Hazel Chen
Head of Customer Success
Hazel Chen is a Customer Success leader known for building and scaling high-impact CS organizations from the ground up. As Head of Customer Success at SearchLab, she leads the strategy and execution behind retention, growth, and customer experience, ensuring clients not only see results, but understand the value behind them.
Across her career, Hazel has repeatedly stepped into early and growth-stage environments to design and operationalize Customer Success from scratch.
She has built CS functions across SaaS, healthcare, medtech, and consumer technology, creating the systems, processes, and team structures that turn customer relationships into durable revenue engines.
Prior to SearchLab, Hazel spent six years as VP of Customer Success at BACtrack, where she scaled the function from its early stages into a mature, metrics-driven organization supporting both B2C and B2B customers. Her background also spans customer service, client experience, and business development, giving her a rare ability to connect frontline insights with executive strategy.
She believes the best CS teams don’t just respond to problems. They see them coming, communicate clearly, and treat client success like it’s everyone’s job, because at SearchLab, it is.