Name: Jennifer Park

Demographics: 42, VP of Customer Success, B2B SaaS company (150 employees, $25M ARR)

Goals & Motivation: Jennifer leads a team of 8 CSMs managing 1,200+ accounts worth $18M ARR. She's accountable for achieving 108% Net Revenue Retention and reducing gross churn to under 5% annually. Her success is measured on revenue impact - every percentage point of NRR improvement translates to $250K+ in annual recurring revenue. She needs to prove CS is a revenue driver, not just a cost center.

Pain Points & Challenges: Jennifer's biggest challenge is operating blind to early warning signals. Her team discovers customer problems through lagging indicators like usage drops or failed renewals, but by then it's often too late. She knows her support team talks to 10x more customers than CS, but there's no systematic way to capture those insights. When presenting to the board, she relies on health scores that miss emotional signals like frustration or satisfaction. She's constantly asked to do "more with less" - drive better outcomes without adding headcount. Her CS platform shows what happened, but not why customers are really struggling.

How Isara Helps: Isara transforms Jennifer's team from reactive to predictive by surfacing revenue-critical insights from support conversations in real-time. She can finally quantify the ROI of customer success with metrics like "prevented $400K in churn through early intervention" and "identified $200K in expansion opportunities from support conversation analysis." Her board presentations now include leading indicators showing customer sentiment trends 30 days ahead of traditional metrics. Jennifer's team becomes more efficient, managing 20% more revenue per CSM by focusing on accounts with genuine risk rather than false positives from incomplete health scores.