95%+
Sustained CSAT Performance
Senior Customer Success Manager • Client Experience Strategist
Customer success leadership that turns trust into retention, adoption, and long-term value.
Nicole Peck is an award-winning customer success leader known for elevating the customer experience, reducing friction, strengthening retention, and building scalable systems that create measurable impact across the full customer lifecycle.
Open to senior customer success and leadership opportunities focused on retention, client advocacy, scalable operations, and high-impact customer outcomes.
Customer Impact Snapshot
Built to improve outcomes customers can feel and organizations can measure.
Nicole combines elite relationship management with operational rigor, giving organizations a leader who can improve retention, increase satisfaction, reduce support friction, and create scalable success motions across the business.
20%
Improvement in Satisfaction / Retention Outcomes
1,000+
Employees and Customers Supported Through ZenBook
2x
ZenGuardian Award Winner
Retention & Loyalty
Protects the customer base by building trust, identifying risk early, and creating experiences that keep relationships healthy over time.
Adoption & Enablement
Improves time-to-value through stronger onboarding, clearer enablement, and customer education that drives consistent usage.
Operational Excellence
Designs systems, knowledge resources, and cross-functional processes that reduce friction for both customers and internal teams.
Customer Success Framework
A repeatable approach to trust, adoption, expansion, and long-term retention.
Nicole’s operating model is built to meet customers where they are, accelerate value realization, surface growth opportunities, and strengthen the long-term partnership through advocacy and disciplined execution.
Engage
Build trust early, align on goals, and create confidence in the relationship from the first interaction.
Adopt
Drive onboarding success, increase usage, and help customers realize measurable value faster.
Advocate
Translate feedback into action, partner cross-functionally, and improve the customer experience at scale.
Retain
Protect renewals and deepen loyalty by reinforcing value, removing friction, and keeping momentum strong.
Selected Experience
A customer-facing career shaped by advocacy, process design, and operational leadership.
Apr 2023 – Present
Senior Customer Success Manager • ZenBusiness
Two-time ZenGuardian Award winner recognized for exceptional customer advocacy and cross-functional leadership. Architected and launched The ZenBook, a high-impact self-service resource used by 1,000+ employees and customers. Drove a 20% improvement in satisfaction outcomes through proactive engagement, lifecycle ownership, and scalable success strategy.
2022 – 2023
Product Specialist • Qurate Retail Group
Served as the bridge between the user base and internal product teams, translating customer feedback into actionable roadmap priorities and supporting stronger product-market alignment and feature adoption.
2020 – 2022
Customer Service Advocate • Qurate Retail Group
Maintained 95%+ CSAT across voice, chat, and email while consistently delivering strong first-contact resolution in a high-volume support environment.
2014 – 2019
Office Manager • Advantage Pest Control
Built and improved retention-focused customer lifecycle workflows, reduced administrative overhead, strengthened team execution, and helped establish the operational integrity that supported a successful strategic exit.
2012 – 2014
Billing Operations Specialist • Spectrum
Improved internal workflows and redesigned knowledge resources that reduced new-hire ramp time and strengthened operational consistency.
Recognition & Highlights
Recognition that reflects sustained client impact and customer-first leadership.
ZenGuardian Award
Nov 2023, Sept 2024
Key Metric Strength
95%+ CSAT and 20%+ improvement in retention / satisfaction outcomes
Process Architect
Creator of The ZenBook and Spectrum Fraud Intake Form
Cross-Functional Influence
Trusted advocate across Product, Engineering, Sales, and Operations
Open To Opportunity
Ready to lead high-impact customer success and client experience functions.
Nicole is best positioned for organizations that value retention, customer advocacy, lifecycle ownership, enablement, and leadership that improves both the customer journey and the systems supporting it.