Marina Werner

VP of Customer Success, Driving‑Tests.org

Leads the customer success team, manages corporate accounts, and turns user needs into product improvements across our multi‑brand EdTech platform.

Contact Marina
Marina drives customer satisfaction and retention by delivering fast, empathetic resolutions - and by championing learner and enterprise needs to product, design, and engineering.

Areas of responsibility and expertise

  • Customer Success operations: monitor health, first‑response and resolution time.
  • Corporate accounts: onboarding, training, renewal/retention for schools, fleets, and employer partners.
  • Voice of Customer to product: patterns, requirements, and escalation pathways that shape roadmaps.
  • Policy and compliance support: clear guidance on ELDT/TPR flows and program eligibility.
  • Payments and access management: Stripe/Memberful workflows, refunds, and account troubleshooting.
  • Team coaching and enablement: weekly CS team reviews and knowledge‑base upkeep.
  • Crisis and dispute resolution: calm, fair outcomes with transparent communication.

Methodology

How Marina works

Intake and triage

Intercom rules route conversations by priority and topic. Urgent access and billing issues jump the queue; spam and dupes are filtered out.

Sources of truth
  • Intercom conversation history and Help Center articles
  • Payment/subscription systems: Stripe, Memberful
  • Internal admin: enrollment/progress and logs
  • ELDT requirements and FMCSA TPR references

Resolve fast, educate clearly

Use templates/macros for one‑and‑done resolutions whenever possible. When needed, escalate with full context so engineering or product can act quickly.

Verify against sources

Before final answers, verify against official and internal sources (ELDT/TPR guidance, DMV handbooks, account logs, and policy docs) to prevent contradictions.

Close the loop

Tag conversations, capture root‑cause codes, and update macros/Help Center articles. Flag recurring themes on Slack and in weekly meetings.

Measure and improve

Track metrics. Run reviews and coaching sessions; adjust templates/macros accordingly.

Recent highlights

Instituted weekly team discussions where top issues and user friction feed directly into the roadmap.

Refreshed refund/access policies and Help Center articles to reduce confusion and repeat contacts.

Built transparent templates for most common issues.

Selected prior contributions

  • 22+ years combined: 10+ as educator, 12+ in Customer Success at Elegant E‑Learning.
  • Supported thousands of learners annually across multiple education platforms.
  • Managed corporate partnerships (schools, fleets, employer programs).

Tools and stack

Intercom • Stripe • Memberful • Internal admin platform • FMCSA TPR (for ELDT checks) • Shared docs/playbook suite

Contact Marina