Senior Client Success Manager at Clutch (2023-01 – 2025-09)
Owned the client journey for a portfolio of 70+ retail and B2B customers from post-onboarding through renewal and upsell to drive retention and growth.
- Conducted in-depth needs assessments and solution mapping to increase product adoption — delivered a 30% increase in feature utilization across the portfolio.
- Proactively monitored client health, surfaced escalations and churn risks, and implemented targeted interventions that contributed to a 15% reduction in churn.
- Leveraged consultative engagement to identify upsell and expansion opportunities, increasing portfolio revenue by 20%.
- Spearheaded complex implementation projects and coordinated cross-functional teams to ensure seamless delivery, achieving 95% client satisfaction.
- Prepared and used client health metrics and performance indicators to prioritize outreach, forecast renewal risk and support internal stakeholders.
In-Sale Advisor at Clutch (2022-04 – 2023-01)
- Collaborated with 20+ clients monthly to understand business objectives and propose tailored B2B solutions aligned to client goals and product capabilities.
- Maintained current industry knowledge to position solutions competitively and address evolving customer challenges; supported pre-sales and handoffs to delivery teams.
Pre-Sale Advisor at Clutch (2022-01 – 2022-04)
- Conducted needs assessments, mapped solutions to client requirements and supported internal teams to enable timely and accurate implementation.
- Applied a data-informed, analytical approach to client qualification and solution recommendations.
Sales Advisor & Stockroom Lead at H&M
- Resolved client issues via phone and in-person interactions while providing product and service information to support purchasing decisions and client satisfaction.
- Led stockroom operations, processed deliveries, trained new hires and ensured team efficiency — demonstrating frontline leadership and staff development experience.
Supervisor / Key Holder at Dairy Queen
- Supervised shift operations, managed daily cash transactions and handled opening/closing responsibilities while ensuring high levels of customer satisfaction and operational accountability.
