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.
