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Leela Lolabattu
Senior Customer Success & Operations Manager specializing in enterprise retention and renewals
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Enterprise Customer Success professional with end-to-end ownership from onboarding through renewal, delivering strong measurable outcomes (35% adoption lift, 45% key feature usage lift, 95% CSAT, and 100% renewal). Experienced partnering cross-functionally with Product/Engineering/Sales to resolve integration issues and shaping roadmap via PRDs/user stories, with martech analytics/workflow expertise including Slack automation that improved lead engagement by 30%.
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Key Strengths
- Drove 100% renewal by starting renewal discussions early and running CSATs
- Increased product adoption by 35% and key feature usage by 45%
- Reduced response times by 25% while maintaining 95% CSAT
- Built KPI-driven success plans via stakeholder discovery, adoption milestones, and shared dashboards
- Resolved integration data sync errors impacting reporting through Product/Engineering/Sales alignment
- Translated customer feedback into PRDs/user stories and influenced roadmap (reporting dashboard enhancement)
- Improved lead engagement by 30% through marketing workflow automation in Slack
- Identified underutilized features and used ROI projections to expand contracts and increase usage/satisfaction
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