Dawn Ehlke

Dawn Ehlke is currently the Vice President of Customer Success at TINYpulse. Prior to this, they spent 4 years and 7 months as the Director of Customer Experience at Zonar Systems.

At TINYpulse, Dawn is responsible for managing all elements of Customer Success, which includes Customer Success and Support. Dawn also drives and optimizes all phases of the post-sale experience, including implementations, contract renewals, adoption, and uplifts. In addition, they are responsible for contract negotiations and customer renewals. Dawn is also a member of the executive team that crafts the return to work policy, employee engagement strategy, and post-Limeade acquisition integration.

Some notable accomplishments during their time at TINYpulse include beating the net dollar retention plan by 10% with 90% yearly NRR, including uplifts 300% of plan; improving the Sales to Customer Success handoff portion of the customer journey with a new automated introductory email, survey selection guide, stakeholder checklist and training and implementation FAQ videos; and supporting team SLA’s 97.5% with 94% customer satisfaction scores.

At Zonar Systems, Dawn led a team of 16 and managed the team's $2M budget. Dawn successfully reorganized the team to focus on enhancing customer relationship building, increasing the number of customers within the program, and conducting risk analysis through role redesign and clarity. This led to an expansion of the team’s portfolio of customers by 5x with the same headcount. Dawn also collaborated with cross-functional teams on a strategic pricing promotion designed to upgrade approximately 40% of the customer base to new hardware in 12 months. Other notable accomplishments during their time at Zonar Systems include enhancing team performance by fostering skill development; executing fee-based Premium Support Services, such as revamped onsite training program, premium account management, and a fleet maintenance subscription; developing customer satisfaction temperature metrics and incorporating them into the rhythm of the business and a monthly operations council; achieving zero customer cancellations for a span of 2 1/2 years; converting $6M in at-risk customers to satisfied customers; and establishing a customer risk color coding system as well as bi-weekly executive customer status report.

Dawn Ehlke has a law degree from Temple University and a B.A. from the University of Washington in history and women's studies.