Sofia Maravich

Experience

• 

  Rethink Labs

  Cofounder

  Aug 2023 - Present

  Rethink Labs is consultancy that works with founders to help them take their business to the next stage of growth. Whether it's bringing an idea to life by building a product from scratch or working with a Series-A company to revamp their entire customer experience, we use human-centric design, solid framework, and proven methodologies to help teams align around their customer.

  • Increased initial appointment bookings for an Executive Coaching company through updated UX/UI of website
  • Created a main metrics dashboard for a luxury e-comm and retail jewelry company to help them better understand the health of their business on a weekly basis, resulting in better prioritization of company initiatives
  • Completed Customer Journey Mapping for multiple B2B & B2C companies, providing actionable gameplans to execute the journey through people, process and products
  • Recommended and implementing a new Support and CRM tool for a retailer who has been running into several issues with their current tool
  • Building the V1 version of an online site & community for travel nurses
  • Partnering with a major University to build the V1 version of an application that will provide therapy to women with postpartum depression
• 

  Measured

  Head of Customer Success Operations

  Jul 2021 - Aug 2023

  Measured is the leading data measurement and optimization platform for connecting media to business outcomes. It measures ad spend value, allocate efficiently, and unlocks opportunities for incremental growth. I was hired during the seed-stage as the first female in leadership to help scale the company from 80 clients to 250+. I developed strategic 1-3 year plans for how the company should evolve via people, process and products (tools) to deliver an exceptional customer experience at each stage of growth. I also built & ran the entire Customer Support function and operation (1 Manager, 12 ICs in India), Customer Content & Education program (1 Manager) , Business Analytics (1 IC) function and had a Project Manager (1 IC) who helped support overall company operations.

  • Built Business Analytics, Customer Training, Project Management, and Support teams, consisting of 4 direct reports and 12 in India
  • Developed and executed strategic plans and companywide OKR’s to meet business objectives for renewal rates, market positioning, and product enhancements
  • Shortened product adoption time by 50+% and reduced hours spent servicing technical needs for Customer Success team
  • Implemented and managed ChurnZero (post-sale CRM) tracking customer product usage, journey progress, surveys, and health
  • Led the development of the Customer Journey and lifecycle
  • Developed Customer Health Scores and populated them on a monthly basis for revenue forecasting
  • Built QBR & Kickoff Call Templates
• 

  Nativo

  Head of Client Experience

  Jul 2014 - Jun 2021

  Nativo makes it easy to use content—stories, videos, articles & more—at scale to drive 3X more engagement and up to 2X more efficient outcomes. All without cookies. I was hired as the 4th Account Manager and 38th employee after Series A funding. During my tenure, I grew quickly into leadership roles, eventually becoming the Head of Client Experience. The teams I managed included: Customer Success (3 Managers, 20+ ICs ), Sales Planning (1 Manager, 5 ICs) & the Content Studio (2 Managers, 5 ICs). I was responsible for renewal rate, incremental revenue, win rate and customer satisfaction scores (NPS).

  • Scaled growth from $15M to $109M across 400 clients
  • Generated an 80 Net Promoter Score (NPS) client score (above the global benchmark of 32)
  • Increased incremental revenue by 216% by training and coaching CS team members on effective upsell tactics
  • Increased client renewal rate from 39% to 53% (above the industry average of 40%)
  • Won Sales Excellence Award (peer nominated) for effective leadership of Customer Success org