Karlee Thompson

• Managed a large customer portfolio, leading weekly meetings to enhance product adoption and retention, achieving 25% increase in targeted accounts' adoption health.
• Utilized Gainsight and CRM tools to track engagement and monitor adoption trends for proactive outreach.
• Designed and implemented scalable outreach programs for two-person Customer Advocate team serving over 8,000 customers.
• Built dashboards and reports to provide insights into adoption health, engagement levels, and overall program performance.
• Collaborated with Sales, Support, and Product teams to manage escalations and align on customer objectives, reducing cancellation risk.
• Planned customer adoption webinars and created enablement content, enhancing customer self-sufficiency and improving team efficiency by five percent per quarter.

• Engaged at-risk customers to enhance retention and reduce churn, resulting in improved customer health metrics.
• Conducted adoption-focused meetings to promote feature usage and demonstrate product value, supporting revenue continuity.
• Tracked engagement and risk indicators through CRM platforms to identify churn patterns and escalate trends.
• Provided data-driven insights on churn causes and adoption gaps to Customer Success and Revenue teams.
• Collaborated with Customer Success and Support teams on save strategies and consistent communication plans.
• Documented retention outcomes and gathered customer feedback to inform retention strategy adjustments and revenue forecasting.

Presented and finalized dental treatment plans, educating patients on financial options and insurance coverage.

Achieved production and collection goals monthly by enhancing case acceptance and completion ratios.

Optimized front-office workflow through improved appointment management and billing processes.

Reviewed patient data and X-rays to ensure accurate diagnoses and treatment plans.

Educated patients on effective oral hygiene techniques, enhancing trust and retention rates.

• Collaborated with team members to improve workflow efficiency.

Provided one-on-one and group tutoring for dental assisting students, improving academic

performance and self-sufficiency