Julie Woods
Quincy
Summary
Customer success professional skilled in driving client satisfaction and optimizing service delivery. Proven track record of implementing customer-centric strategies and improving client retention. Known for exceptional collaboration with teams and adaptability to changing business needs.
Overview
11
11
years of professional experience
Work History
Senior Customer Success Manager
Definitive Healthcare
Framingham, MA
05.2025 - Current
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Implemented data-driven insights to identify customer needs and drive product enhancements.
- Mentored junior team members, fostering a collaborative environment focused on professional growth.
- Routinely won monthly "Call Blitz" contests to ensure constant communication with clients
Director of Customer Success
Health Data Analytics Institute
Dedham, MA
02.2022 - 04.2025
- As director of CS, turned my focus to internal process building, sales support, and marketing case studies.
- Worked with direct reports to ensure consistent support across clients and coached them on taking more client facing responsibilities.
- Managed escalated customer issues, ensuring timely resolution and maintaining strong relationships.
- Collaborated with sales and product teams to align customer needs with service offerings effectively.
Manager of Customer Success
Health Data Analytics Institute
Dedham, MA
01.2024 - 12.2024
- While continuing CSM duties, built up customer engagement department by hiring, training, and managing new talent; tracked goals both within CS department and across HDAI as a whole
- Implemented a client satisfaction survey (NPS) process
- Improved interdepartmental communication with the Director of AI systems and Director of Product Management by leveraging regular meetings and standardized reports.
Customer Success Manager
Health Data Analytics Institute
Dedham, MA
02.2022 - 12.2023
- As the first CSM at HDAI, leveraged previous experience to create the customer engagement department, hiring talent to expand CS team from two members to seven; created a custom CRM from the bottom up using Hubspot; created a process for implementation for new clients and supporting existing clients; worked with leadership to shape overall direction of the company.
Senior Customer Success Manager
Athenahealth
Watertown, MA
01.2020 - 02.2022
- Managed a high book of business (75-85 clients) of established athena clients
- Proven track record with unengaged or unsatisfied clients showed through NPS survey results
- Consistently exceeded metrics around quarterly performance calls and NPS Survey responses
- Became implementation and clinical subject matter expert
Senior Project Associate
Athenahealth
Watertown, MA
01.2017 - 12.2019
- Effectively managed a high volume of complex clients through the onboarding life cycle
- Internal subject matter expert for enrollment process and product roadmap
- Served as primary liaison between sales and implementation
- Continued to assist with multiple initiatives such as CSM Transition and Collector Gaps
- Trained clients on the athena product and workflows specific to their practice
Project Associate
Athenahealth
Watertown, MA
06.2016 - 12.2016
- Implemented clients in the small group (1-7 doctor practices) space
- Managed book of business of roughly 15-25 client projects
- Piloted new process changes such as the Mock GoLive and Onboarding Roadmap
- Lead weekly team scrums for process change feedback
Associate Consultant
Veeva Systems
Remote
02.2016 - 05.2016
- Implemented Life Science's software for Pharmaceutical Companies
- Worked with clients to configure software and trained them on its use
- Traveled for business process discovery workshops
- Assisted with data migration from source systems into the Veeva application
Payroll Implementation Specialist
HealthWyse
Wilmington, MA
11.2014 - 01.2016
- Implemented payroll software for Visiting Nursing Practice clients
- Used salesforce to track client issues and communicate to internal stakeholders
- Created both internal and external training manual to improve client self-service
Education
Master of Science - Mathematics
University of Edinburgh
Edinburgh, UK10-2014
Postgraduate Certificate - Mathematics
Smith College
Northampton, MA05-2013
Bachelor of Arts - English, Minor in Mathematics
Allegheny College
Meadville, PA05-2011
Skills
- Client Support and Engagement
- Hiring, Training, and Team Management
- Organization and Time Management
- Relationship management
Timeline
Senior Customer Success Manager
Definitive Healthcare
05.2025 - Current
Manager of Customer Success
Health Data Analytics Institute
01.2024 - 12.2024
Director of Customer Success
Health Data Analytics Institute
02.2022 - 04.2025
Customer Success Manager
Health Data Analytics Institute
02.2022 - 12.2023
Senior Customer Success Manager
Athenahealth
01.2020 - 02.2022
Senior Project Associate
Athenahealth
01.2017 - 12.2019
Project Associate
Athenahealth
06.2016 - 12.2016
Associate Consultant
Veeva Systems
02.2016 - 05.2016
Payroll Implementation Specialist
HealthWyse
11.2014 - 01.2016
Master of Science - Mathematics
University of Edinburgh
Postgraduate Certificate - Mathematics
Smith College
Bachelor of Arts - English, Minor in Mathematics
Allegheny College