Joanna Camilla

Results-driven Customer Success leader with over 13 years of experience in customer-facing roles across SaaS, technology, and enterprise environments. Proven track record of driving retention, revenue growth, and customer satisfaction through strategic engagement, cross-functional collaboration, and team leadership. Highly organized, dependable, and adaptable, with a strong commitment to delivering customer value and achieving team objectives.

Manager, Customer Success - Teramind Inc.

(2023-10)

• Partner closely with the Director and senior leadership to design and execute customer success strategies, achieving 100%+ Net Revenue Retention (NRR) and 98% Gross Dollar Retention (GDR) for the Midmarket segment.
• Lead, coach, and develop a team of Customer Success Managers, driving performance, accountability, and consistent delivery against retention, satisfaction, and growth targets.
• Drive customer engagement through structured onboarding, adoption, and optimization of Teramind's productivity, monitoring, and security solutions.
• Serve as the primary escalation point for complex and high-risk accounts, ensuring timely resolution and strengthening long-term customer relationships.
• Collaborate cross-functionally with Sales, Product, and Support to align customer needs with product capabilities and revenue growth initiatives.
• Deliver actionable insights to leadership through Customer Value Reviews (CVRs) and data-driven reporting to continuously improve the customer journey.

Midmarket Customer Success Manager - Teramind Inc.

(2022-12 - 2023-10)

• Managed a portfolio of Midmarket customers, consistently meeting NRR and GDR goals through proactive engagement and value-driven conversations.
• Supported customers through onboarding and adoption, ensuring Teramind was aligned with their goals around productivity, employee monitoring, and data security.
• Worked closely with cross-functional teams to resolve issues, improve onboarding outcomes, and drive stronger product adoption.
• Led Customer Value Reviews (CVRs), delivered training sessions, and built tailored success plans to improve engagement and long-term value.
• Identified renewal and upsell opportunities while maintaining strong customer satisfaction and long-term partnerships.

Customer Success Manager - Zoom Video Communications

(2020-06 - 2022-12)

• Managed customer relationships with a focus on adoption, value realization, and long-term success.
• Delivered onboarding, training, and ongoing support to ensure customers were set up for success from day one.
• Acted as a trusted point of contact, identifying upsell and cross-sell opportunities based on customer needs.
• Monitored customer health and usage trends to proactively address risks and prevent churn.
• Partnered with internal teams to resolve complex issues and improve the customer experience.
• Led regular Business Reviews to ensure continued alignment with customer goals.

Territory Account Manager - Netop

(2019-03 - 2020-06)

• Managed renewals and expansion opportunities for customers in the education sector.
• Identified upsell and cross-sell opportunities while maintaining strong customer relationships.
• Build trust with IT administrators and business owners through consistent communication.
• Maintained accurate records and performance reporting.
• Consistently met or exceeded sales targets.

Renewal Account Manager - Reed Elsevier Philippines – LexisNexis

(2017-06 - 2019-01)

• Proactively engaged customers to assess satisfaction, address concerns, and secure on-time renewals.
• Worked through objections and challenges to retain at-risk accounts.
• Conducted feedback and usage calls to better understand customer needs and improve adoption.
• Reviewed billing and account details to ensure accuracy.

Partner Account Manager - SYNNEX–Concentrix

(2015-07 - 2017-05)

• Worked closely with reseller partners to identify growth opportunities.
• Used product knowledge to position solutions that delivered real value to customers.
• Managed deals end-to-end while maintaining accurate sales records.
• Supported partners in turning technology offerings into successful outcomes.

Sales Account Manager - RingCentral

(2012-10 - 2015-06)

• Managed account performance, forecasts, and goals to stay on track with targets.
• Build strong, long-term client relationships through regular check-ins and needs discussions.
• Created customized proposals aligned with customer objectives.
• Provided post-sale support to ensure customers got full value from their solutions.
• Negotiated pricing and contract terms to reach fair, customer-friendly agreements.

Customer Service & Inside Sales - Convergys

(2007-06 - 2012-09)

• Supported Citi credit card customers by handling inquiries, transactions, and service requests.
• Resolved complaints, billing issues, and payment concerns while rebuilding customer trust.
• Promoted credit card products and loyalty programs.
• Handled high call volumes, assisting 100+ customers daily with minimal wait times.

Bachelor of Arts - Mass Communication - Centro Escolar University