Abbey Byrne

About

Driven and compassionate customer success leader with 7+ years in ed-tech startups and over a decade in education and training. Recognized for a strategic, data-driven approach to enhancing customer satisfaction and retention. Proven track record in managing and scaling customer success teams, driving product adoption, and improving user engagement. Expertise in transforming early-stage customer teams into world-class, high-retention organizations, collaborating with product and engineering teams to enhance customer value.

Experience

• Director of Customer Success · Big Interview2021-01-01 –

  Scaled and led the Customer Success team, effectively managing 700 B2B accounts with over 1 million users annually. Introduced and optimized advanced tools such as LLM chatbots and sentiment analysis systems, driving customer engagement and retention. Achieved an average Net Retention Rate of 101% by implementing strategic onboarding and adoption programs. Partnered with Sales and Engineering teams to refine service delivery and enhance customer value through data-driven insights. Designed comprehensive dashboards to monitor KPIs, including time to value and customer health metrics, facilitating executive-level strategic planning.

• Senior Customer Success Manager · Big Interview2019-09-01 – 2020-11-01
• Customer Success Manager · Big Interview2016-01-01 – 2020-11-01

  Established foundational Customer Success processes, including lifecycle management, knowledge base creation, and tech stack optimization. Maintained a customer turnover rate below 1%, demonstrating exceptional relationship management and satisfaction strategies. Took on Salesforce administrator responsibilities, ensuring CRM system efficiency and alignment with business objectives. Designed and maintained project delivery artifacts, including onboarding templates, task instructions, and SOWs to streamline customer engagement processes.

• Digital Services Librarian · Various Higher Education2010-01-01 – 2015-01-01

  Collaborated with faculty to integrate digital services into academic programs, significantly enhancing student outcomes. Led initiatives in technology adoption and resource optimization, ensuring alignment with institutional goals. Directed collection development and efficiently managed library resources.

• Advisor/Teacher · Denver Public Schools2005-01-01 – 2009-01-01

Education

• University of DenverMLIS, Library and Information Science
• Miami UniversityB.A., Creative Writing

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