Erika Lukens
Senior Customer Success Manager, Team Lead
Columbia,MD
Summary
Strategic Customer Success leader with a track record of driving enterprise SaaS adoption, retention, and growth across complex, high-value accounts. Trusted advisor to executives and stakeholders, skilled at translating business objectives into actionable success plans that deliver measurable outcomes. Experienced in leveraging AI and data-driven insights to optimize workflows, improve service delivery, and enhance the overall customer experience. Known for fostering strong cross-functional collaboration, leading customer-centric initiatives, and consistently achieving high renewal rates, increased product adoption, and long-term customer loyalty.
Overview
18
18
years of professional experience
Work History
Senior Customer Success Team Lead, Enterprise
Wayvia
04.2024 - Current
- Leverage AI-powered tools and insights to streamline workflows, improve response quality, and enable the team to deliver faster, more personalized support at scale.
- Promote a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Serve as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values always.
- Flag risks and attrition concerning customer renewals, working with other CSMs to identify potential risks
Senior Customer Success Manager
Wayvia
05.2022 - Current
- Leverage AI tools to synthesize customer feedback, meeting notes, and support trends into clear insights that informed QBRs, renewal strategy, and proactive risk mitigation.
- Manage a 3-4M ARR to our Enterprise clients where I am responsible for managing the full customer life cycle including onboarding, adoption, identifying expansion opportunities and renewals
- Conduct regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Collaborate with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Develop data-driven action plans to improve customer outcomes
- Owned enterprise portfolio performance, achieving 98%+ Gross Retention and 99% Net Revenue Retention over three consecutive quarters by leading renewal strategy, risk mitigation, and expansion alignment with customer business objectives.
- Owned risk mitigation strategy across enterprise portfolio, saving $160K in at-risk ARR through executive alignment, value realization planning, and renewal negotiations.
Client Success Specialist
Prometric
10.2019 - 05.2022
- Drove a consistent cadence of customer engagement designed to increase the likelihood of renewals
- Ensured all contractual obligations were being met, tracked and communicated to relevant stakeholders across the organization, especially for A/B accounts
- Ensured planned activities (publishing cycles, etc.) were being undertaken and completed
- Collaborated closely with sales teams to identify upselling opportunities and expand existing accounts.
- Used sales tools (e.g Salesforce.com) and methodology to effectively manage the accounts, opportunities, pipelines and forecast
Fulfillment & Logistics Project Manager
Apollo Retail
Hanover, Maryland
03.2017 - 10.2019
- Created and executed project work plans and revised as appropriate to meet changing needs and requirements
- Managed, hired and supervised employees in Transportation delivery contracts
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Managed day-to-day operational aspects of all projects and scope
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Lead the planning and tracking of project plans and reporting status
Inside Sales Rep
Synagro
White Marsh, MD
08.2016 - 03.2017
- Partnered with outside field sales to achieve total team goals for territory growth, sales won, account growth, new opportunities created and business retention. Booked 900k in revenue in 6 months.
- Proactively identified, negotiated and closed new bid opportunities with assigned accounts in a defined geographic territory
- Solicited, qualified and responded to all requests for bids, quotations, proposals or other solicitations from assigned accounts
District Manager
BenefitMall
Towson, Maryland
03.2015 - 08.2016
- Worked in the field selling while establishing new accounts and servicing existing clients through a well-planned daily, weekly and quarterly business plan. Sold payroll services to more than 35 accounts.
- Sold payroll and ancillary services through tailored and consultative presentations
- Coordinated with other district managers to actualize strategies to improve performance and grow circulation volumes and sales
Inside Sales Rep
Lafarge
Hunt Valley, MD
06.2014 - 03.2015
- Processed and provided mix designs and other various tasks to help with sales support
- Managed 60 inbound sales inquiries daily, ensuring timely responses to potential clients.
- Completed new orders, managed and scheduled deliveries
Inside Sales Rep
HD Supply Power Solutions
New Castle, DE
04.2008 - 06.2014
- Managed high-volume inside sales portfolio generating $57M+ revenue across 23K+ transactions, delivering $6.1M in gross margin (10.8%) while maintaining strong customer relationships and operational efficiency.
- Handled 15 million in contracts with other IOU companies the past 2 years prior to joining the alliance team
- Coordinated with Operations to ensure proper delivery
- Managed customers' questions regarding products, prices, and availability.
- Worked closely with engineers, buyers, and vendors to ensure accurate equipment and specifications for projects
- Quoted new business and projects while maintaining target margin goals
- Managed storm inventory levels provided by the customer based on prior storm usage
- Monitored payments due from clients and promptly contacted clients with past due payments to reconcile all A/R discrepancies
Education
BBA - Business Management
Strayer University
Skills
- AI Assisted Customer Insights & Analysis
- Enterprise Customer Success
- Customer Retention & Revenue Growth
- Executive Stakeholder Engagement & QBR Leadership
- Cross Functional Leadership & Collaboration
- Project Management
- Strategic Account Planning & Risk Mitigation
Timeline
Senior Customer Success Team Lead, Enterprise
Wayvia
04.2024 - Current
Senior Customer Success Manager
Wayvia
05.2022 - Current
Client Success Specialist
Prometric
10.2019 - 05.2022
Fulfillment & Logistics Project Manager
Apollo Retail
03.2017 - 10.2019
Inside Sales Rep
Synagro
08.2016 - 03.2017
District Manager
BenefitMall
03.2015 - 08.2016
Inside Sales Rep
Lafarge
06.2014 - 03.2015
Inside Sales Rep
HD Supply Power Solutions
04.2008 - 06.2014
BBA - Business Management
Strayer University