseeing $2M in local ad revenue per quarter. At Yelp, I built a reputation for change management, data-driven decision-making, and workflow optimization—always looking for ways to make things more efficient and effective. Some of my wins included: - Led the pilot of a post-sale structure that increased Customer Lifetime Value (CLV) and successfully scaled to 100% company-wide adoption. - Boosted operational efficiency by 22% through reduction in overall tickets, time saved on live chats, time saved with SFDC categorizations and content moderation. - Achieved President’s Club recognition for exceptional performance and strategic metric management. - Navigated three major reorganizations, leading the transition from a cost center to a revenue-generating division through effective change management. As a leader, my favorite part of the job is coaching and watching my teams grow, helping them hit goals they didn’t think were possible. I believe in creating an environment where learning is encouraged, curiosity is rewarded, and growth mindsets thrive. I also hold myself to that same standard—staying humble, curious, and always hungry to learn more. One of my core beliefs? There’s always room for improvement. Whether it’s refining a customer experience strategy, optimizing retention tactics, or mentoring a team, I’m always looking for ways to improve processes, results, and people’s potential. I’m excited to apply my passion for customer success, revenue retention, and team development to my next professional chapter. Let’s connect!