Summary
Overview
Work History
Education
Timeline
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Samaiya Robbins

Charlotte,NC

Summary

Results-driven customer success and operations leader with a proven track record of optimizing client experiences, streamlining processes, and driving business growth. Skilled at building strong client relationships, managing strategic initiatives, and implementing scalable solutions to improve retention, adoption, and overall customer satisfaction. Experienced in collaborating with cross-functional teams, leading onboarding and training programs, and leveraging data-driven insights to enhance operational efficiency. Passionate about customer advocacy, problem-solving, and delivering impactful results in fast-paced, high-growth environments.

Overview

9
9
years of professional experience

Work History

Customer Success Manager

Lexamica
03.2025 - Current
  • Manage a national portfolio of 50+ active law firm relationships, leading onboarding, engagement, and retention efforts within the Lexamica referral network (ARR: $2M).
  • Spearhead onboarding and verification workflows, reducing time-to-value by over 30% through process improvements and automation.
  • Drive platform growth and revenue by cultivating high-impact partnerships and expanding Lexamica’s referral ecosystem.
  • Collaborate cross-functionally with product and operations to enhance the user experience, surface actionable feedback, and support scalable growth initiatives.

Customer Success and Operations Lead

Off The Record
03.2024 - 03.2025
  • Thrived in a dynamic startup environment, excelling in dual Customer Success and Operations roles, and rapidly becoming a top performer through exceptional results and impact.
  • Founded the Attorney Support department to bridge gaps between customer success and account management, improving cross-team collaboration.
  • Led the successful launch and integration of Intercom for law firms, improving communication between clients and accounts, while streamlining workflows and enhancing operational efficiency.
  • Contributed to the revamp of training programs and the implementation of a mentorship initiative to foster employee growth and performance.

Customer Success and Operations Manager

Biteline
03.2021 - 01.2024
  • Spearheaded planning, strategy, execution, and project management for a dental startup, streamlining operations, and driving measurable growth.
  • Managed a diverse portfolio of accounts, leading seamless onboarding while partnering with the C-suite to align business objectives and client success.
  • Partnered with sales to scale operations, achieving a 250% increase in accounts, and enhancing team productivity by 400% through process optimization and automation.
  • Strengthened client relationships, boosting account retention by 40% through proactive engagement, strategic communication, and personalized support.

Operations Specialist

Sitel
11.2017 - 01.2021
  • Served as the primary liaison between frontline staff and clients, bridging communication gaps to enhance client satisfaction, and drive contract renewals.
  • Managed hiring, training, and scheduling processes to maximize call center efficiency, and ensure seamless operations.
  • Monitored and analyzed call center performance metrics, identifying key areas for improvement, and implementing strategic initiatives to consistently exceed targets.

Customer Service and Sales Lead

Red Ventures
03.2016 - 11.2017
  • Handled escalated customer inquiries and complaints in a fast-paced, high-volume contact center, ensuring swift and effective resolutions.
  • Optimized team workflows to drive sales growth, surpassing targets while mentoring and coaching staff for continuous improvement.
  • Developed and implemented sales training programs to enhance team performance, ensuring alignment with company policies and best practices.

Education

Finance

Western Governors University

Timeline

Customer Success Manager

Lexamica
03.2025 - Current

Customer Success and Operations Lead

Off The Record
03.2024 - 03.2025

Customer Success and Operations Manager

Biteline
03.2021 - 01.2024

Operations Specialist

Sitel
11.2017 - 01.2021

Customer Service and Sales Lead

Red Ventures
03.2016 - 11.2017

Finance

Western Governors University

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Samaiya Robbins