Top Talent like Lena are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Lena Nations

Operations Manager
Customer Success Manager
Alpharetta, GA, US
Cross-functional collaboration
Start-ups
Project Management
Process Optimization
Process Improvement
Operations Management
Strategy & Business Development
Emotional Intelligence
Documentation
Available for hire fromNegotiable
Customer Success Operations / Revenue Operations / SaaS
Strategic Customer Success Operations professional with a proven track record of scaling CS frameworks through high-growth transition. Expert in ChurnZero automation, risk mitigation architecture, and cross-functional process design. Adept at translating complex operational data into actionable insights to drive retention and alignment.

Work History

C

Manager, Client Success Operations

ClearGov● Orchestrated a critical 18-month cross-functional migration for a core product module, delivering a 100% completion rate with negligible customer churn ● Elevated average customer health scores by 42% (H2 2025) by constructing a comprehensive health framework featuring automated sentiment analysis and milestone-based playbooks ● Steered a cross-functional initiative to model a "North Star" product health score, translating fragmented usage data into an objective, behavior-based classification system for operational strategy ● Streamlined the implementation journey, slashing average onboarding time by 55% through milestone optimization, conditional logic, and a 20% reduction in procedural steps ● Championed a scalable adoption framework by executing ChurnZero Product Walkthroughs, obtaining a 177% surge in goal-attainment metrics for a core module ● Streamlined post-merger risk management by designing a unified strategic process between four companies; deployed automated tracking and dashboards to equip the ELT with actionable insights ● Centralized GRR tracking by integrating data from 4 distinct client bases into a single executive report; launching dual-scenario forecasting models to enhance retention predictability
L

Customer Success Operations Manager

LoxoJan 2022 - Mar 2024 • 2 yrs 3 mos● Improved customer journey map, including automating multiple manual steps, providing an elevated customer experience resulting in a 4% CSAT increase ● Designed and executed outreach programs, leveraging ChurnZero's capabilities with the goal of reducing churn, fostering stronger client relationships, and enhancing overall satisfaction ● Automated the sales-to-success handoff, improving client transparency and efficiency for team members ● Integrated ChurnZero, Salesforce, Intercom, and Hubspot, resulting in increased data hygiene and visibility
L

Customer Support Associate

LoxoMar 2021 - Dec 2021 • 10 mos
A

Strategic Operations Manager

Arrow ExterminatorsJul 2018 - Feb 2021 • 2 yrs 8 mos● Led a customer care and sales center for a $400m ARR company, resulting in a 60% increase in revenue
U

Child Life Specialist

UCLA Mattel Children’s HospitalApr 2014 - Sep 2015 • 1 yr 6 mos

Education

U

University of Georgia

Bachelor of Science

How Pangea Works

Effortlessly discover top talent

We've distilled the candidate search from endless hours down to just a few minutes. Using Pangea's AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company's niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea's fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team's capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We've combined every part of the hiring process into one platform to eliminate the miscommunication that's unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Customer Success Operations / Revenue Operations / SaaS
Strategic Customer Success Operations professional with a proven track record of scaling CS frameworks through high-growth transition. Expert in ChurnZero automation, risk mitigation architecture, and cross-functional process design. Adept at translating complex operational data into actionable insights to drive retention and alignment.

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call

Top Talent like Lena are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Lena Nations

Operations Manager
Customer Success Manager
Alpharetta, GA, US
Cross-functional collaboration
Start-ups
Project Management
Process Optimization
Process Improvement
Operations Management
Strategy & Business Development
Emotional Intelligence
Documentation
Available for hire fromNegotiable

Work History

C

Manager, Client Success Operations

ClearGov● Orchestrated a critical 18-month cross-functional migration for a core product module, delivering a 100% completion rate with negligible customer churn ● Elevated average customer health scores by 42% (H2 2025) by constructing a comprehensive health framework featuring automated sentiment analysis and milestone-based playbooks ● Steered a cross-functional initiative to model a "North Star" product health score, translating fragmented usage data into an objective, behavior-based classification system for operational strategy ● Streamlined the implementation journey, slashing average onboarding time by 55% through milestone optimization, conditional logic, and a 20% reduction in procedural steps ● Championed a scalable adoption framework by executing ChurnZero Product Walkthroughs, obtaining a 177% surge in goal-attainment metrics for a core module ● Streamlined post-merger risk management by designing a unified strategic process between four companies; deployed automated tracking and dashboards to equip the ELT with actionable insights ● Centralized GRR tracking by integrating data from 4 distinct client bases into a single executive report; launching dual-scenario forecasting models to enhance retention predictability
L

Customer Success Operations Manager

LoxoJan 2022 - Mar 2024 • 2 yrs 3 mos● Improved customer journey map, including automating multiple manual steps, providing an elevated customer experience resulting in a 4% CSAT increase ● Designed and executed outreach programs, leveraging ChurnZero's capabilities with the goal of reducing churn, fostering stronger client relationships, and enhancing overall satisfaction ● Automated the sales-to-success handoff, improving client transparency and efficiency for team members ● Integrated ChurnZero, Salesforce, Intercom, and Hubspot, resulting in increased data hygiene and visibility
L

Customer Support Associate

LoxoMar 2021 - Dec 2021 • 10 mos
A

Strategic Operations Manager

Arrow ExterminatorsJul 2018 - Feb 2021 • 2 yrs 8 mos● Led a customer care and sales center for a $400m ARR company, resulting in a 60% increase in revenue
U

Child Life Specialist

UCLA Mattel Children’s HospitalApr 2014 - Sep 2015 • 1 yr 6 mos

Education

U

University of Georgia

Bachelor of Science

How Pangea Works

Effortlessly discover top talent

We've distilled the candidate search from endless hours down to just a few minutes. Using Pangea's AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company's niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea's fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team's capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We've combined every part of the hiring process into one platform to eliminate the miscommunication that's unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Pangea empowers fractional work across the world for marketing and design roles.