Amber Harlow

I've led Customer Success organizations and operations at Buildertrend and CoConstruct, improving retention, adoption, and lifecycle execution across B2B SaaS customer bases. At CoConstruct, I led the Customer Success organization through acquisition and platform transition, maintained low churn and strong employee retention, and partnered with leadership on customer migration to Buildertrend. I also improved 90-day retention by 10% through Pendo and lifecycle communication optimization. At Buildertrend, I lead Customer Success systems and operations strategy, including implementation and optimization of Gainsight CS, Customer Communities, and Customer Education. I'm focused on data-driven customer journeys, health metrics, reporting, change management, and cross-functional work with Sales, Product, Marketing, Strategy, and Enablement to unlock adoption, retention, and expansion.