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WORK EXPERIENCE

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​​​Head of Customer Success | Utavi | 2024-2025​

  • Executive team member at a pre-seed FinTech startup, leading Customer Success strategy and operations.

  • Led the cross-functional design of onboarding and training programs for customers and employees, aligning product strategy with scalable enablement.

  • Built operational workflows and knowledge systems to streamline usability, feedback loops, and cross-team collaboration.

 

​​​Senior Director, Customer Success | Owl Health | 2019-2014​

  • Joined the leadership team of a behavioral health SaaS startup to establish a Customer Success program from the ground up, spearheading cross-functional initiatives with product, engineering, and clinical stakeholders to scale operations, accelerate adoption, and improve retention in support of the company’s evolution into an enterprise-grade solution suite.

  • Built and led the CS organization, designing scalable lifecycle strategies and onboarding frameworks to support complex deployments across hospitals, health systems, and national care networks.

  • Increased gross margin from 40% to 65% by optimizing onboarding, implementing strategic account planning, and driving a 75% upsell conversion rate among enterprise customers.

  • Developed performance dashboards to boost CS team efficiency and align success metrics across GTM and product functions.

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Director, Customer Success and Customer Support | Convoso | 2018​

  • Led U.S. and international Customer Success and Technical Support teams, managing performance, development, and operations for 110 accounts.

  • Implemented Customer Success software with playbooks, health ratings, and an early warning system, reducing customer management effort by 50%.

  • Deployed Net Promoter Score (NPS) to monitor customer loyalty; increased NPS by 50% within 4 months.

  • Integrated onboarding and support satisfaction surveys (CSAT). Increased Support CSAT 15% to a 95% average in 4 months.

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Director, Customer Success | Actiance | 2017-2018​

  • Directed customer success and project management, including the flagship $14M ARR account, JP Morgan Chase, coordinating multiple internal and external stakeholders.

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Customer Success Consultant | Cedexis | 2017-2017​

  • Served as advisor to the executive team on Customer Success program design, performance metrics, and renewal and churn forecasting.

  • Designed scalable customer lifecycle programs: segmentation models, health scoring, touchpoint cadences, and renewal forecasting systems supporting 80 customers with $3.6M in annual recurring revenue.

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Conviva | 2012-2016

  • Director, Customer Success | 2014-2016​

    • Recruited, trained, and led a 13-member global team managing $33M ARR. Increased revenue in 40% of the customer base & boosted retention from 74% to 96.4% in 6 mos.

    • Implemented enablement frameworks and processes including sales handoffs, onboarding, engagement cadences, usage campaigns, QBRs, and renewals-to drive customer satisfaction, growth, and retention.

    • Earned the company’s inaugural Leadership Award (November 2014).​

  • Senior Manager, Customer Success | 2012-2014​​

    • Managed a $10.5M enterprise portfolio including clients such as HBO, NBC, CBS, NFL, Fox, Yahoo, DirecTV, Disney, LinkedIn, and Microsoft; consistently exceeded targets for satisfaction and expansion while maintaining 100% retention.

    • Authored 30+ customer-facing guides and 50+ training documents; designed and delivered the Sales Technical Training, and contributed to the New Hire and technical department training plans.

    • Led a Salesforce overhaul enabling CSMs to identify expansion opportunities and equip Product with insights for release planning and roadmap development.

  

Manager, Content Engineering Lab | Technicolor | 2010-2012​

  • Led a team of digital video engineers in researching, designing, and implementing advanced end-to-end media workflows integrating business logic, asset management, and delivery systems for enterprise clients like Paramount, Sony, Disney, Warner Bros., Fox, and Apple.

  • Engineered complex workflows utilizing advanced video compression formats, including multichannel/multilingual audio, subtitles, closed captioning, and stereoscopic 3D; evaluated hardware/software solutions and published technical distribution workflows.

  • Pioneered an automated solution to embed 3D subtitles into 2D digital content, streamlining subtitling workflows for global releases.

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Head of Onboarding & Digital Media Engineer | Ascent Media | 2007-2010​

  • Designed and implemented file-based video/audio workflows for 200+ clients of Sony Pictures and Paramount Studios and integrated 330+ delivery specs into production systems.

  • Scaled onboarding processes, reducing timelines from two weeks to 1-2 days through workflow and cross-functional improvements.

  • Discovered and deployed the first in-house monitoring system for high-resolution master audio, enabling accurate QC of previously unlistenable files.

 

 

EDUCATION & SKILLS​​

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Education

BA - Music, Radio, Television – Magna Cum Laude, University of Houston

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Professional Affiliation

Executive Member, Customer Success Association​​​

 

Skills

Strategic advisory, customer success strategy, growth planning, organizational design, lifecycle architecture, change management, strategic enablement, program design, cross-functional alignment, stakeholder alliance, executive collaboration, process optimization, KPI development, operational scaling, training framework development, customer journey mapping

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Technologies

Gainsight, Amity, Totango, PlanHat, Strikedeck, ClientSuccess, Salesforce, Zendesk, Asana, JIRA, Confluence, Google Workspace, Microsoft 365

© 2025 TaraLacarna

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