Passionate about Sustainability, Conservation, Psychology, Diversity & Inclusion
Jennifer A. Leopold
Customer Success Leader
Utrecht
Summary
Dynamic Customer Success Leader with a track record of driving efficiency and fostering loyalty in global teams. Proven expertise in operational streamlining, strategic planning, and market feedback implementation. Passionate about intercultural connections and effective communication.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
4
4
Certifications
Work History
Global Partner Strategy Lead
Small Giants
04.2024 - Current
- Created and managed the global partner team
Head of Customer Success
Eleven Labs
01.2024 - 04.2024
- Founded the Customer Success program for 100+ Enterprise customers
Senior Customer Success Manager & Enablement Lead
Groove (Acquired By Clari)
02.2021 - 10.2023
- Managed strategic, global enterprise accounts accounting for $2M in TCV with 100% renewal rate.
- Expanded top Financial Services account (4 BUs with 5 more forecasted) through tight partnership with AE, strategic EBRs and value-added success services.
- Worked closely with executives and directors at top accounts to help them meet their business objectives.
- Created a CX enablement program in close partnership with sales, operations and marketing stakeholders.
- Ran upskilling weekly sessions which included role-play, CX strategy, modeling what good looks like, and improvization.
Digital Journey Manager
Ettain @ Cisco
09.2020 - 02.2021
- Orchestrated digital journeys, propelling adoption and growth.
Client Solutions Manager
US Tech Solutions @ Facebook
01.2020 - 04.2020
- Headed the creation and implementation of global marketing campaigns, enhancing user acquisition and engagement.
- Collaborated with creative teams, using performance data to optimize marketing assets.
Enterprise Customer Success
TripActions
02.2019 - 05.2019
- Successfully managed the rollout of flagship products for large enterprise clients.
- Innovated customer onboarding experience, saving significant team hours weekly.
Customer Success Executive
Hearsay Systems
03.2014 - 10.2018
- Managed strategic client relationships, ensuring 100% renewal rates.
- Oversaw complex product rollouts, resulting in 30% account growth.
- Instituted an improved escalation process, reducing response times by 40%.
- Rapid promotion to CSM due to excellent CSAT scores.
Customer Support Associate
Hearsay Systems
08.2012 - 07.2014
- Selected as a founding member to establish a strategic office, growing to 30 members.
- Responsible for scaling support operations in new market.
- Rapid promotion due to standout performance in field marketing.
Education
Bachelor of Arts - European Studies
University of California, Los Angeles
Los Angeles, CA 08.2009 - 06.2011
Skills
Revenue growth, Strategic planning, Sales and marketing, Inter-department collaboration, Training and mentoring, Strategic communications
Additional Information
Dutch (Elementary - A2 Level Ongoing)
Spanish (Elementary)
French (Elementary)
Interests
Extensive Travel (55 countries)
Completed marathons (2x)
Competed as a D1 University scholar-athlete
Volunteer Experience: Catholic Big Brother and Big Sister Mentor, St Vincent Soup Kitchen
Certification
MEDDPICC Masterclass
Languages
English
Bilingual or Proficient (C2)
Dutch
Intermediate (B1)
Timeline
RYA Competent Crew (Sailing)
09-2024
Global Partner Strategy Lead
Small Giants
04.2024 - Current
Head of Customer Success
Eleven Labs
01.2024 - 04.2024
MEDDPICC Masterclass
02-2023
CS Leadership Certification 12.7.22
12-2022
Senior Customer Success Manager & Enablement Lead
Groove (Acquired By Clari)
02.2021 - 10.2023
Digital Journey Manager
Ettain @ Cisco
09.2020 - 02.2021
Client Solutions Manager
US Tech Solutions @ Facebook
01.2020 - 04.2020
Enterprise Customer Success
TripActions
02.2019 - 05.2019
PADI Open Water
05-2018
Customer Success Executive
Hearsay Systems
03.2014 - 10.2018
Customer Support Associate
Hearsay Systems
08.2012 - 07.2014
Bachelor of Arts - European Studies
University of California, Los Angeles
08.2009 - 06.2011
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