Ang Lim

Manager of Client Success 

Ylopo 

05/2021 - present 

• Increased client retention and satisfaction by developing and implementing scalable client success strategies, contributing to overall revenue growth.

• Led and coached a team of 21 Client Success Managers, improving individual and team performance through regular training, goal-setting, and KPI tracking.

• Optimized client experience by collaborating cross-functionally with sales, product, and marketing teams to enhance service offerings and streamline processes.

• Drove data-backed decision-making through analysis of client trends, engagement metrics, and churn risks, identifying opportunities for upsells and proactive outreach.

• Managed escalations and high-value accounts, providing solutions that enhanced client trust and long-term loyalty.

• Championed team culture and engagement, spearheading initiatives to improve collaboration, motivation, and job satisfaction in a remote work environment.

Client Success Manager 

Ylopo 

05/2019 - 05/2021 

• Managed a portfolio of 250 clients, ensuring high-touch relationship management to drive retention and satisfaction.

• Maintained an monthly average cancellation rate of 1.67%, proactively addressing churn risks through strategic engagement and personalized solutions.

• Led onboarding and training for new clients, ensuring a smooth setup and optimizing platform adoption within the first 30 days.

• Drove upsell and expansion efforts, collaborating with marketing specialists to identify opportunities, sustaining an average NRR (Net Revenue Retention) of over 97.5% month.

• Maintained a client satisfaction score of 100% (CSAT/NPS), consistently exceeding expectations through proactive issue resolution and tailored recommendations.

• Collaborated with cross-functional teams (sales, product, and marketing) to advocate for client needs, improve workflows, and enhance the customer experience.

• Managed escalations for high-risk accounts, effectively resolving issues and rebuilding trust to improve long-term retention.

Client Success Manager 

303 Software

08/2017 - 10/2018

• Receive client issues and deliver success within a reasonable timeframe.

• Ensure that clients’ questions are heard and answered, while also making sure feedback is accounted for.

• Align with AMs on contract renewals, upsell strategy, and focus on selling with a retention focus.

• Coordinate cross-functional processes that help meet renewals, upsell targets, and deliver on clients’ needs. This includes processes for: relaying customer feedback company wide, align with the PMs/AMs on resolution of major cases, and provide feedback to Sales based on client re-engagement opportunities.

• Track managed services renewals and analyze them to understand what is going well and what could be improved.

Happiness Coordinator 

Communications Strategy Group

10/2016 - 08/2017 

• Championed company culture and engagement initiatives, fostering a positive and collaborative work environment through team-building events and recognition programs.

• Planned and executed monthly team activities and company-wide events, boosting morale, strengthening relationships, and enhancing remote/hybrid team connectivity.

• Led corporate volunteer projects and community outreach efforts, aligning company values with meaningful social impact initiatives.

• Managed client appreciation programs, curating thoughtful gifts and personalized gestures to strengthen relationships and improve retention.

• Oversaw office and event budgets, optimizing resources for maximum engagement and impact.

• Handled internal communications and social media efforts, highlighting company wins, employee achievements, and team events to reinforce a positive work culture.

Patient Experience Coordinator

Partners in Health Family Medicine

06/2015 - 10/2016 

• Enhanced patient engagement and satisfaction by developing community-driven initiatives that improved access to health education and resources.

• Planned and executed health education events, fostering stronger relationships between providers and patients while promoting preventive care.

• Developed and managed social media strategy, creating engaging content that increased patient interaction and strengthened the clinic’s online presence.

• Designed and maintained the company website, ensuring up-to-date, user-friendly resources for patients and the community.

• Implemented patient outreach programs, increasing appointment adherence and promoting continuity of care.

• Strengthened provider-patient relationships through personalized communication efforts, helping to build trust and long-term retention.

B.S. in Business Management and Marketing

8/2011 - 5/2015  Regis University, Denver, CO

• Customer Relationship Management & Trust Building

• Client Retention & Growth Strategies

• Stakeholder Communication & Engagement

• Empathy-Driven Client Advocacy

• Team Leadership & Coaching

• Conflict Resolution & De-escalation

• Process Optimization & Automation

• Salesforce & Customer Success Tools (e.g., JIRA, ZenDesk, HubSpot)

Operation HOPE

2015 | Business in a Box

Working with Operation HOPE, I got the opportunity to work one-on-one with high school students in order to teach them the basics of business and entrepreneurship. After teaching them what it meant to be an entrepreneur, they had the opportunity to create their own businesses and pitch them to a panel of judges on order to win a five-hundred dollar start-up grant and a few hours with a mentor in their field.

Urban Peak

2017

Helped provide and cook meals for impoverished and homeless youth in Denver and the surrounding area.