Brie Madden

Senior CS leader with 10+ years driving retention, expansion, and advocacy across enterprise SaaS and B2B platforms. Delivered 64% CSAT uplift and influenced $10M+ in revenue through proactive account management and cross-functional alignment.

Senior Customer Success Manager - Honeywell International Inc. - Houston, TX

(2019-06 - 2026-03)

Global Leader

• Drove 64% CSAT improvement and influenced $10M+ in revenue through strategic engagement, adoption optimization, and at-risk account recovery
• Monitored account health via adoption metrics and feedback loops; orchestrated cross-functional escalations with product, delivery, and support to prevent churn
• Owned high-visibility product escalations, partnering with engineering to resolve issues, capture customer feedback, and inform roadmap priorities

Customer Success - Meriplex Communications - Houston, TX

(2012-12 - 2019-04)

Managed key enterprise accounts while supporting Customer Success operations across a portfolio of business customers. Worked closely with customers throughout the relationship, from onboarding and adoption through contract negotiations, retention, expansion, and complex escalations. Also led a team of 20 Customer Success Managers, assigning key accounts and providing coaching and support on customer strategy, account risk, and escalations.

• Maintained 95% retention rate across strategic portfolio; proactively identified upsell opportunities aligned to customer business priorities
• Recovered 20+ high-risk accounts by leading cross-functional resolution efforts spanning sales, delivery, operations, and finance to rebuild trust and protect revenue
• Led and coached a team of 20 CSMs on renewal management, escalation resolution, and account development to drive consistent retention outcomes

BA Cert - Business Administration - University of Phoenix (2004-08 - 2006-05)