Head of Customer Success at Coast

I design and scale CS operations that improve retention and accelerate time-to-value.

Head of Customer Success with 3+ years leading Implementation, Support, and Success teams. Led 100+ customer implementations and built Coast's end-to-end onboarding infrastructure.

LinkedIn
Joyce Young Headshot

Core Skills

Customer OnboardingRetention & ExpansionChurn PreventionCS Operations & ScalingCross-Functional Collaboration

Toolkit

Methodology

OnboardAdvocate
Onboard
Adopt
Retain
Expand
Review
Advocate

Impact

1,018Customers Supported
$4.6MARR Under Management
7Team Members Led

Experience

Coast

Coast

Head of Customer SuccessOct 2024 – Present
  • ·Built and scaled Coast's CS team from 0 → 7 across Implementation, Support, and CS
  • ·Designed a structured implementation process; supported growth from 170 → 1,018 customers
  • ·Delivered 10+ enterprise customer implementations with a 100% success rate – data migration, workflow configuration, and enablement
  • ·Accelerated new hire ramp time by building internal onboarding and product training programs
Customer Success AssociateFeb 2023 – Oct 2024
  • ·First CS hire at Coast – built the foundation for support and success operations from scratch
  • ·Handled high-volume support across Intercom, Zendesk, and phone
  • ·Executed 100+ implementations, optimizing onboarding workflows to reduce time-to-go-live by 20% and drive product adoption
  • ·Owned post-implementation relationships, driving product adoption and retention
Reedsy

Reedsy

Community Growth ManagerFeb 2022 – Dec 2022
  • ·Drove freelancer growth through targeted email campaigns, onboarding support, and improved help resources
Impact Training & Consultancy Services

Impact Training & Consultancy Services

Sales Project Lead - Grab PHOct 2019 – Feb 2022
  • ·Managed a remote team of 21 Business Development Officers across 7 cities
  • ·Exceeded targets by 105% and acquired 3,800 merchant-partners in a span of 12 months

Case Studies

Coast

Coast

Feb 2023 – Present

Built the entire Customer Success function from scratch — grew from 170 to 1,018 customers and $234K to $4.6M ARR. Led a team of 7 across Implementation, Support, and Success.

Head of Customer Success
Grab

Grab

Oct 2019 – Feb 2022

Led a remote team of 21 BDOs across 7 cities to acquire 3,800 merchant-partners in 12 months, exceeding all targets for Southeast Asia's largest mobile technology company.

BDO → Team Lead

About Me

I'm Joyce, a proud Filipina currently working as the Head of Customer Success at Coast — a leading maintenance management software in the United States — for about 3 years now.

I'm in love with all things coffee and paired with my desire to travel, I'd like to make a hobby out of documenting coffee shops I've visited around the world.

I'm a big film enthusiast and enjoy a good TV comedy like my favorites, Curb Your Enthusiasm and Succession. My top Spotify playlists would sound something like Indie/Alternative and 60s-80s classics.

Background

Head of Customer Success with 3+ years of experience designing and scaling CS operations in SaaS. Led 100+ customer implementations, built Coast's end-to-end onboarding infrastructure, and grew a team of 7 across Implementation, Support, and Success.

Known for turning chaotic, informal processes into repeatable systems that improve retention and accelerate time-to-value.