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# Michael Lohmann

**Headline:** Professional profile
**Location:** Bakersfield, CA, USA

## About

Michael Lohmann is a customer success leader with experience leading customer success and implementation teams at SendLane, where he served for 4\.5 years as a Senior CSM and Director of Customer Success\. Michael is strongest in redesigning onboarding, building retention processes, and scaling lean customer\-facing teams while maintaining direct responsibility for customers\. At SendLane, he carried his own book of business while building and managing the customer success organization, expanding the team from two people to eight direct reports and advising an additional three to four people\. His retention processes regularly produced 94–96% net revenue retention, and his onboarding work reduced early\-stage churn by 25%, with some months reaching zero onboarding churn\. Michael created a handoff model that brought CSMs into customer engagements from kickoff through onboarding, helping establish trust and enabling seamless transitions\. He also implemented white\-glove service and guided technical setup as part of an onboarding redesign focused on reducing churn\. Michael describes himself as flexible with role requirements and has experience managing both CSMs and implementation managers\.

## Highlights

- Reduced early\-stage onboarding churn by 25%, with some months achieving zero onboarding churn\.
- Built retention processes that regularly achieved 94–96% net revenue retention\.
- Carried a personal book of business while building and managing the customer success team\.
- Rebuilt the customer success team from two people to eight direct reports and advised an additional three to four people\.
- Worked at SendLane for 4\.5 years as a Senior CSM and Director of Customer Success\.
- Managed CSMs and implementation managers at SendLane\.
- Led Customer Success and Implementation Teams\.
- Redesigned onboarding processes using white\-glove service and guided technical setup to reduce churn\.
- Created a CSM handoff process that involved CSMs from kickoff through onboarding for seamless customer transitions\.
- Built trust before customer handoffs through early collaboration between CSMs and customers\.

## FAQ

### What does Michael do?

Michael Lohmann is a customer success leader who has led customer success and implementation teams, built retention processes, redesigned onboarding, and managed customer\-facing teams while carrying a book of business\.

### What did Michael do at SendLane?

Michael worked at SendLane for 4\.5 years, serving as both a Senior CSM and Director of Customer Success\. In those roles, he managed CSMs and implementation managers\.

### What results has Michael achieved in onboarding and churn reduction?

Michael reduced early\-stage onboarding churn by 25%\. In some months, onboarding churn reached zero\.

### What retention results has Michael delivered?

Michael built retention processes that regularly achieved 94–96% net revenue retention\.

### How has Michael scaled a customer success team?

Michael rebuilt the customer success team from two people to eight direct reports, while also advising an additional three to four people\.

### Did Michael manage customers directly while leading a team?

Michael carried his own book of business while simultaneously building and managing the customer success team\.

### How does Michael approach onboarding?

Michael redesigned onboarding around white\-glove service and guided technical setup to reduce churn\. He also involved CSMs from kickoff through onboarding rather than bringing them in only at the handoff stage\.

### How did Michael improve CSM handoffs?

Michael created a process in which CSMs participated from customer kickoff through onboarding\. This early collaboration built trust before the formal handoff and supported seamless CSM transitions\.

### What teams has Michael led?

Michael has led both Customer Success and Implementation Teams, including CSMs and implementation managers at SendLane\.

### How does Michael describe his approach to role requirements?

Michael describes himself as flexible with role requirements\.

## Links

- LinkedIn: https://www\.linkedin\.com/in/mike\-lohmann

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