Layna Smith

Professional Summary

Professional Overview
Layna Smith is an accomplished customer success leader with extensive experience driving exceptional user experiences and driving business growth across the technology industry. With a strong background in customer advocacy, client relations, and operational excellence, Layna excels at aligning cross-functional teams to deliver world-class support and achieve measurable results.

Experience Summary

Current Roles
As the Head of Customer Success at Monarch Money, Layna is responsible for overseeing the company's customer support and success strategies. She leads a team of dedicated professionals in providing personalized guidance, resolving complex issues, and ensuring clients achieve their financial goals. Additionally, Layna serves as a Owner at TECH GORL LLC, a Consultant at Opertus Systems, the Head of Support at Motion (YC W20), and the Sr. Director of Customer Experience at Calm, where she leverages her expertise to drive customer-centric initiatives and continuous improvements.

Career Progression
Throughout her career, Layna has demonstrated a track record of success in the technology industry. She has held progressive leadership roles, including Sr. Director of Customer Experience at Calm, where she led a team responsible for delivering exceptional support and fostering strong customer relationships. Prior to this, Layna served as the Head of Support at the startup Motion (YC W20), where she played a pivotal role in developing and implementing effective customer service strategies to support the company's rapid growth.

Academic Background
Layna holds a Bachelor's degree in Business Administration from the University of California, Berkeley, where she specialized in Marketing and Organizational Behavior.

Areas of Expertise

• Customer success and support management

• Client relationship building and retention

• Cross-functional team leadership and collaboration

• Strategic planning and execution

• Problem-solving and decision-making

• Continuous improvement and process optimization

Professional Impact
Throughout her career, Layna has consistently demonstrated her ability to drive tangible results for the organizations she has served. At Calm, she spearheaded initiatives that led to a 25% improvement in customer satisfaction and a 15% reduction in support ticket resolution times. As the Head of Support at Motion, she played a crucial role in scaling the company's customer service operations, contributing to a 40% increase in customer retention.

Conclusion
Layna Smith is a seasoned customer success leader with a proven track record of driving exceptional user experiences and business growth. With her strategic mindset, operational expertise, and collaborative approach, she is well-positioned to continue making a significant impact in the technology industry.