As Head of Customer Success at Popsixle, I supported ecommerce marketing teams with implementing AI ad optimization software for Meta, TikTok and Google. 

I managed people, portfolios and process to ensure a seamless customer experience. 

Account Management:

•  Supported all accounts ( ~1,000 accounts in total, h) and multiple stakeholders, nourishing relationships with marketing teams ad agencies, clients and business owners, including C-suite execs
  

• Developed communication strategies to provide stakeholders with customized data reports and analysis with accessible resources relevant to their goals (measuring ROI and ROAS through ad performance metrics)
• Served as customer point-of-contact via multiple channels, managing basic support (subscription, account changes, cancels, etc) as well as troubleshooting and escalation

Operations: 

•  Systemized customer facing-support and internal operations to reduce response time, strengthen efficiency and improve customer satisfaction

•  Managed CRM database, customer onboarding process, customer-facing knowledge base and internal knowledge sharing (creating guides, ensuring continuity and assuring quality)
• Led direction for new product rollouts/version iterations, successfully guiding customers through major platform overhauls (including the launch of the Popsixle App in Shopify, multiple subscription/pricing system upgrades and a CRM migration from HubSpot to Front.)

Popsixle was acquired in May 2023 by Scale Commerce Inc, a software holding company backed by Virtus Financial Partners, Inc. 

Onboarding, implementation, adoption, product value recognition, and ongoing support

As a SaaS company with an "invisible" product, our main objective for customer support at Popsixle was to empower customers in fully understanding Popsixle's capability.

To win customer trust and adoption, I developed proactive communication campaigns and support protocols that reinforced how Popsixle worked to improve ad performance, how to get the most from its features, and how to measure results.

Knowledge base articles were an important part of assisting account stakeholders in the onboarding & implementation of our Conversions API tool.

In my time at Popsixle, I created 30 customer-facing guides, 200+ templated customer messages to strengthen customer understanding, and 100+ internal process documents to optimize team support. Templated messages were personalized for each account to reinforce product knowledge in reference to their goals, provide data-based performance insights & analysis, and share tips for how to maximize subscription value by applying Popsixle's features.

Helping customers to make sense of results by sharing customized data reports with accessible analysis, resources and recommendations relevant to account goals. 

Image 1:  Customers were able to access dashboards for pre-post ad performance reports from the Popsixle platform, sharing a comparison of metrics before and after implementing Popsixle's data connection. The featured data (ad spend, revenue, ROAS, and cost-per-ad ) was compiled from the account's own Meta Business Manager.

Image 2: As part of regular account management, I sent emailed reports with screenshots of the updated dashboard, data analysis relevant to account goals, and supportive information about Popsixle's capability to share a full picture of efficacy. Ideally, these insights would be more accessible from the dashboard, but Popsixle focused more efforts on developing solutions for evolving needs instead of than dashboard features (and we learned that the human touch was needed either way). 

Happy Customer Example 1: A satisfied customer shares the positive performance impact of the Popsixle tool.

Happy Customer Example 2: A customer appreciates our account check and recommended best practices for a smooth campaign launch.

Happy Customer Example 3: A customer is grateful that I followed up about a missed step in account setup