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Laurie Barlev

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I am the founder and President of Barlev Success, a customer success consulting firm that helps B2B SaaS companies protect and grow revenue from their existing customer base. With over 20 years of experience in customer success, sales forecasting, and client onboarding, I have built and managed multi-national customer success teams, delivered 100% signed revenue, and obtained 99% retention rate for my clients. https://www.barlevsuccess.com Favorite topics to work on: Customer Success | GTM Operations | Customer Relationship Management | Execution | Operational Optimization | Business Analysis | Process Improvement | Product Fit Customer Research I am a Los Angeles born, Chicago area raised, Stanford and Wharton educated New Yorker (with Midwestern sensibilities). I love building and professionalizing Customer Success teams. I build Customer Success teams and strategies, develop playbooks and health scores, build customer journey and VOC tools, streamline operations, and build processes to strengthen teams that deliver on KPIs, NRR, GRR, and high customer satisfaction. The work I am most proud of is: Papaya Global: - Built out global new operations employees onboarding training program within 3 months - Redesigned operations compensation structure to align with company NRR and NPS KPIs and reduced cost of bonuses by 50% ComplySci: - Overhauled client coverage and engagement model and obtained a 99% retention rate and an increase in client engagement by 65% (Q1-Q3) - Introduced health metrics that more accurately diagnosed risk and contributed only 4% to the churn - Rearchitected team structure and roles into a client-focused organization aligned with customer segments Arizent: - Stood up first client services team based on organizational strategy; scaled team from 1 to 8 in 6 months. - Established processes, training, analytics, and metrics to consistently deliver high quality customer service, ensure client retention and account growth. - Delivered 100% of signed revenue and retained all clients 2014-2017 With 20+ years in B2B Saas businesses, I remain driven by the opportunity and possibility to help take companies to the next level. When I’m not at work, you’ll find me skiing, walking my dog and his girlfriend, trying to get some exercise, deciphering the Hebrew spoken in my house, visiting our national parks in an RV, or traveling abroad. I can often be caught singing at the top of my lungs, dancing, or reading. Feel free to get in touch: [email protected] Want to have a virtual coffee break? https://zcal.co/lbarlev

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