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Chelsea Leavitt

Customer Success Operations ⚡️Drift

Chelsea Leavitt is a Customer Operations professional at Drift, currently serving as the Director of Customer Operations. She has extensive experience in Customer Success Operations, with specific expertise in:

  • Managing CS Ops strategies in both low-touch and high-touch customer segments
  • Utilizing tools like Salesforce, JIRA, Tray, Zapier, and Sonar for operational management
  • Focusing on customer health metrics such as Adoption Rate, Churn Rate, NPS, and Post-Sale Revenue

Throughout her career at Drift, Chelsea has been passionate about expanding the role of Customer Success Operations beyond traditional boundaries. She advocates for a holistic view of the customer journey, emphasizing the importance of understanding customer experiences across various stages of interaction.1

Her professional approach involves:

  • Regular meetings with CS leadership to discuss projects, updates, and metrics
  • Proposing new work initiatives
  • Presenting data-driven insights and recommendations

Chelsea has also been recognized for her strategic thinking in Customer Success Operations, sharing insights about the evolving role of CS Ops in industry discussions.12

Highlights

May 5 · theysaid.io
Issue #54: 10+ CS Ops Questions Answered - Theysaid

Related Questions

What are some key challenges Chelsea Leavitt has faced in her role at Drift?
How does Chelsea Leavitt's approach to CS Ops differ from other companies?
What tools does Chelsea Leavitt's team at Drift use for managing customer success?
Can you share examples of successful projects led by Chelsea Leavitt at Drift?
How does Chelsea Leavitt measure the success of her customer success operations?
Chelsea Leavitt
Chelsea Leavitt, photo 1
Chelsea Leavitt, photo 2
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Location

Greater Boston Area