Naomi W.
Strategy & Operations Specialist & Project Strategist
Notable Highlight
Maintained 95%+ retention across 15+ global SaaS accounts while improving time-to-value by 40% through streamlined onboarding. Lean Six Sigma Black Belt who applies process optimization to customer success operations.
Experience Summary
SaaS-focused operations and customer success strategist with 6+ years driving value creation for global analytics platforms and high-growth ventures. Demonstrated expertise in end-to-end customer lifecycle management, GTM execution, and operational excellence across PE-backed and enterprise-scale organizations. Strong background in process optimization, stakeholder management, and translating business requirements into technical roadmaps.
Key Achievements
- Supported the successful launch and global adoption strategy of a Fortune 500 advertising analytics platform across multiple agencies in January 2026. - Drove platform onboarding, customer trust-building, and user engagement initiatives that contributed to early-stage product adoption across global agency teams. - Served as primary liaison between clients, technical teams, and business stakeholders to reduce implementation friction and improve customer experience outcomes. - Led customer enablement and adoption support initiatives focused on improving product understanding, workflow integration, and long-term platform usage. - Translated customer pain points and operational feedback into actionable recommendations for technical and product teams, improving alignment between business needs and product functionality. - Managed stakeholder communication and implementation coordination across multiple cross-functional teams, including data engineering, product, operations, and user acceptance testing (UAT). - Built strong client relationships through proactive support, structured onboarding, and change management initiatives that improved user confidence and adoption readiness. - Demonstrated adaptability and problem-solving in fast-paced technology environments.
Skills
Work Experience
Strategy & Operations Specialist
Log.
- Remote, USA · 01/24 – 03/26
- Partner with C-suite at a global SaaS provider to synthesize 15+ weekly KPIs into strategic narratives, driving a 20% increase in operational agility across global teams.
- Apply Lean Six Sigma methodologies to internal workflows for high-growth initiatives, reducing project delivery cycle times by 25% through standardized process mapping.
- Direct communication strategy between senior leadership and global stakeholders, ensuring 100% alignment on key action items for PE-backed strategic projects.
- Manage complex cross-functional workstreams for technical product launches, optimizing resource allocation that supports a 15% increase in team output.
Customer Success & Project Strategist
TIP
- Remote, Canada · 01/22 – 12/23
- Lead end-to-end onboarding for a portfolio of analytics platform clients, achieving a 40% improvement in time-to-value through streamlined activation workflows.
- Proactively monitor account health for enterprise SaaS clients, maintaining a 95% annual retention rate by resolving critical technical escalations and commercial friction points.
- Identify product adoption gaps for a global client base, resulting in a 15% increase in upsell revenue through targeted education on platform feature sets.
- Manage cross-functional timelines for M+ in project deliverables, ensuring 100% on-time delivery for complex platform implementations and analytics integrations.
Senior Business Analyst (Operations)
DCS
- Remote, USA · 01/21 – 12/21
- Partner with B2B SaaS clients to translate high-level business objectives into technical roadmaps, ensuring 100% alignment between development teams and client revenue goals.
- Facilitate requirements gathering workshops for marketing and growth teams, streamlining the platform feature pipeline and reducing time-to-market by 15%.
- Liaise between developers and eCommerce stakeholders to coordinate UAT and QA processes, reducing post-launch bug reports by 20%.
- Produce automated reporting suites for internal operations, enhancing executive visibility into project profitability and consultant utilization metrics.
Administrative & Systems Coordinator
TIPS
- Santiago, Chile · 01/20 – 12/20
- Direct the implementation of enterprise-wide digital systems, automating legacy manual workflows and reducing administrative overhead by 40% within 6 months.
- Architect internal communication frameworks that synchronize scheduling across 5 departments, improving organizational agility for 50+ staff members.
- Serve as the primary strategic point of contact for external partners and regulatory bodies, ensuring 100% compliance with operational standards.