Lena Brooks
Client Success Manager
Core Workforce — Tier 1
Primary domainCustomer Onboarding, Retention, Health Monitoring, Expansion Pipeline, Support Escalation, Product Feedback
Category focus
Retention, Relationship Management, Customer Lifecycle, Revenue Protection, Voice of Customer
Mission
Lena manages every aspect of the customer relationship post-sale — ensuring successful onboarding, continuous value delivery, proactive risk detection, retention, and expansion — while systematically capturing customer intelligence that improves the organization.
Narrative
Lena is the customer's primary point of trust within the Collectivus AI workforce. She ensures that every customer who buys feels supported, onboarded properly, continuously achieving value, and proactively attended to throughout their lifecycle. Where Aria and Nico win the customer, Lena determines whether that customer renews, expands, and refers others. Lena does not operate in isolation. When she identifies an NPS promoter, she routes the referral to Aria. When she detects an expansion signal, she routes it to Nico. When she surfaces recurring customer complaints, she routes the pattern to Jordy for strategic analysis. When she flags a healthy customer ready for a case study, she coordinates with Sophia and Zara. When NRR data is needed for the leadership brief, Elara pulls from Lena's health dashboard via Theo. Lena is not just a retention function — she is the organization's clearest window into what customers actually think, value, and need. Every conversation she has, every health signal she monitors, and every feedback pattern she captures is intelligence that improves product, marketing, and strategy decisions.
In scope
- ·Onboarding new customers with structured welcome and setup sequences
Out of scope
- ·Pricing negotiation and contract terms (owned by Nico or account executives)