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.

Proud Filipina. Coffee lover, film enthusiast, and world traveler.

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Joyce Young Headshot

Expertise

Customer OnboardingRetention & ExpansionQuarterly Business ReviewsHealth ScoringStakeholder MappingChurn PreventionVoice of CustomerCross-Functional Advocacy

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 Customer Success function from the ground up — growing the team to 7 people across Implementation, Support, and Customer Success
  • ·Designed and implemented the company's first structured onboarding and implementation process, reducing time-to-go-live and improving early-stage retention across a customer base that grew from 170 to 1,018 customers during tenure
  • ·Delivered 10+ enterprise customer implementations with a 100% success rate, leading complex onboarding projects involving data migration, workflow configuration, and team enablement
  • ·Developed internal onboarding and product training programs to accelerate new hire ramp time and build consistent product expertise across the CS team
Customer Success AssociateFeb 2023 – Oct 2024
  • ·Served as Coast's first dedicated customer-facing hire; built the foundation for all support and success operations in a company with no prior CS infrastructure
  • ·Managed high-volume customer support across Intercom, Zendesk, and phone, resolving technical and product inquiries
  • ·Executed 100+ end-to-end customer implementations, optimizing onboarding workflows to reduce time-to-go-live by 20% and drive product adoption
  • ·Served as the primary Customer Success Manager post-implementation, managing ongoing customer relationships and ensuring continued product adoption and satisfaction
Reedsy

Reedsy

Community Growth ManagerFeb 2022 – Dec 2022
  • ·Drove freelancer growth through targeted email campaigns, onboarding support, and improved help resources
Grab

Grab

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

Dec 2019 – Present

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.