Carolyn Eames, CCSMP
Customer Success Lead at DraftWise- Claim this Profile
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Bio
Walter Pape
It's been my pleasure to work with Carolyn. She's an exceptional leader who always goes the extra mile to help customers and colleagues. She has consistently demonstrated a process and data-driven approach to customer success, leveraging analytics to ensure each customer gets the best experience possible. While doing this, she also showed great innovativeness in collaborating across departments and functions to form new processes that improved customer satisfaction and internal efficiencies. Furthermore, she was instrumental in internally aligning sales and customer success teams- driving business growth and better GTM (Go-To-Market) planning, all this while being a fantastic person to communicate with! Only some people can match her skillset, dedication, and impact across an organization.
Lydia Mellette
I give Carolyn the highest recommendation possible. She is an incredibly forward-thinking and strategic customer success leader who is also not afraid to get her hands dirty. She is a veritable fountain of knowledge of all things CS—it would be difficult for me to quantify everything I have learned from her. One of the many valuable skills she taught me was how to examine raw data, then turn it into a story to provide strategic insights to drive revenue and move the business forward. Carolyn is amazing with customers and the C-suite alike, and she always has a fresh perspective on the latest CS trends. As a leader she is strong, empathetic, thoughtful, and dedicated. As my manager, she was consistently encouraging and took a genuine interest in helping me achieve my career goals. I could not recommend Carolyn more highly.
Walter Pape
It's been my pleasure to work with Carolyn. She's an exceptional leader who always goes the extra mile to help customers and colleagues. She has consistently demonstrated a process and data-driven approach to customer success, leveraging analytics to ensure each customer gets the best experience possible. While doing this, she also showed great innovativeness in collaborating across departments and functions to form new processes that improved customer satisfaction and internal efficiencies. Furthermore, she was instrumental in internally aligning sales and customer success teams- driving business growth and better GTM (Go-To-Market) planning, all this while being a fantastic person to communicate with! Only some people can match her skillset, dedication, and impact across an organization.
Lydia Mellette
I give Carolyn the highest recommendation possible. She is an incredibly forward-thinking and strategic customer success leader who is also not afraid to get her hands dirty. She is a veritable fountain of knowledge of all things CS—it would be difficult for me to quantify everything I have learned from her. One of the many valuable skills she taught me was how to examine raw data, then turn it into a story to provide strategic insights to drive revenue and move the business forward. Carolyn is amazing with customers and the C-suite alike, and she always has a fresh perspective on the latest CS trends. As a leader she is strong, empathetic, thoughtful, and dedicated. As my manager, she was consistently encouraging and took a genuine interest in helping me achieve my career goals. I could not recommend Carolyn more highly.
Walter Pape
It's been my pleasure to work with Carolyn. She's an exceptional leader who always goes the extra mile to help customers and colleagues. She has consistently demonstrated a process and data-driven approach to customer success, leveraging analytics to ensure each customer gets the best experience possible. While doing this, she also showed great innovativeness in collaborating across departments and functions to form new processes that improved customer satisfaction and internal efficiencies. Furthermore, she was instrumental in internally aligning sales and customer success teams- driving business growth and better GTM (Go-To-Market) planning, all this while being a fantastic person to communicate with! Only some people can match her skillset, dedication, and impact across an organization.
Lydia Mellette
I give Carolyn the highest recommendation possible. She is an incredibly forward-thinking and strategic customer success leader who is also not afraid to get her hands dirty. She is a veritable fountain of knowledge of all things CS—it would be difficult for me to quantify everything I have learned from her. One of the many valuable skills she taught me was how to examine raw data, then turn it into a story to provide strategic insights to drive revenue and move the business forward. Carolyn is amazing with customers and the C-suite alike, and she always has a fresh perspective on the latest CS trends. As a leader she is strong, empathetic, thoughtful, and dedicated. As my manager, she was consistently encouraging and took a genuine interest in helping me achieve my career goals. I could not recommend Carolyn more highly.
Walter Pape
It's been my pleasure to work with Carolyn. She's an exceptional leader who always goes the extra mile to help customers and colleagues. She has consistently demonstrated a process and data-driven approach to customer success, leveraging analytics to ensure each customer gets the best experience possible. While doing this, she also showed great innovativeness in collaborating across departments and functions to form new processes that improved customer satisfaction and internal efficiencies. Furthermore, she was instrumental in internally aligning sales and customer success teams- driving business growth and better GTM (Go-To-Market) planning, all this while being a fantastic person to communicate with! Only some people can match her skillset, dedication, and impact across an organization.
Lydia Mellette
I give Carolyn the highest recommendation possible. She is an incredibly forward-thinking and strategic customer success leader who is also not afraid to get her hands dirty. She is a veritable fountain of knowledge of all things CS—it would be difficult for me to quantify everything I have learned from her. One of the many valuable skills she taught me was how to examine raw data, then turn it into a story to provide strategic insights to drive revenue and move the business forward. Carolyn is amazing with customers and the C-suite alike, and she always has a fresh perspective on the latest CS trends. As a leader she is strong, empathetic, thoughtful, and dedicated. As my manager, she was consistently encouraging and took a genuine interest in helping me achieve my career goals. I could not recommend Carolyn more highly.
Credentials
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Certified Customer Success Management Professional - Level 4
PracticalCSM.comDec, 2020- Sep, 2024
Experience
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DraftWise
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Design Services
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Customer Success Lead
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May 2023 - Present
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Revenue Collective
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Operations Consulting
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Member
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May 2021 - Present
Revenue Collective is a private membership organization for commercial growth operators, where Members can openly discuss business critical issues with the comfort of privacy and confidentiality. Revenue Collective is a private membership organization for commercial growth operators, where Members can openly discuss business critical issues with the comfort of privacy and confidentiality.
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Felux
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United States
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Mining
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1 - 100 Employee
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Director of Success and Supply
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Apr 2021 - May 2023
Building world-class and data driven Marketing, Implementation, and Customer Success Teams at Felux. Felux is the world's first SaaS Enabled Business to Business marketplace for the Steel and Metals Industry. Felux has created a simpler, easier way to buy and sell steel through our transparent online marketplace. We provide our members solutions to optimize and accelerate the sourcing and procurement process, secure financing options, utilize transportation solutions and analytics to manage your business performance. Awards: BestStartUps US- 101 Top Software Companies and StartUps- Ohio 2021 S&P Global Platts Metals Awards Finalist- 2021 Innovation Award Show less
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Customer Success Director, Strategic Accounts
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Jun 2020 - Apr 2021
Strategic team (top tier revenue segment) liaison to Leadership/ Product team as well as individual contributor responsible for over $3M in ARR. Serving as the internal quarterback and program manager for complex enterprise engagements from onboarding to value realization with a focus on revenue growth, retention, and customer advocacy. Strategic account planning across the internal team and garnering cross-functional alignment to support execution of customer outcomes. Surfacing clear customer objectives for success and crafting account growth strategies with both customer and company objectives in mind. Driving adoption in large enterprise engagements via identifying processes and people impacted and building/implementing bespoke adoption plans. Show less
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Adomik
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France
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Advertising Services
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1 - 100 Employee
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Technical Account Management Lead
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Dec 2018 - Jun 2020
Technical Account Manager Lead for North American client base for this France-based AdTech startup. Delivered consultative results from pre-sales (working alongside CEO) to post, driving customer outcomes in all phases of the customer life-cycle. Collaborator with the (EMEA) product team to advocate for NA clients, gather use cases and create user stories specific to NA market. Developed and successfully implemented upsell and cross-sell strategies for both mid-market and Enterprise customers. In addition, staffed and managed North American sales team, building 10M in qualified pipeline over the course of a quarter through the development of a use-case-based sales methodology. Show less
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BoomTown - Real Estate Platform
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United States
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Software Development
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100 - 200 Employee
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Success Consultant
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Jul 2017 - Nov 2018
Provided white glove account/success management to enterprise and strategic accounts (Saas real estate ecosystem), maintaining and growing associated relationships and revenues. Kepts clients extremely happy and always moving forward by driving adoption, crafting outside of the box solutions to solve client pain points, and leaning on personal entrepreneurial experience and real estate business acumen to create amazing client service experiences and drive successful client business outcomes. -> Analyzed BoomTown SaaS KPIs to monitor usage, establish data driven best practices.-> Advocated for clients with Product and Digital Marketing teams to drive product roadmap, gathering use cases and user stories for new features, as well as uncovering innovative use cases for existing features to inform product marketing.->Prepared and delivered data-driven business reviews and onsite client training.->Served on or lead multiple cross-functional task forces for product development, both as a client advocate and an advocate for internal efficiency and transformation. ->Multi-time panel moderator/contributor at Boomtown's annual industry conference, UNITE! Show less
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Customer Success Manager
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May 2015 - Jul 2017
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Marketing and Business Development
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Sep 2014 - May 2015
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Owner/Designer
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Jan 2007 - Sep 2011
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Joyce Image Consulting Ltd
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United Kingdom
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Graphic Design
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Project Manager
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2006 - 2007
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Education
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1997 - 2002
New York University
Bachelor's degree, Classical, Ancient Mediterranean and Near Eastern Studies and Archaeology -
2002 - 2005
The City University of New York
Physical and Biological Anthropology
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