Annika Dunaway

Worked as a Customer Success Manager for aampe's first clients, helping our customers onboard to aampe and support the mindset shift.

Supported customers strategically and technically with content writing, labeling and in-app message (surfaces) code.

Customer Problem-Solving: Worked closely with CRM managers and marketing teams to identify user needs and translate them into product requirements.

Cross-Functional Collaboration: Collaborated daily with engineering, data science, and design teams to ensure successful delivery and iteration of product features.

Thought Leadership : Wrote several blog articles and posts on agentic AI and mindset shift for companies who want to embrace agents AI.

• Awarded with a Top25 Badge in Agentic AI by Thinkers360

Advocacy for CRM Managers: Served as the internal voice for CRM professionals, ensuring that product development stayed aligned with real-world marketer needs.

Applied the Shape Up methodology to manage product development cycles effectively.

Created customer-facing materials, including demo and onboarding decks, product documentation, a knowledge hub, and various support resources.

Defined product strategy, prioritized feature development, and conducted user research to ensure product-market fit.

Owned end-to-end product operations: managed roadmap planning, ticket organization, developer coordination, QA, stakeholder communications, and feature demos.

Led a cross-functional squad, providing mentorship and career development support to team members.

Delivered client projects across mobile app retention audits, CRM strategy, and technical integrations, managing multiple engagements with both SMEs and enterprise clients.

Analyzed mobile app performance using analytics and attribution tools to identify user behavior patterns, retention gaps, and growth opportunities.

Developed strategic marketing automation roadmaps leveraging qualitative and quantitative user insights.

Created and presented growth opportunity reports to product, analytics, and executive leadership teams.

Built and optimized complex lifecycle marketing flows, leveraging intelligent triggers, segmentations, and dynamic content personalization.

Monitored campaign performance rigorously, reporting against core retention KPIs using statistically significant methods.

Led client workshops, onsite presentations, and consultation sessions, confidently advising both junior stakeholders and executive leadership.

Led all CRM initiatives within the product team, driving engagement across B2B2C and direct-to-consumer channels.

Designed and managed the implementation of Kaia’s CRM platform, overseeing tool selection, configuration, and integration.

Developed and executed a B2B2C CRM strategy to support partnerships and optimize patient acquisition and engagement.

Planned and launched full-funnel customer lifecycle campaigns across email, in-app messaging (IAM), and push notifications.

Built targeted engagement strategies through advanced segmentation and user behavior analysis.

Owned campaign performance analysis, delivering actionable insights to optimize customer retention and activation.

Automated CRM workflows using Braze and AWS services (SNS, Lambda, API Gateway, CloudWatch) to enable dynamic, scalable messaging operations.

Specialized in technical CRM execution, implementing events, attributes, and system improvements to enhance customer data workflows.

Supported backend teams to ensure seamless integration between CRM activities and broader platform architecture.

Planned and executed full-cycle customer campaigns across email, in-app messaging (IAM), and push notifications.

Developed promotional and engagement campaigns with advanced segmentation and personalized content strategies.

Collaborated with design and copywriting teams to ideate and deliver highly personalized, user-centric messaging experiences.

Led the creation and analysis of A/B tests, driving continuous improvements across product features, campaign performance, and customer segments.

Scoped and analyzed experiments to optimize key CRM KPIs, informing broader product and marketing strategies.

Led the implementation of CRM and its channels, managing the cross-team implementation of Appboy (Braze) across web and mobile platforms.

Conducted QA processes using Jenkins (Web SDK), Charles Proxy (App SDK), and validated event and attribute tracking.

Designed and implemented email and in-app templates, ensuring scalability and personalization.

Developed and executed CRM strategies for email and mobile channels across 10 European markets.

Planned, launched, and optimized triggered lifecycle campaigns and ad hoc promotional communications.

Analyzed customer behavior and campaign performance, accessing and querying data via Redshift and MySQL.

Conducted A/B and multivariate testing across email and push channels to improve key engagement metrics.

Supported API integration projects for subscription tools, expanding CRM ecosystem capabilities.

Acted as Product Manager for the CRM Tech Team, driving roadmap planning, feature implementation, and cross-functional collaboration.