2024 Outstanding Woman in Customer Success: Stephanie Robinson

Name: Stehpanie Robinson

Title: Global CX & CS

Company Name: Maze

Why she won:

Stephanie Robinson is currently the Global CX and CS leader at Maze - a company that empowers any company to build the right products faster by making user insights available at the speed of product development. Stephanie is responsible for defining and executing the strategy for driving adoption, retention, and growth across Maze's customer base. She manages a world class distributed team of CSMs, digital CS, and support agents to deliver a consistent and delightful experience to Maze's customers. She prides herself on being a collaborative cross-functional partner to Sales, Product Management, Engineering and Finance - focusing her efforts to maximize on customer-led growth, and synthesizing the voice of their customers into valuable insights to influence Maze's development roadmap.

Here's a breakdown of her achievements:

• Upselling Expertise: Through coaching CSMs and sales reps, Stephanie spearheaded a remarkable 178% year-over-year increase in upsell performance across the customer base in 2023. This demonstrates her leadership skills and ability to motivate her team to achieve exceptional results.

• Collaborative Leader: Stephanie fostered close collaboration across functions, playing a critical role in:

  • Building a seamless upgrade/downgrade experience for enterprise customers.

  • Implementing new enterprise customer pricing in 2023.

  • Designing segmented onboarding experiences for diverse customer categories.

• Efficiency and Customer Satisfaction Champion: Stephanie led a lean team of five agents in handling 20,020 tickets in 2023 while maintaining a high 97% customer satisfaction (CSAT) score. This achievement highlights her ability to drive efficiency and prioritize customer satisfaction through strategic segmentation of a growing customer base.

• Product Improvement Partner: Stephanie has actively collaborated with product and engineering teams to identify and resolve a total of 355 bugs in 2023. This demonstrates her commitment to continuous improvement and ensuring a positive customer experience.

• Digital Transformation Leader: Stephanie successfully implemented digital customer success programs that leverage technology to improve touchpoints and provide self-service options. These programs yielded an impressive 110% Net Dollar Retention (NDR) in targeted segments, signifying high customer loyalty and satisfaction.

• Customer Education Champion: Through digital CS methods, Stephanie built a robust customer education function. The top webinar drew 40% of enterprise annual recurring revenue (ARR), highlighting her dedication to customer education and success. Additionally, her team conducted eight successful product betas in 2023 through close collaboration with the product team.

Congratulations Stephanie!