Quin Lazen

About

Strategic operations and client success leader with a proven record driving SaaS adoption, retention, and expansion. Experienced leading full client lifecycle strategy, executive escalations, and cross-functional enablement to protect recurring revenue and improve operational performance. Also founded and scaled a wellness e-commerce brand, combining analytics-driven marketing optimization with end-to-end customer and fulfillment operations.

Experience

• Client Success Manager · NinjaVA11-01-2025

  • Own and optimize the full client lifecycle strategy including onboarding, adoption, retention, expansion, pauses, win backs, and reactivations to reduce churn and protect recurring revenue. • Lead high-impact client engagements and executive-level escalations, resolving complex delivery, performance, and relationship risks. • Partner cross-functionally with Sales, Operations, VA Success, and Leadership to align client outcomes with growth, seat utilization, and revenue goals. • Monitor portfolio health and performance metrics, translating client insights into process improvements, expansion opportunities, and client retention.

• Senior Associate Advisor · Housecall Pro2022 – 2025

  • Led implementation and coaching programs for 30+ home-service businesses monthly, enhancing SaaS adoption and operational efficiency. • Collaborated cross-functionally with Sales, Retention, and Product to align onboarding strategy with customer outcomes, improving retention by 15%. • Developed and delivered data-informed and AI coaching that drove client profitability and efficiency through hiring, pricing, and automation strategies.

• Founder/Creative Director · Laven Body Care, LLC2020

  • Founded and scaled a wellness e-commerce brand focused on holistic wellness and self-care for women. • Managed end-to-end operations including product development, digital marketing, fulfillment, and customer experience strategy. • Leveraged e-commerce analytics and customer insights to refine marketing strategy and improve repeat purchase rate.

• Library/Media Tech. Specialist · Pinellas Park Middle2019 – 2021

  • Taught courses in social studies, U.S. History, Peer Counseling, and Journalism/Media using Florida curriculum standards. • Directed digital transformation of the school library into a modern learning commons, increasing engagement and literacy participation. • Designed and delivered remote/hybrid curriculum for 150+ students using Teams, Zoom, and Canvas.

Education

• American UniversityM.A., Strategic Communication
• University of DelawareB.A., Psychology & Spanish Language Cultural Studies
• Goldman SachsBlack in Business Graduate
• Breathe For ChangeCertified Yoga Instructor (200-hr)

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