Brie Madden

Senior Customer Success professional experienced in managing enterprise relationships across implementation, adoption, optimization, and long-term account success. Trusted by customers and key stakeholders to manage high-visibility projects, navigate complex escalations, identify account risk, and keep customer priorities moving forward. Increased customer satisfaction by 64% and influenced more than $10M in revenue through retention, service expansion, and account recovery.

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

(2019-06 - 2026-03)

Global Leader

• Managed enterprise customer relationships, working with key stakeholders to understand business priorities, establish success plans, track commitments, and address issues before they impacted the relationship.
• Led customer QBRs focused on performance, adoption, open issues, upcoming priorities, and opportunities to improve the customer experience or expand services.
• Monitored customer health through regular conversations, service performance, feedback, and escalation trends, identifying risk early and stepping in when accounts needed additional attention.
• Managed high-visibility implementations from planning and deployment through adoption and optimization, including a complex rollout spanning 80 customer sites.
• Owned complex customer escalations involving software performance, product quality, and service delivery, bringing together the right internal teams while keeping customers informed and expectations clear.
• Increased customer satisfaction by 64% and influenced more than $10M in revenue through stronger customer engagement, retention, service expansion, and recovery of at-risk accounts.

Customer Success Manager - 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.

• Managed strategic customer relationships with a focus on adoption, retention, satisfaction, and long-term account growth, maintaining a 95% customer retention rate.
• Led onboarding and adoption efforts, helping customers understand available solutions, improve utilization, and get greater value from their services.
• Managed contract negotiations and worked directly with customers to resolve pricing, service, and contractual concerns while protecting the long-term relationship.
• Identified upsell and expansion opportunities based on customer needs, usage, and business priorities, partnering with internal teams to bring the right solutions forward.
• Took ownership of high-risk and escalated accounts, working directly with customers and internal teams to resolve service issues, rebuild trust, and reduce churn risk.
• Managed sensitive customer disputes through legal disposition and mediation, balancing contractual obligations, business risk, and the customer relationship to reach workable resolutions.
• Led a team of 20 Customer Success Managers, assigning key accounts and coaching the team on customer engagement, retention, escalation management, and account development.
• Partnered across Sales, Service Delivery, Operations, Finance, and Legal to resolve customer issues and maintain continuity across the customer experience.

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