volunteer

Manager

Customer Success Manager (Mixed Portfolio)
 
Designed and implemented a structured customer onboarding program that drove a 20% increase in customer satisfaction within the first 90 days, establishing a repeatable framework adopted across the organization.


Served as the dedicated point of contact for a mixed portfolio of enterprise and SMB accounts, ensuring swift, high-quality resolution of customer inquiries and maintaining consistently strong client relationships across all segments.
Identified and executed strategic upsell and cross-sell opportunities through proactive customer engagement, contributing to $100K+ in incremental revenue — demonstrating a consistent ability to align customer needs with product value.


Conducted structured, recurring customer check-ins to evaluate product utilization, surface unmet needs, and gather actionable feedback — directly informing retention strategy and revenue growth initiatives.


Acted as the internal voice of the customer by partnering 

Customer Success Manager

Client Success Manager (Part-Time)
 
Played a foundational role in building and standardizing the onboarding process for a newly established U.S.-based division, ensuring a consistent and scalable client experience from the ground up.


Cultivated and maintained trusted relationships with a portfolio of accounting clients, serving as their primary point of contact and dedicated advocate throughout the client lifecycle.


Leveraged HubSpot CRM to manage client communication cadences, track engagement, and ensure proactive, timely outreach that strengthened retention and satisfaction.


Delivered tailored Excel-based support and guidance to clients, translating complex data needs into practical, actionable solutions aligned with their business workflows.


Conducted virtual product training sessions via Zoom and other screen-sharing platforms, driving platform adoption and equipping clients with the knowledge to maximize product value.

Delivered high-quality technical support across phone, email, and live chat channels, consistently maintaining an average response time of under one hour and achieving a 99–100% customer satisfaction rating.

Managed a daily volume of 25–50 support tickets, prioritizing and resolving inquiries with efficiency and accuracy while consistently exceeding established performance benchmarks for both response time and issue resolution.

Spearheaded the creation and ongoing maintenance of a comprehensive knowledge base, empowering customers with robust self-service resources and measurably reducing inbound support inquiry volume.

Conducted personalized product training sessions for customers using Zoom and remote screen-sharing tools, guiding users through accounting and bookkeeping software features to accelerate adoption and improve day-to-day proficiency.

Served as the escalation point for complex technical issues, partnering closely with the internal technical support team to diagnose an

Client Onboarding Specialist / Customer Success Manager
 
Drove the successful onboarding of 50+ clients, delivering a 95% customer satisfaction rate by executing structured, high-touch onboarding programs tailored to each client's unique requirements and business goals.


Partnered with Sales and Product teams to architect customized onboarding plans, translating complex client requirements into clear, actionable milestones that accelerated time-to-value and reduced early churn risk

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Designed and led virtual training sessions and hands-on workshops, equipping clients with the knowledge and confidence to fully leverage platform features, functionalities, and industry best practices from day one.


Owned the client relationship end-to-end throughout the onboarding lifecycle, fielding inquiries, neutralizing roadblocks, and delivering timely, decisive solutions that kept implementations on schedule and clients engaged

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Engineered a structured client feedback loop, systematically capt

Customer Onboarding and Enablement

Long-Time Customer Success Professional.

Know about Chad Hatten's work experience, education, bootcamps, certifications, and much more. Chad Hatten