Sarah Hums
About Sarah Hums
Sarah Hums serves as the Sr. Director of Customer Experience Management (Success At Scale) at Klaviyo, where she has worked since 2023. With extensive experience in customer success and marketing across several companies, including DocuSign and Oracle, she specializes in human-centered design and process optimization.
Work at Klaviyo
Sarah Hums serves as the Sr. Director of Customer Experience Management (Success at Scale) at Klaviyo. She has held this position since 2023, bringing expertise in customer experience strategies to the organization. In her role, she focuses on enhancing customer success through scalable solutions and effective management practices.
Previous Experience at DocuSign
Before joining Klaviyo, Sarah Hums worked at DocuSign as the Senior Director of Global Customer Lifecycle Strategy from 2022 to 2023. In this role, she was responsible for overseeing customer lifecycle strategies on a global scale. Prior to this position, she served as the Director of Customer Lifecycle Strategy - Success at Scale, Digital Customer Success from 2019 to 2022, where she focused on optimizing customer success initiatives.
Career at Oracle
Sarah Hums has extensive experience at Oracle, where she held multiple roles from 2012 to 2019. Her positions included Customer Success Manager & Marketing Advisor, Marketing Subject Matter Expert, Program Manager for Service Design, and Senior Manager roles in Customer Success and Service Design within the Oracle Marketing Cloud. Her work at Oracle emphasized customer success and marketing strategies.
Education and Expertise
Sarah Hums is currently pursuing a Master of Science in Customer Experience Management at Michigan State University - Eli Broad College of Business, expected to complete in 2024. She holds a Bachelor of Arts in English Language and Literature from Xavier University. Her expertise includes human-centered design, user-centered design, marketing orchestration, campaign management, and process optimization.
Skills in Customer Experience Management
Sarah Hums possesses skills in service delivery training and enablement, focusing on equipping teams with the necessary skills for exceptional customer service. She engages in stakeholder engagement to align on customer experience initiatives, ensuring that various stakeholders collaborate effectively to enhance customer satisfaction.