Senior Customer Success Manager
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Senior Customer Success & Client Experience leader with 7+ years in B2B SaaS, specializing in account management, retention, and revenue growth. I manage multimillion-dollar books of business, consistently delivering measurable results—such as 25% YoY retention uplift, 30% client spend growth, and a 40% reduction in makegoods. Skilled at building strong executive relationships, leading cross-functional initiatives, and translating data into strategies that maximize ROI.
Experienced with platforms like Salesforce, Gainsight, Domo, Marketo, Pardot, and HubSpot, I bring a proven track record of turning customers into long-term advocates.
Over 7 years of experience in Customer Success and Client Experience within the B2B SaaS and MarTech space, managing portfolios up to ~$5M ARR across enterprise and mid-market clients. Proven ability to deliver measurable business outcomes including double-digit retention improvements, account expansion, and significant reductions in churn risk. Extensive background leading onboarding, adoption, QBRs, renewals, and cross-departmental initiatives that align sales, marketing, and product around customer growth.
Proficient in leveraging advanced SaaS platforms—Salesforce, Gainsight, Demandbase, Marketo, HubSpot, 6sense, Tableau, and Zendesk—to drive customer lifecycle optimization and actionable reporting.
Bachelor’s degree in Business Administration with a concentration in Marketing from Bryant University, with additional professional development in Customer Success, SaaS platforms, and data analytics. Completed certifications and training in Salesforce, Gainsight, HubSpot, and ABM/MarTech platforms (including Demandbase and 6sense), as well as analytics tools such as Tableau and Power BI. Ongoing commitment to professional growth through leadership development, customer lifecycle strategy, and value realization coursework.
