Senior Customer Success Manager - Honeywell International Inc. - Houston, TX
(2019-06 - 2026-03)
- 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.
