Practice Founder, Customer Success, Growth & Operations
Eleanor is a go-to-market leader and business strategy consultant with 25 years of experience driving revenue growth and operational excellence for SaaS, agency, and global consulting firms. At GrowthJen, Eleanor brings her combined experience in customer success leadership, GTM strategy, finance, and digital transformation to help high-growth firms achieve sustainable growth across the customer lifecycle. Her career began in the early days of Internet marketing as a web designer and search marketing consultant. She progressed from technical roles to Client Success leadership in Martech SaaS firms and digital marketing agencies, eventually serving as Managing Director and VP of Customer Success within the Salesforce Ecosystem. Her clients and employers have ranged from Series A-C to the Fortune 20 in industries across Financial Services, Health and Life Sciences, Media, Sports and Entertainment, Technology, Automotive, and e-commerce.
*Customer Management, Retention & Growth
*CS Org Design, Talent Development & Leadership
*Customer Journey & Lifecycle Mapping
*Key Accounts, Direct & Channel Sales
*CRM & Tech Stack Optimization
*Risk & Escalation Management
*Voice of the Customer (VOC)
* Pipeline Management
* Delivery Operations, Implementation and Professional Services
* Fiscal Year Planning, Account Planning
* CRM, Tech Stack Optimization
* Resource Planning and Capacity Management
* Comprehensive Financial Modeling (FP&A) and Due Diligence
*Long Range Business Planning
*P&L Design and Management
*Budgets and Annual Planning
*Roadmap Development, GTM Strategy
*Capital Raise and Exit Readiness
*Revenue Modeling, Forecasting, Unit Economics
* Pricing StrategyBusiness Process Operations
*Board and Executive Communications
* Expanded customer success team from $500K to $22 million in revenue under management, averaging a 9.0 NPS
* Achieved 103-108% of quota ($8M-$18.3M) with 94-98% quarterly forecast accuracy over four years
* Grew existing business revenue from 55% to 84% of total company revenue in two years
* Directed capital allocation and led business transformation, resulting in a 15% gross margin improvement and a 22% net operating income increase within one year
* Conducted P&L audit for a Series B firm, creating a roadmap to optimize reporting and prepare for the next capital raise
* Drove critical business systems overhaul, reducing customer churn and exponentially increasing deal capture
* Served as Fractional CFO and Operations Leader for a startup Salesforce Systems Integrator
*Improved pipeline forecast accuracy by 30% to reach 96% within one year
*Led a 26% bookings increase within eight months from existing customers
