Huy Le

• Lead Customer Success strategy and execution for an AI customer engagement platform, partnering directly with CEO on customer health, growth, and operational priorities

• Own executive relationships across key accounts, aligning platform capabilities with customer strategy and driving expansion opportunities

• Drive adoption of AI chatbot and platform capabilities across enterprise and mid-market customers to improve efficiency and measurable business outcomes

• Establish playbooks, lifecycle frameworks, and KPIs to monitor customer health, retention risks, and team performance

• Build structured feedback loops with Product and Engineering, translating customer insights into roadmap influence and feature improvements

• Collaborate with Marketing, Product, and Support to ensure cohesive customer journey across onboarding, adoption, and ongoing engagement

• Lead and mentor Customer Success team, improving account management rigor and escalation processes

• Improve workflows, tooling, and operational processes to support scale and reduce friction across customer lifecycle

• Support strategic initiatives including enterprise deals, pilots, and new product launches

• Successfully increased client retention by 80%, contributed to double-digit revenue growth through proactive account management and strategic cross-selling/upselling
• Established and maintained 10+ strong client relationships, supporting business objectives through effective communication and service delivery.
• Define client needs and create tailored business proposals, leading to a 18% increase in onboarding efficiency
• Drive client satisfaction and business growth by leading strategic partnerships from crafting high-quality proposals to seamless execution and optimizing performance
• Collaborated with cross-functional teams, bridging clients and internal teams to ensure clarity, efficiency, and timely problem resolution.
• Drove exceptional service quality by overseeing seamless project deployment and managing creative projects from brief to delivery.
• Performance Optimization for continuous improvement via campaign success tracking, analyzing insights, and refining strategies.

• Elevate customer experiences with 18% improvement in customer satisfaction scores and increase 40% in product adoption, contributing $3M in expansion revenue
• Foster smooth onboarding experience by guiding new clients through product offerings, training & ensuring smooth implementation with account setup, software configuration, and hands-on support
• Collaborated with strategic clients to create tailored partnerships, enabling customers to achieve business objectives
• Built strong relationships through customer-centric approach, providing real-time updates and prompt issue resolution
• Tightly coordinate with X-function (sales, marketing, and product team) to effectively define customer needs, navigate product's challenges to drive success, improve the user experience, and provide strategy enhancements
• Tracked key success metrics such as product adoption, customer satisfaction, and retention, identifying trends and opportunities to enhance ongoing customer success
• Support Team Efficiency via building support protocols from scratch, achieving a 70% resolution rate for escalations
• Automated employee support, boosting adoption to 80-85% and reducing help desk calls.

• Built and led team of 10+ technical support engineers to enhance service delivery.
• Developed action plans to streamline team efforts and improve resolution times.
• Resolved technical problems and enhanced product features to improve user experience.
• Consistently delivered high customer satisfaction scores (CSAT) above 4.8/5 by closely working with the product team to provide technical guidance and clearly mapping out a way forward to assist a customer