Lena Nations

About

Strategic Customer Success Operations professional with a proven track record of scaling CS frameworks through high-growth transition. Expert in ChurnZero automation, risk mitigation architecture, and cross-functional process design. Adept at translating complex operational data into actionable insights to drive retention and alignment.

Experience

• Manager, Client Success Operations · ClearGov04-01-2025

  ● Orchestrated a critical 18-month cross-functional migration for a core product module, delivering a 100% completion rate with negligible customer churn ● Elevated average customer health scores by 42% (H2 2025) by constructing a comprehensive health framework featuring automated sentiment analysis and milestone-based playbooks ● Steered a cross-functional initiative to model a "North Star" product health score, translating fragmented usage data into an objective, behavior-based classification system for operational strategy ● Streamlined the implementation journey, slashing average onboarding time by 55% through milestone optimization, conditional logic, and a 20% reduction in procedural steps ● Championed a scalable adoption framework by executing ChurnZero Product Walkthroughs, obtaining a 177% surge in goal-attainment metrics for a core module ● Streamlined post-merger risk management by designing a unified strategic process between four companies; deployed automated tracking and dashboards to equip the ELT with actionable insights ● Centralized GRR tracking by integrating data from 4 distinct client bases into a single executive report; launching dual-scenario forecasting models to enhance retention predictability

• Customer Success Operations Manager · Loxo01-01-2022 – 03-31-2024

  ● Improved customer journey map, including automating multiple manual steps, providing an elevated customer experience resulting in a 4% CSAT increase ● Designed and executed outreach programs, leveraging ChurnZero's capabilities with the goal of reducing churn, fostering stronger client relationships, and enhancing overall satisfaction ● Automated the sales-to-success handoff, improving client transparency and efficiency for team members ● Integrated ChurnZero, Salesforce, Intercom, and Hubspot, resulting in increased data hygiene and visibility

• Customer Support Associate · Loxo03-01-2021 – 12-31-2021
• Strategic Operations Manager · Arrow Exterminators07-01-2018 – 02-28-2021

  ● Led a customer care and sales center for a $400m ARR company, resulting in a 60% increase in revenue

• Child Life Specialist · UCLA Mattel Children’s Hospital04-01-2014 – 09-30-2015

Education

• University of GeorgiaBachelor of Science

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